Andrew Theiss
Wheeling,WV
Summary
I'm a personal and dedicated PC specialist with skills in help desk and customer support, management of computer software and hardware, proficiency in in operating systems, Office applications, communication, and teamwork. I'm highly motivated, organized, focused, and dedicated to my work. I have a passion for contributing wherever needed, and eager to learn any and all systems needed for the job.
Overview
14
14
years of professional experience
Work History
Help Desk Technician
Omni Strategic Technologies
Wheeling, WV
09.2020 - Current
- Collaborated with IT team members to identify system requirements and resolve problems.
- Responded promptly to customer inquiries via phone or email.
- Identified recurring technical issues and provided solutions to prevent future incidents.
- Supported remote desktop connections for users requiring assistance offsite.
- Ran diagnostic programs to resolve problems with applications or hardware devices.
- Installed operating system updates as required by company policy.
- Managed user accounts including passwords resets, account creation and deletion.
- Conducted regular maintenance checks on equipment such as printers or scanners.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Maintained records, logs and lifecycle documentation of work requests.
- Devised incisive workarounds and resolutions for IT-related problems.
- Increased overall company performance through improved IT uptime and cost reductions.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Developed and maintained strong relations with customers to meet quality expectations.
- Assisted customer in understanding products, components and systems using technical demonstration.
PC Specialist/Junior Network Engineer
The Health Plan
Wheeling, WV
11.2019 - 09.2022
- Provided technical support for PC hardware and software issues.
- Installed, configured, and maintained Windows operating systems on PCs.
- Performed system backups and restores to protect data integrity.
- Developed user profiles, set up user access rights, and performed password resets for users.
- Deployed new workstations by imaging them with the latest version of Windows OS.
- Managed Active Directory services such as creating accounts in AD domains and setting up group policies for users, groups, computers.
- Maintained inventory records of all IT assets including PCs, laptops, tablets, phones.
- Supported end-users through remote desktop connections or phone calls when needed.
- Provided training sessions on how to use newly installed programs or applications.
- Conducted research on emerging technologies in order to recommend upgrades that would improve system reliability and productivity.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Phone Technician
Advanced Communications Company
Wheeling, WV
09.2019 - 11.2019
- Installed, configured, and maintained customer telephone systems.
- Performed system upgrades and repairs on various phone models.
- Provided technical support for customers having problems with their telephone systems.
- Created detailed documentation of all work performed on each customer's system.
- Conducted regular maintenance checks on all phone systems to ensure optimal performance.
- Provided assistance to customers in setting up voice mail boxes, call forwarding.
- Tested circuits and components of malfunctioning telecommunications equipment to isolate sources of malfunctions.
- Ran wires between components and to outside cable systems.
- Laid out cabling plans and ran through buildings to desired locations.
Merchandiser
Nabisco Brands
Wheeling, WV
07.2019 - 11.2019
- Regularly monitored store shelves to ensure product availability, restocking and rotating merchandise as needed.
- Organized displays according to company standards and specifications.
- Maintained accurate records of all merchandise transactions including receipts, invoices, orders, discounts.
- Worked closely with store managers to ensure compliance with corporate policies and procedures related to merchandising activities.
- Inspected shipments for quality control purposes prior to stocking shelves or racks with merchandise.
- Provided training and support for new staff members in regards to merchandising operations.
Frozen Food Stocker/Bagger
Riesbeck's Food Market
Wheeling, WV
08.2016 - 07.2019
- Stocked shelves with a variety of frozen food products according to store guidelines and rotated stock as needed.
- Maintained accurate inventory records for all frozen food products by monitoring sales and restocking shelves accordingly.
- Ensured that storage areas were kept clean and organized at all times.
- Collaborated with other departments to ensure that customer orders were fulfilled quickly and accurately.
- Inspected pallets of newly delivered frozen food items for any signs of damage prior to stocking them onto shelves.
- Bagged groceries for customers quickly and accurately.
Order Taker/Line Cook
Arby's
Wheeling, WV
04.2010 - 06.2016
- Took orders from customers over the phone and in person.
- Answered customer inquiries regarding menu items, pricing, and availability.
- Communicated order details to kitchen staff for preparation.
- Processed payments for orders with cash, credit cards, or other payment methods.
- Checked stock levels of food items and alerted managers when supplies needed to be replenished.
- Maintained cleanliness of work area by wiping down counters and cleaning up spills.
- Prepared food items consistently and in compliance with recipes, portioning, cooking and waste control guidelines.
- Managed multiple tasks simultaneously while remaining organized in a fast-paced environment.
- Cleaned food preparation areas, cooking surfaces, and utensils.
Education
Information Technology - Cybersecurity
West Virginia Northern Community College
Wheeling, WV09-2019
Skills
- Issue Resolution
- Software Installation
- Security Protocols
- Technical Documentation
- System Administration
- User Training
- Data Security
- Troubleshooting and diagnosis
- Help Desk Software
- Incident Management
- Hardware Repair
- Remote Support
- Application support
- User Support
- Technical Support
- Hardware diagnostics
- Customer Service
- Operating systems
- MS Office proficiency
Affiliations
- I'm a family man who spends his off time with my wife and children.
References
References available upon request.
Timeline
Help Desk Technician
Omni Strategic Technologies
09.2020 - Current
PC Specialist/Junior Network Engineer
The Health Plan
11.2019 - 09.2022
Phone Technician
Advanced Communications Company
09.2019 - 11.2019
Merchandiser
Nabisco Brands
07.2019 - 11.2019
Frozen Food Stocker/Bagger
Riesbeck's Food Market
08.2016 - 07.2019
Order Taker/Line Cook
Arby's
04.2010 - 06.2016
Information Technology - Cybersecurity
West Virginia Northern Community College
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