Andy Stropka
Phoenix,AZ
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
19
19
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Midwestern University
12.2013 - Current
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Wired.
- Monitored systems in operation and quickly troubleshot errors.
- Used ticketing systems to manage and process support actions and requests.
- Researched product and issue resolution tactics to address customer concerns.
- Assisted with updating technical support best practices for use by team.
- Translated complex technical issues into digestible language for non-technical users.
IT Technical Support Specialist
Maricopa County Clerks Office
05.2009 - 11.2013
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Promoted efficiency among departments with prompt resolution of system issues.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
Computer Helpdesk Technician
Blue Cross Blue Shield Of Arizona
02.2008 - 05.2009
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Provided basic end-user troubleshooting and desktop support.
Computer Help Desk Technician
Shamrock Foods
06.2007 - 01.2008
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
IT Technician
Kantar Operations
03.2005 - 06.2007
- Maintained office PCs, networks and mobile devices.
- Monitored systems in operation and quickly troubleshot errors.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Maintained servers and systems to keep networks fully operational during peak periods.
Education
Bachelor of Science - Management Information Systems
Arizona State Univeristy
Tempe, AZ12.2023
Skills
- User Support
- Application Support
- Performance Testing
- Customer Service
- Network Diagnostics
- Desktop Support
- Software Installation
- Hardware Diagnostics
- Technical Support
- Videoconferencing
- Data Recovery
- Hardware Upgrades
Certification
- Network+ Certified
- A+ Certified
- Apple Certified
Timeline
IT Technical Support Specialist
Midwestern University
12.2013 - Current
IT Technical Support Specialist
Maricopa County Clerks Office
05.2009 - 11.2013
Computer Helpdesk Technician
Blue Cross Blue Shield Of Arizona
02.2008 - 05.2009
Computer Help Desk Technician
Shamrock Foods
06.2007 - 01.2008
IT Technician
Kantar Operations
03.2005 - 06.2007
Bachelor of Science - Management Information Systems
Arizona State Univeristy
- Network+ Certified
- A+ Certified
- Apple Certified
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