Angelo Harris
Sandusky
Summary
I am proud of my work history, which includes achieving demanding service, quality, and performance objectives. My strong work ethic and experience working with cable, internet, and phone bundles have helped me consistently deliver high-quality results.
Qualified IT specialist with a solid background in technical support and system troubleshooting. Demonstrated ability to optimize system performance and deliver effective technical solutions. Proven expertise in diagnosing complex issues and implementing corrective actions. I'm an experienced technical professional prepared to excel in technical support and system maintenance roles. Skilled in diagnosing and resolving technical issues, ensuring optimal system performance. Strong focus on team collaboration and achieving results, with adaptability to changing needs and environments.
Overview
7
7
years of professional experience
Work History
Advance Technical Specialist
Omni Fiber
Port Clinton, OH
04.2024 - 09.2025
- Developed and implemented technical solutions to enhance network performance and reliability.
- Collaborated with cross-functional teams to troubleshoot complex technical issues efficiently.
- Analyzed system performance data to identify improvement opportunities and optimize operational efficiency.
- Managed project timelines, ensuring timely completion of technical upgrades and installations.
- Led initiatives to streamline processes, resulting in improved service delivery times and customer satisfaction.
- Designed comprehensive training materials for staff on new technologies and systems integration.
- Coordinated with vendors to assess new tools, enhancing overall technical capabilities of the team.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
- Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
- Reduced downtime by proactively identifying potential network problems and implementing corrective measures.
- Enhanced data security, implementing rigorous backup procedures and disaster recovery plans.
- Improved systems with addition of new features and infrastructure.
- Troubleshot systems comprised of security alarms and Internet connectivity.
- Developed technical requirement documentation for new software products.
- Provided basic end-user troubleshooting and desktop support.
- Followed work orders precisely to identify equipment needed, materials required and sequences to correctly completing assignments.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Analyzed user requirements and developed solutions to meet needs.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Wrote and updated detailed technical documentation for software applications.
Systems Administrator
U.S. Army
Fort Riley, KS
03.2019 - 03.2023
- I was the lead specialist responsible for the upkeep, configuration, and reliable operation of computer systems, multi-user computers, such as servers, and over 900 user accounts at a time.
- Orchestrated integration and communication of software upgrades.
- Performed software installations and upgrades to UNIX or Windows operating systems.
- Attended meetings to deliver status reports to key stakeholders.
- Created nightly jobs for database backups.
- Detailed upcoming software upgrades and system sprints to team members.
- Integrated and updated software products to boost system compatibility.
Network Administrator
U.S. Army
03.2020 - 08.2022
- My job was to maintain the network and troubleshoot any issue that would result in a loss of connectivity.
- Maintained network hardware and software and monitored the network to support network availability for end users.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Identified and immediately resolved issues with network devices.
- Maintained applications to keep software current with necessary updates and upgrades.
Cable Installer
U.S. Army
Fort Riley, KS
03.2019 - 08.2022
- Installed and maintained cable systems, ensuring optimal performance and reliability.
- Trained junior technicians on installation procedures and best practices for system maintenance.
- Collaborated with teams to execute installation projects, adhering to safety protocols and industry standards.
- Conducted thorough inspections and troubleshooting of cable infrastructure to identify issues.
- Managed inventory of tools and materials, ensuring availability for timely project completion.
- Safeguarded against data loss by implementing thorough backup plans and disaster recovery protocols during cable system installations.
- Supported fellow technicians with training on best practices in installation techniques, resulting in improved team capabilities.
- Demonstrated expertise in handling a variety of cable types, including fiber optic, coaxial, and twisted pair cabling to ensure proper installations.
- Achieved faster project turnaround times by employing effective time management strategies throughout all phases of the installation process.
- Enhanced customer satisfaction with timely installation of new cable systems according to specifications.
IT Specialist
Spectrum
Canton, OH
09.2022 - 04.2022
- My role was internet repair specialist
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Monitored systems in operation and input commands to troubleshoot areas.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices, and software to set up work stations for employees.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- My daily task was to fix internet, email, and application issues.
Help Desk Specialist
U.S. Army
03.2019 - 03.2022
- I was the lead specialist for the help desk
- I provide technical support to clients experiencing computer hardware and software issues
- I responded to queries, isolate problems, troubleshoot issues, and implement solutions.
- Provided technical support for hardware and software issues, ensuring minimal downtime for users.
- Diagnosed and resolved complex IT problems using advanced troubleshooting techniques and tools.
- Trained new staff on help desk procedures and customer service best practices to enhance team efficiency.
- Streamlined ticketing process, improving response times and user satisfaction through system enhancements.
- Coordinated with cross-functional teams to implement system upgrades, ensuring seamless transitions and minimal disruption.
- Analyzed user feedback to identify trends, driving continuous improvement in service delivery methods.
- Mentored junior help desk staff, fostering skill development and promoting a collaborative work environment.
Education
Associate of Science - Cyber Security
University of Phoenix
Tempe, AZ05.2026
Associate of Science - Computer Science
American Public University System
Charles Town, WV04.2026
Skills
- Help Desk
- Software Troubleshooting
- Desktop Support
- Computer Hardware
- Microsoft Windows
- Active Directory
- Network Support
- Operating Systems
- Remote Access Software
- VPN
- Information Security
- TCP/IP
- IT support
- Customer support
- LAN
- DNS
- Microsoft Windows Server
- WAN
- DHCP
- Disaster Recovery
- SQL
- Citrix
- NIST standards
- Analysis skills
- System administration
- Desktop administration
- Conflict management
- Database administration
- PowerShell
- Hospitality
- VoIP
- Customer service
- Cybersecurity
- IOS
- Military Service
- Telecommunications
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Call center experience
- Conflict resolution
- Live chat support
- Ticket management
- Quality assurance
- Product knowledge
- Active listening
- SLA
- Customer response
- Appointment scheduling
- Payment processing
- Technical troubleshooting
- Time management
- Multitasking and organization
- Customer service excellence
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Email communication
- Issue troubleshooting
- Analytical thinking
- Workflow management
- Remote support tools
- Feedback reception
- SLA compliance
- Issue follow up
- Service ticket management
- Attention to detail
- Microsoft windows and office
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
- Certifications and Licenses , CompTIA Security+ Secret Clearance
Timeline
Advance Technical Specialist
Omni Fiber
04.2024 - 09.2025
IT Specialist
Spectrum
09.2022 - 04.2022
Network Administrator
U.S. Army
03.2020 - 08.2022
Systems Administrator
U.S. Army
03.2019 - 03.2023
Cable Installer
U.S. Army
03.2019 - 08.2022
Help Desk Specialist
U.S. Army
03.2019 - 03.2022
Associate of Science - Computer Science
American Public University System
Associate of Science - Cyber Security
University of Phoenix
Relocation
Willing to relocate: Anywhere