ANTHONY WILSON
Clarksville,TN
Summary
Passionate team leader, lifelong learner and tech enthusiast with strong problem-solving skills seeking a Technical Support role to leverage leadership skills, technical expertise, and enthusiasm for all things technology to provide effective solutions, exceptional customer service and drive team success. Seeking an opportunity to apply problem-solving skills, continue learning and make a significant contribution to the growth of a forward-thinking organization
Overview
15
15
years of professional experience
1
1
Certification
Work History
Certified Tech Advisor
IT Support Center
04.2023 - Current
- Provided efficient technical support to end-users via phone and email, resolving hardware and software issues promptly to minimize downtime.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed a high volume of support tickets using ticketing systems like Case Tracker, maintaining accurate records of all interactions and resolutions.
- Utilized remote desktop tools to assist users with technical issues, enabling rapid problem resolution and reducing the need for on-site visits.
- Delivered exceptional customer service by actively listening to users' concerns, empathizing with their issues, and ensuring prompt and satisfactory issue resolution while maintaining a Quality Advisor Score of 9.78 out of 10
- Diagnosed and resolved complex technical problems related to operating systems, software applications, hardware components, and network connectivity.
- Assisted users with domain account unlocks, password, and MFA resets
- Provide user with expert support of "off the shelf" software such as Excel, Outlook, and Word.
Team Lead
AO Smith Quality Water Heaters
08.2020 - Current
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Adapted plans and adjusted equipment to maintain high standards of functionality and safety.
- Evaluated skills and knowledge of over 25 employees regularly, training and mentoring individuals with lagging skills.
- Handled troubleshooting tasks and used repair methods to immediately rectify issues.
- Reviewed daily requirements and forecasts and delegated work for optimal coverage.
- Worked closely with other departments to identify areas for process improvement and implemented changes to enhance overall efficiency.
Group Leader
Akebono Brake Corp. Elizabethtown
01.2010 - 07.2020
- Trained new team members by relaying information on company procedures and safety requirements.
- Attended staff development meetings and workshops and applied information from those events into daily activities.
- Reviewed daily requirements and forecasts and delegated work for optimal coverage.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Investigated and solved workflow problems with cross-functional collaboration and open communication.
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Troubleshot equipment breakdowns and performed preventive maintenance.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Performed electrical and mechanical repairs of production equipment to minimize downtime across 36 cnc machining centers and 12 Fanuc robots.
Customer Service Representative
Convergys, AT&T
05.2008 - 04.2009
- Managed over 40 inbound calls per day assisting customers while meeting performance metrics.
- Troubleshoot customer mobile devices.
- Educated customers about new products and plans.
- Verify customer accounts using company policies
- Process upgrades and provision new devices to customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Some College (No Degree) - Audio Engineering
The Art Institute of Atlanta
Nashville TNHigh School Diploma -
Kenwood High School
Clarksville, TN05.2005
Skills
- Linux
- Attention to detail
- Leadership Communications
- Resolving Problems and Incidents
- Microsoft Windows and Office
- Hardware and Software Repair
- Hardware Upgrades
- Collaborative Team Player
- Printers and Peripherals
- Active listening
- Active Directory
- Troubleshooting and Diagnostics
- Networking
- Critical Thinking
Certification
- Google IT Support Specialist
- CompTia A+ (In Progress)
Hobbies
- 3D printing
- Gaming
- Repairing Electronics
- Hack The Box
- Soccer
My Projects
- Set up virtual machines using virtual box running instances of Ubuntu and Kali Linux
- Hack The Box. Exposing vulnerabilities using enumeration of open ports and protocols running on targets using Linux CLI over OpenVPN to capture flags
- Currently creating an employee directory app in AWS. Setting up IAM users for admin privileges over AWS account and adding IAM roles for EC2 instances to make api calls to S3 and Dynamo database services
Timeline
Certified Tech Advisor
IT Support Center
04.2023 - Current
Team Lead
AO Smith Quality Water Heaters
08.2020 - Current
Group Leader
Akebono Brake Corp. Elizabethtown
01.2010 - 07.2020
Customer Service Representative
Convergys, AT&T
05.2008 - 04.2009
Some College (No Degree) - Audio Engineering
The Art Institute of Atlanta
High School Diploma -
Kenwood High School