Arrandal Towe
Lehigh Acres,FL
Summary
Professional with solid experience in providing technical support and resolving IT issues. Adept at troubleshooting, network management, and software installation. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability in dynamic environments. Skilled in customer service, communication, and problem-solving, bringing both technical expertise and proactive approach to every challenge.
Overview
20
20
years of professional experience
Work History
Help Desk Support Specialist
Lee Health Hospital
03.2019 - Current
- Resolved technical issues for end-users through remote support and troubleshooting.
- Self-motivated, with a strong sense of personal responsibility.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Worked effectively in fast-paced environments.
- Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
- Skilled at working independently and collaboratively in a team environment.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Configured hardware, devices, and software to set up work stations for employees.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
- Optimized workflow processes, resulting in faster ticket resolutions and increased productivity.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
- Coordinated closely with other departments for cross-functional issue resolution when necessary.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Contributed ideas for continuous improvement initiatives within the help desk department.
- Stayed current on emerging technologies, trends, and industry best practices to enhance personal expertise and provide better support services.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Streamlined help desk operations for increased efficiency and improved response times.
- Worked with document imaging technologies and deployment software.
- Walked user through series of steps to determine problem and implement likely solution.
- Responded to inquiries by phone, email and walk-up requests.
- Installed new desktop systems and migrated data to new machines.
- Logged activities in tracking system to maintain accurate, timely records.
- Increased user satisfaction by providing comprehensive IT support and training.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
Computer Repair Technician
Elovtech
03.2016 - 01.2018
- Researched and identified problems with computers and advised staff and clients on plans of action
- Disassembled computers to perform diagnostics and check for repair needs
- Wrote reports on computer statuses and maintenance jobs
- Diagnosed and troubleshoot problems, repairing and restoring machines to peak performance
- Adhered to safety protocols and policies to reduce workplace hazards
- Evaluated systems according to predetermined checklist and noted issues
- Gained knowledge of standard equipment, including manufacturer repair guidelines
- Performed inventories on computers and computer repair equipment
- Maintained technology equipment by installing, configuring, diagnosing, repairing and upgrading all hardware to ensure optimal performance
- Demonstrated strong knowledge of all types of electrical components, operations, specifications and proper testing methods
- Replaced hardware components and peripheral devices including power supplies, heat sinks, hard-drives and integrated circuit boards
- Investigated hardware product issues involving materials and software and devised solutions
- Assessed, troubleshoot and repaired various machines such as desktop's, printers and sorters
Help Desk Support Specialist
Alorica Inc.
10.2007 - 10.2011
- Monitored systems in operation and input commands to troubleshoot areas such as malware, virus scan, page filing, and sfc commands for file integrity. Hardware and data corruption
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Engaged end users and answered questions via email, phone, website live chat and in forums.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
- Configured hardware, devices and software to set up work stations for employees.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Removed and replaced malfunctioning components to correct hardware problems.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
- Exhibited high energy and professionalism when dealing with all levels of clients and staff.
- Answered constant flow of customer calls with up to 2 calls in queue per minute.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Recommended anti virus tools to customers, thoroughly explaining details.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered up to 75 incoming calls in busy, fast-paced global call center.
Computer Support Specialist
A D.B. Enterprises Inc.
01.2006 - 01.2009
- Engaged end users and answered questions via email, phone, website live chat and in forums
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Removed malware, ransomware and other threats from laptops and desktop systems
- Investigated hardware product issues involving materials and software and devised solutions
- Traveled to customer sites to provide prompt resolutions to issues
- Met regularly with clients to discuss project specifications and milestones and provide updates on progress
- Researched complex technical issues and provided resolutions
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions
- Held shipping and receiving
Education
GPA of 3.6 relevant course work was Network+ preparations, routers and Network Security, Managing Electronic Communication Systems - Network and System Administration
Southwest Florida College
Fort Myers, FL2010
Skills
- Security issues troubleshooting
- Diagnostics
- Remote support
- Software installation
- Application support
- Incident management
- Hardware diagnostics
- Help desk software
- Ticketing systems
- Report creation
- Technical support
- Customer education
- Service ticket tracking
- Problem-solving
- Time management
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Hardware repair
- User technical support
- Report writing
- Preventive maintenance
- Hand tool expertise
- Virus/ Malware cleanup
- Shipping/receiving
- Diagnostics expertise
- Hardware and software installation
- Operating Systems
- Customer Support
- Adaptability
- Performance improvement
- Account management
- Customer service optimization
- Remote Desktop
Timeline
Help Desk Support Specialist
Lee Health Hospital
03.2019 - Current
Computer Repair Technician
Elovtech
03.2016 - 01.2018
Help Desk Support Specialist
Alorica Inc.
10.2007 - 10.2011
Computer Support Specialist
A D.B. Enterprises Inc.
01.2006 - 01.2009
GPA of 3.6 relevant course work was Network+ preparations, routers and Network Security, Managing Electronic Communication Systems - Network and System Administration
Southwest Florida College