Austin Criss
Service Desk Technician II
Columbus
Summary
Dynamic Service Desk Technician with extensive experience at W. W. Williams, excelling in remote support and technical troubleshooting. Proven track record in enhancing customer satisfaction and mentoring junior staff. Adept at managing ticket systems and providing exceptional customer service, ensuring efficient resolution of complex IT issues. Degree in Network Administration and two CompTIA+ Certifications. Strong knowledge of Williams systems and existing rapport with personnel.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Service Desk Technician
W. W. Williams
07.2021 - Current
- Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
- Assisted users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
- Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
- Participated in cross-functional teams to support IT projects, contributing technical expertise as needed.
- Used ticketing systems to manage and process support actions and requests.
Service Desk Technician
FLEXTECHS
03.2021 - 07.2021
- Created comprehensive documentation of processes and procedures to aid in training new technicians.
- Managed high levels of call flow and responded to technical support needs.
- Assisting the St. Lukes Hospital System with troubleshooting computer systems that were often sensitive for both security and patient health reasons.
Service Desk Technician
Apex Systems
04.2019 - 05.2020
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Supported the Navy and Marine Corps Intranet, and obtained security clearance for the duration of this role.
Senior Technical Support Advisor
Teleperformance
04.2019 - 05.2020
- Enhanced team productivity by providing mentoring and training to junior technical support advisors.
- Provided remote support to clients worldwide, demonstrating adaptability in working across various time zones and cultural contexts.
- Provided troubleshooting and guidance on all Apple products, from laptops to watches, to drawing pads.
Education
Associate of Science - Network Security And Administration
South College
Knoxville, TN 05.2001 -
Skills
Remote support
Software installation
Ticket management
Customer service
Certification
CompTIA A+
Timeline
CompTIA Network+
10-2022
Service Desk Technician
W. W. Williams
07.2021 - Current
Service Desk Technician
FLEXTECHS
03.2021 - 07.2021
CompTIA A+
10-2020
Service Desk Technician
Apex Systems
04.2019 - 05.2020
Senior Technical Support Advisor
Teleperformance
04.2019 - 05.2020
Associate of Science - Network Security And Administration
South College
05.2001 -
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