Austin Dyer
Georgetown,IN
Summary
Computer Technician with 5+ years of experience customer support seeking an IT position supporting the mission and looking to make a positive impact for my country
Overview
5
5
years of professional experience
Work History
Desktop Support Engineer Tier 2
Global Payments
Jeffersonville, IN
10.2022 - Current
- Configured hardware, devices and software to set up work stations for employees to perform tasks specific to their job role within the company.
- Removed malware, ransomware and other threats from laptops and desktop systems using Malware Bytes in order to keep the proprietary information on the network safe.
- Troubleshot potential problems and eliminated issues before they escalated or cascaded into potential downtime.
- Performed Trellix encryption on laptop SSDs for drive security incase of theft or misplacement of laptop.
- Documented and updated known fixes in Heartland knowledge base so that time to fix similar issues are reduced.
Dispatcher
Mirazon
Louisville, KY
03.2021 - 09.2022
- Answered phone calls and responded to customer emails to resolve end user issues within a reasonable timeframe to get end users back to functioning properly.
- Helped deploy Managed Engine Desktop Central to various laptops with the intent of managing updates to systems.
- Work with users to help resolve their IT issues by applying troubleshooting steps that best fit the situation.
- Help to deploy laptops to users based on their job positions.
- Handled all warranties for laptops and docking stations by contact Dell technical support to process repairs to save money on purchasing new equipment.
IT Consultant
Indiana University Southeast
New Albany, IN
08.2018 - 12.2020
- Assisted end users by answering questions, responding to inquiries and handling telephone requests.
- Assisted in technology planning to meet growth projections.
- Authored detailed documentation on service call resolutions, providing valuable data on group performance and effective remediation techniques.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Followed up with end users to verify optimal customer satisfaction post support engagement and problem resolution.
Education
Bachelor Of Science In Natural Science - Informatics
Indiana University Southeast
New Albany, Indiana08.2020
Skills
- Experienced in ticketing systems like Footprints, ConnectWise, and TopDesk
- Troubleshooting
- Escalation
Accomplishments
- Eagle Scout
- CompTIA A +
- CompTIA Network+
- CompTIA Security+
- CompTIA CySA+
Timeline
Desktop Support Engineer Tier 2
Global Payments
10.2022 - Current
Dispatcher
Mirazon
03.2021 - 09.2022
IT Consultant
Indiana University Southeast
08.2018 - 12.2020
Bachelor Of Science In Natural Science - Informatics
Indiana University Southeast