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
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
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
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