AUSTIN GILMORE
Monticello
Summary
Dedicated professional with experience providing technical support to end users in a corporate environment. Proven track record of resolving complex technical issues quickly and efficiently, while providing excellent customer service. Skilled in troubleshooting hardware and software issues, system maintenance, and scripting. Adept at training users on new applications and technologies.
Overview
4
4
years of professional experience
Work History
Computer Supp
Florida Department Of Management Services
06.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed user guides and FAQs for common technical issues, empowering staff to troubleshoot minor problems independently.
- Provided remote support to offsite users through phone calls or video conferences, extending IT assistance beyond physical office boundaries.
- Trained new employees on company-specific systems and tools, ensuring smooth onboarding processes.
IT/Desktop Support Tier 1
Tallahassee Memorial Healthcare
01.2024 - Current
- Created detailed documentation of customer interactions for future reference purposes.
- Demonstrated ability to identify customer needs and deliver solutions accordingly.
- Maintained current knowledge of company products, services, policies, procedures, and processes.
- Identified root causes of complex technical problems and implemented appropriate solutions.
- Provided customer support to resolve technical issues in a timely manner, utilizing excellent communication and problem-solving skills.
- Monitored ticketing system for incoming inquiries, prioritizing those requiring immediate attention.
Computer Support Specialist
Florida Department Of Management Services
01.2023 - 01.2024
- Maintained current knowledge of relevant technology as assigned; installed, configured, tested, maintained, monitored, and troubleshot end-user workstations.
- Managed user accounts in Active Directory environment; reset passwords when needed.
- Worked with end users to train, advise and guide on computer systems and processes.
- Installed, maintained and supported personal computer accounts to minimize interruptions to productivity.
- Served as final level of quality for issue escalation research.
- Conducted regular onsite visits to worksites for maintenance, support and inventory checks.
- Diagnosed system malfunctions and provided technical assistance to resolve issues in a timely manner.
- Liaised with IT team to support onboarding, offboarding and relocation requests.
- Assisted with the installation of new software applications and hardware components; identified network problems and implemented solutions.
- Worked closely with IT team members including developers, engineers, analysts, ensuring that projects are completed successfully within set timelines.
- Provided technical assistance and support to users in person, by telephone, or via remote access software; troubleshot hardware and software issues.
- Provided guidance on best practices for computer usage within the organization.
Technical Support Consultant
Tech Mahindra
09.2021 - 01.2023
- While working remotely able to troubleshoot, diagnose, and implement changes on computers successfully.
- Resolved malfunctions with systems and programs through troubleshooting.
- Recommended technology upgrades and complementary products to improve client security.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Education
High School Diploma -
Pelham High School
Pelham, GASkills
- Technical Diagnostics
- Hardware Components
- Bug Fixes
- Technical Writing
- Policy Knowledge
- Component Replacements
- Configuring Devices
- Microsoft PowerShell
- Web development
- Microsoft windows and office
- Remote support
Accomplishments
Developed scripts to being together multiple tools to perform standard system maintenance and troubleshooting.
Researched, developed, and successfully ran script to remove unwanted manufacture applications.
Completed course work for Comptia A+, Net+, DP-080 Sequel Querying Data, Active Directory Group Policy, AZ-900, AZ-040
Timeline
Computer Supp
Florida Department Of Management Services
06.2024 - Current
IT/Desktop Support Tier 1
Tallahassee Memorial Healthcare
01.2024 - Current
Computer Support Specialist
Florida Department Of Management Services
01.2023 - 01.2024
Technical Support Consultant
Tech Mahindra
09.2021 - 01.2023
High School Diploma -
Pelham High School
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