Brian Higgins
Tinley Park,Illinois
Summary
An organized, detail-oriented, trusted, and conscientious self-starter, able to strategize and prioritize effectively to accomplish multiple tasks and stay calm under pressure.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice.
Overview
11
11
years of professional experience
Work History
IT Support Technician
Frankfort School District 157c
04.2019 - Current
- Provide technical support, diagnose, troubleshoot, and repair all organization owned technology including: laptops, desktops, iPads, printers, AV equipment, telephones, network equipment, etc.
- Effectively communicate and collaborate with users to help solve niche problems with various computer and network applications.
- Maintain organization webpage
- Offered troubleshooting of connectivity and software issues
- Managed high levels of call flow and responded to technical support needs.
- Fluent in Windows 10 and 11, MacOS, iOS, ChromeOS, and Microsoft O365 suite including Teams, Sharepoint, and OneDrive
- Configured hardware, devices, and software to set up work stations for employees.
- Offered assistance in implementing and developing training programs.
- Troubleshooting various printer models including inkjet printers, temporary access badge printers, thermal printers, and poster printers
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Experience with Windows Server, Active Directory, RDP
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
IT Technical Support Intern
Alsip School District 126
05.2017 - 04.2019
- Repair all organization purchased hardware including iPads, Macbooks, Chromebooks, Apple TV, Mac mini, iMac, and Epson projectors.
- Send remote commands to multiple devices at once using online management.
- Maintain inventory of a high volume of items using serial numbers.
- Ability to prioritize and manage multiple tasks with limited direction.
- Tested new software and hardware prior to deployment.
- Installed and configured operating systems and applications.
Retail Sales Associate (mobile/computing dept.)
Best Buy
10.2017 - 04.2019
- Describe functionality and operation of merchandise to customers.
- Troubleshoot various unique customer technical support necessities.
- Received and processed cash and credit payments for in-store and shipped/online purchases.
- Shared product knowledge with customers while making personal recommendations.
- Greeted customers and helped with product questions, selections, and purchases.
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
General Warehouse Laborer
Coca-Cola Refreshments
05.2014 - 02.2016
- Assemble pallets/orders as needed/directed.
- Use appropriate material handling equipment to move product and materials from/to designated locations to support activities in an efficient and safe manner.
- Work accurately to control warehouse inventory.
- Adheres to all policies and procedures relating to product age and quality.
- Operated RF scanners to track merchandise and verify contents of containers.
Skills
- Microsoft Office
- Google Suite
- Windows Server
- Command Prompt
- RDP
- Software and Hardware Troubleshooting
- Software and Hardware Repairs
- MacOS
- Windows 10 and 11
- Network Fundamentals
- Active Directory
- SSO
- Customer Service
- Remote Working
- Remote Learning
- Sit Down Forklift
- Mobile device management
- Help desk support
- EPJ OSHA Certification
Timeline
IT Support Technician
Frankfort School District 157c
04.2019 - Current
Retail Sales Associate (mobile/computing dept.)
Best Buy
10.2017 - 04.2019
IT Technical Support Intern
Alsip School District 126
05.2017 - 04.2019
General Warehouse Laborer
Coca-Cola Refreshments
05.2014 - 02.2016
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