Cantrell Glenn
El Paso,TX
Summary
Hardworking Help Desk Technician with 14 years of experience quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
13
13
years of professional experience
3
3
Certification
Work History
IT Support Technician
Sagility Health
11.2020 - 09.2023
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to telephone, email and in-person inquiries regarding PC operation, use and repair.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Help Desk Technician
Justin Brands Inc.
04.2019 - 04.2020
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and quickly troubleshot errors.
- Streamlined help desk processes for increased productivity and improved response times.
- Configured hardware, devices, and software to set up work stations for for over 100 employees.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
IT Specialist
City Of Socorro
06.2018 - 08.2018
- Configured hardware, devices, and software to set up work stations for over 50 end users.
- Maintained multiple servers and systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored systems in operation and input commands to troubleshoot areas.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Joint Node Network Supervisor
US Army
11.2010 - 12.2017
- Oversaw all network configurations such as LAN/WAN, QoS, Voice over IP, TCP/IP, and UDP
- Was in charge of all telecommunication systems needed for day to day operations
- Employed OSPF commands to test system network connectivity, to ensure correct tunnel, VLAN, and port interfaces had correct syntax lines
- Configured switch port interfaces on CISCO 2960 switch series to reflect correct VLAN, switch port mode, and port security features
- Joint Node Network Team Member, Fort Bliss, Configured voice and data services on Cisco hardware such as Cisco switches, routers, and Cisco Unified Communications Manager (Call Manager)
- Maintaining and replacing equipment as necessary
- Assisted with server, Windows Operating Systems, internet applications, software, and hardware issues
- Remotely accessed computers to assist clients with configuration changes.
Education
No Degree - Network Engineering And Security
Western Governors University
Salt Lake City, UT2025
High School Diploma -
Spencer High School
Columbus, GA2008
Skills
- Analytical and Critical Thinking
- Calm Under Pressure
- Dependable and Responsible
- Networking
- MS Office
- Organization and Time Management
- Troubleshooting
- Problem-Solving
- Supervision and leadership
Certification
MTA Security - 2018
CompTIA A+ - 2024
Linux Essentials 010-150 - 2018
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Work-life balanceCareer advancementFlexible work hoursWork from home optionTimeline
IT Support Technician
Sagility Health
11.2020 - 09.2023
Help Desk Technician
Justin Brands Inc.
04.2019 - 04.2020
IT Specialist
City Of Socorro
06.2018 - 08.2018
Joint Node Network Supervisor
US Army
11.2010 - 12.2017
No Degree - Network Engineering And Security
Western Governors University
High School Diploma -
Spencer High School
MTA Security - 2018
CompTIA A+ - 2024
Linux Essentials 010-150 - 2018
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