Charles Phillips
IT Analyst
Lewisville,TX
Summary
A successful desktop and network service technician that is seeking to join a dynamic team of support professionals focused on delivering world-class IT and customer service. I am dedicated to the pursuit of prompt and clear customer satisfaction and interaction while maintaining high standards.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
IT Analyst
FirstService Residential
Addison, Texas
07.2020 - Current
- Tripled business for the company through customer service, relationship building and SLA standards
- Trained and mentored new and existing IT professionals on solutions and processes within the company
- Collaborated with Training and HR to streamline the new hire process allowing for better employee retention and overall experience
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
IT Analyst
Sunholdings LLC
Farmers Branch, TX
01.2020 - 08.2020
- Maintained a professional and personalized customer service environment for 100+ users in a corporate environment for diverse hardware and software trouble tickets (Sage, SQL)
- Accurately diagnosed, documented, and resolved hardware, software, mobile devices, applications, and peripherals
- Supported numerous company activities by setting up and configuring laptops, projectors, video teleconference
- Decreased average support ticket resolution time from 24 hours to 30 minutes
Network Technician
Netsync Network Solutions
Carrollton, Texas
03.2019 - 02.2020
- Completed hardware implementations, upgrades and repairs - including switches, access points, servers, firewalls and cameras (Cisco)
- Configured UPS SNMP cards (Eaton, APC)
- Created post-documentation for deployments- showing full scope of the work done – to the client
IT Support Specialist
IT Integrations LLC
Fort Worth, Texas
01.2018 - 03.2019
- Developed and maintained a professional and personalized customer service environment for over 2000+ users through the establishment of rapport with clients and end users regularly achieving SLA standards
- Deployed and maintained network environments (Cisco, Mikrotik, Cisco Meraki)
- Created documentation to assist clientele with the usage of applications and deployment of new software
- Provided technical support including initial problem determination, diagnostics, resolution, customer and team status updates, transfer of service requests to appropriate IT or other workgroups, and internal and external service level management
- Worked closely with business teams from ordering, sales, service delivery, service assurance and billing to ensure proper requirements management throughout the life cycle of the project
- Researched solutions to various problems, accompanying from proof of concept to development
Education
Bachelor of Arts - Creative Advertising
Southern Methodist University
Dallas, TX` 08.2012 - 05.2016
Skills
Project Management
Hardware & Software Support
Team Collaboration & Leadership
System Installation & Maintenance
Configuring, managing and maintaining networks
Timeline
IT Analyst
FirstService Residential
07.2020 - Current
IT Analyst
Sunholdings LLC
01.2020 - 08.2020
Network Technician
Netsync Network Solutions
03.2019 - 02.2020
IT Support Specialist
IT Integrations LLC
01.2018 - 03.2019
Bachelor of Arts - Creative Advertising
Southern Methodist University
08.2012 - 05.2016