Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
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Carwyn Steele

Dallas

Summary

Detail-oriented with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.


Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Support Specialist

CloudScale365
11.2023 - Current
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Generated reports to track performance and analyze trends.


COMPUTER TECHNICIAN

Med Center Health
02.2023 - 11.2024
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Provided technical support via 200 phone calls, 700 emails, and 1K remote sessions for 1.3K end-users.
  • Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
  • Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
  • Linked computers to network and peripheral equipment.
  • Used diagnostic tools to identify hardware failures and replace non-functional components.

ADVANCE REPAIR TECHNICIAN

Geek Squad, Inc.
10.2022 - 02.2023
  • Tended to machines, troubleshot malfunctions, and completed basic repairs to keep equipment fully functional and well-maintained.
  • Reviewed technical documentation to complete equipment maintenance and repair.
  • Installed software and data transfers with different user's devices. Worked by entering these devices through the front and back end.
  • Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
  • Maintained inventory of repair supplies and ordered parts.
  • Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.


PRODUCTION GROUP LEADER

General Motors
08.2021 - 10.2022
  • Executed manufacturing initiatives to support continuous improvement and facilitate on-time performance.
  • Oversaw talented team of 30 employees by actively communicating project information, relaying issues, and delivering positive feedback.
  • Maintained and monitored employee's timecard by utilizing Kronos system.
  • Executed lean manufacturing initiatives to support continuous improvement and facilitate on-time performance.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.

LEAD AV TECHNICIAN

Downing Student Union
02.2019 - 08.2021
  • Dealt with customers to deal with Audio Visual questions and issues in a timely manner.
  • Coached customers on technology needs and involvement.
  • Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
  • Tested and calibrated audio and visual equipment to verify proper operation.
  • Set up projectors, laptops and microphones for live presentations.
  • Programmed and operated audio-visual equipment to support seamless live events.


Education

BA - Computer Science, Minor Communication

WESTERN KENTUCKY UNIVERSITY
Bowling Green, KY
05-2021

Skills

  • Python, C, Java, JavaScript, HTML, SQL, Audio Visual equipment, PA System, Microsoft applications, Kronos, Citrix
  • Application support
  • User credential management
  • Network diagnostics
  • Hardware diagnostics
  • Service support
  • Desktop support
  • Staff education and training
  • Ticket management
  • Data recovery
  • Microsoft outlook
  • TCP/IP
  • Access issue resolution
  • Operating systems
  • Account updating
  • Technical documents comprehension
  • Performance testing
  • User support
  • Business development
  • Network configuration
  • Application installations
  • Technical troubleshooting
  • Software installation
  • Systems analysis
  • Antivirus software
  • Call center operations
  • Windows 10
  • LAN/WAN
  • Remote support
  • MS office proficiency
  • Mac systems
  • System diagnostics
  • User guidance

Affiliations

Alpha Phi Alpha Fraternity, Inc.

Human Rights Board of Commission

MLK Character Award

Certification

  • Criminal Justice Information Services Security Privacy - 1 year
  • Licensed MS-900 Certification - 1 year

Timeline

IT Support Specialist

CloudScale365
11.2023 - Current

COMPUTER TECHNICIAN

Med Center Health
02.2023 - 11.2024

ADVANCE REPAIR TECHNICIAN

Geek Squad, Inc.
10.2022 - 02.2023

PRODUCTION GROUP LEADER

General Motors
08.2021 - 10.2022

LEAD AV TECHNICIAN

Downing Student Union
02.2019 - 08.2021

BA - Computer Science, Minor Communication

WESTERN KENTUCKY UNIVERSITY

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