Casey Larrison
Cincinnati,OH
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
10
10
years of professional experience
Work History
IT Service Desk Analyst
Ahead
02.2021 - 01.2024
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
IT Technician
Pomeroy
02.2018 - 02.2021
- Improved network efficiency by optimizing configurations and implementing necessary updates.
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Streamlined IT support processes, resulting in increased productivity within the department.
- Developed and documented standard operating procedures for consistent IT service delivery across the organization.
- Collaborated with cross-functional teams to achieve seamless integration of new software applications into existing systems.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
Supervisor
Staples
02.2014 - 02.2018
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Education
No Degree - Programming & Computer Science
Shawnee State University
Portsmouth, OHHigh School Diploma -
Live Oaks Vocational School
MilfordSkills
- Network Troubleshooting
- Application Support
- Incident Management
- Escalation Management
- Remote Support
- Problem Solving
- Technical Troubleshooting
- Critical Thinking
- Customer Service
- Service Desk Experience
- Analytical Skills
- Software Installation
Timeline
IT Service Desk Analyst
Ahead
02.2021 - 01.2024
IT Technician
Pomeroy
02.2018 - 02.2021
Supervisor
Staples
02.2014 - 02.2018
No Degree - Programming & Computer Science
Shawnee State University
High School Diploma -
Live Oaks Vocational School
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