Cedric Whigham
Sacramento,CA
Summary
Seeking a Technical support role with 9 years of experience in IT systems support and technical troubleshooting. Proven expertise in designing and implementing networking solutions, analyzing system performance, and automating processes. Skilled in Weblogic, ServiceNow, and Windows Server, with a strong foundation in configuring networking hardware and software.
Overview
9
9
years of professional experience
Work History
IT Systems Support
Red River Managed Services
Sacramento, United States
09.2019 - Current
- Design and implement networking solutions and provide technical support for networking systems, including configuration of networking hardware and software
- Manage helpdesk ticketing system and provide support for Windows 10 and 11 system configurations, troubleshooting update-related issues and end-user queries
- Identify opportunities to automate and optimize imaging processes, implementing solutions to enhance system performance and conducting root cause analysis for outages
- Document procedures for system administration and maintenance, create and maintain system inventories, and work with MFA systems such as Duo and Okta to ensure successful deployments
Level 1 IT Systems Support
Gap Inc
Rocklin, United States
01.2019 - 09.2019
- Investigated and resolved customer inquiries by providing Tier 1 technical support for software and hardware issues through phone, email, and live chat channels
- Monitored and managed support requests in the ticketing system, ensuring classification, prioritization, and assignment of tickets to the appropriate team members for efficient resolution
- Conducted first-level diagnosis and troubleshooting for Windows 10/11 performance issues, ensuring follow-up with customers to confirm their satisfaction and referring complex issues to higher-level support when necessary
Help Desk Support
Transcosmos
Sacramento, United States
08.2017 - 01.2019
- Addressed and resolved customer inquiries and complaints related to product features and technical issues, ensuring customer satisfaction
- Configured and maintained Windows 10/11 systems for optimal performance, contributing to efficient operations
- Monitored service queues and communicated feedback to management, identifying trends to enhance service delivery
Tier 2 Technical Support
Voxpro
Folsom, United States
10.2015 - 08.2017
- Handled and resolved Tier 2 technical support requests, ensuring timely and effective solutions
- Communicated with customers to gather essential information and provide regular updates on request status
- Escalated complex technical issues to specialized teams, maintaining seamless workflow and resolution efficiency
Education
Associate - Communications
Sacramento City College
Sacramento05.2003
Skills
- Weblogic
- Azure
- ServiceNow
- Windows Server
- F5 Networks
- IT systems support
- Monitoring systems
- VoIP Systems Familiarity
- Payment Systems Familiarity
- Point of Sale systems familiarity
- Security information systems
- User account provisioning
- Group policy administration
- Active directory migration
- Windows server administration
- MacOS troubleshooting
- MacOS support
- Azure active directory
- IIS administration
- PowerShell scripting
- DNS management
- Server hardware maintenance
- Remote desktop services
- Office 365 administration
- Network troubleshooting
- Active directory administration
- Hyper-v virtualization
- Windows deployment services
- SQL server administration
- Remote Access solutions
Timeline
IT Systems Support
Red River Managed Services
09.2019 - Current
Level 1 IT Systems Support
Gap Inc
01.2019 - 09.2019
Help Desk Support
Transcosmos
08.2017 - 01.2019
Tier 2 Technical Support
Voxpro
10.2015 - 08.2017
Associate - Communications
Sacramento City College