Christopher R Cross
La Crosse,WI
Summary
To obtain a position that will enable me to use my strong customer service skills, organizational skills, and my ability to work well with others. Proven track record of efficiently prioritizing and handling multiple tasks. Exercises independent judgment and is proactive in handling customer needs. Collaborative team player with a service-focused mindset. Skilled Help Desk Team Leader with background in managing technical support teams. Experience includes improving help desk response times, implementing new software solutions, and training staff to maximize efficiency. Strengths lie in exceptional problem-solving abilities, adept leadership skills, and proficiency in streamlining workflow processes to enhance customer satisfaction. Significant impact achieved through designing effective strategies for swift issue resolution and team productivity optimization.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Help Desk Team Leader
Ironcore-inc
La Crosse, WI
09.2021 - Current
- Provide incident management for issue identification, diagnosis, troubleshooting, tracking, escalation, and resolution for hardware and software issues relating to computers, laptops, mobile devices, and related peripherals, prior to escalation.
- Fulfill requests related to new setups, software installations, permissions, configurations, etc.
- Respond to requests for technical assistance by phone and electronically.
- Remotely diagnose and resolve technical hardware and software issues.
- Research questions using available resources, following standard help desk procedures.
- Identify, diagnose, and resolve computer problems.
- Remotely diagnose and resolve end-user network, email, and web access problems.
- Participates in projects as assigned.
- Trained new employees on support processes, procedures, and knowledge base.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Maintained positive working relationship with fellow staff and management.
- Oversaw daily performance of computer systems.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Developed and maintained documentation for the Help Desk team processes and procedures.
- Monitored help desk tickets to ensure timely resolution of customer inquiries.
- Performed daily maintenance activities such as backups, patch management, and system monitoring.
- Provided technical support and troubleshooting assistance to customers regarding hardware, software, and network issues.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Resolved escalated customer issues requiring special attention or expertise.
- Mentored other technologists and support professionals to provide professional development and skill enhancement.
Assistant Manager
Napa Auto Parts
11.2013 - 01.2021
- Build, train, and supervise a strong sales team
- Plan and organize for each week
- Manage inventory accuracy
- Prepare freight for return to distribution center
- Coordinate breakdown of freight and stock inventory
- Provide excellent customer service at initial point of contact to resolve customer questions and issues
Counter Sale Person
Orielly’s Auto Parts
06.2012 - 11.2013
- Provide excellent customer service at initial point of contact to resolve customer questions and issues
- Respond to service inquiries and coordinate resolutions with management and other associates
- Consistently maintain a positive attitude and establish friendly professional atmosphere that promotes attentive customer service
- Maintained a cohesive and productive work environment, ensuring timeliness and efficiency for our customers
- Reset store based on monthly adds
- Install fixtures and appropriate merchandising aids
- Process merchandising information
Assistant Manager
Napa Auto Parts
11.2001 - 06.2012
- Build, train, and supervise a strong sales team
- Plan and organize for each week
- Manage inventory accuracy
- Prepare freight for return to distribution center
- Coordinate breakdown of freight and stock inventory
- Provide excellent customer service at initial point of contact to resolve customer questions and issues
Education
CEH -
EC-Council Learning
01.2025
Bachelor of Science - Cyber Security
Colorado Technical University Online
Colorado Springs, CO01.2020
High School -
Galesburg Senior High School
Galesburg, IL01.1991
Skills
- System Repair Expertise
- Networking
- Computer Diagnostic
- Retail Management
- Sales
- Scheduling
- Merchandising
- Team building
- Inventory
- Set up servers and workstations
- Diagnosis of MS365
- Sentinel One
- Huntress
- Threat Locker
- Wazuh
- MISP
- Citrix
- Docker
- Active Directory
- GPO
- Remote support
- Software troubleshooting
- Hardware support
References
- Dave Halverson, 608-769-8812, Friend
- Tony Welper, 608-780-2627, Friend
- Randy Domnie, 608-780-7518, Customer
Communication Skills
My communication skills to me are great I do actively listen, ask question if I don’t understand, I do know how to clarify and summarize well, I do develop trust and have good rapport with friends, family, and customers as well. I am an honest person even when I speak.
Certification
USB Drop Attack - Cybrary CC-57725bf4-da55-4dfa-a49b-cb55ed906d96
Social Engineering - Cybrary CC-9f7cfd5c-3fba-4718-8292-e5cb159b5863
Phishing - Cybrary CC-9490b354-d030-40ee-b302-a30cd11d3844
Open Source Intelligence (OSINT) Fundamentals - Cybrary CC-0d5a806a-d3c5-445c-ac59-816d9ecf61ec, How to Use OpenVAS (BSWJ) - Cybrary CC-d2062bb2-df01-4a7b-90ad-62a1915b4d64
NMAP - Cybrary CC-bc184203-913a-47d1-a10d-a02b8a9545b6
Kali Linux Fundamentals - Cybrary CC-2895c88a-51ea-4f67-b8d3-15316f968f47
Fundamentals of Vulnerability Management - Cybrary CC-86a0e77f-cd4a-4378-805e-3a34825a4185, DNSTwist Fundamentals - Cybrary CC-57191ccf-3c90-46e6-9f82-ca247a9d75c4
References
References available upon request.
Timeline
Help Desk Team Leader
Ironcore-inc
09.2021 - Current
Assistant Manager
Napa Auto Parts
11.2013 - 01.2021
Counter Sale Person
Orielly’s Auto Parts
06.2012 - 11.2013
Assistant Manager
Napa Auto Parts
11.2001 - 06.2012
CEH -
EC-Council Learning
Bachelor of Science - Cyber Security
Colorado Technical University Online
High School -
Galesburg Senior High School
Similar Profiles
David ZakroshviliDavid Zakroshvili
Roofer (Labourer) at IRONCORERoofer (Labourer) at IRONCORE
Matthew HammesMatthew Hammes
Hospice Registered Nurse Case Manager at Mayo Clinic Health SystemHospice Registered Nurse Case Manager at Mayo Clinic Health System
Dominick GarciaDominick Garcia
Assistant Sales/Production Manager at Affordable RemodelingAssistant Sales/Production Manager at Affordable Remodeling
Sokhon R. SenSokhon R. Sen
Sales Support Coordinator at DLF NASales Support Coordinator at DLF NA
Jodi RoeslerJodi Roesler
Senior, Human Resources Business Partner at Dairyland Power CooperativeSenior, Human Resources Business Partner at Dairyland Power Cooperative