Summary
Overview
Work History
Education
Skills
Timeline
Generic

Christopher Crawford

Huntington Beach,CA

Summary

I’m a highly motivated and professional individual. I’m currently seeking a position in Information Technology Helpdesk Support/ Cyber Security with the potential for growth as I am currently finishing my computer science degree and taking certificate courses to my improve craft. I’ve acquired over six years of customer service and helpdesk-related skills and experience.



Overview

5
5
years of professional experience

Work History

IT Support Service Representative

Pacsun
06.2023 - 10.2023
  • Provided support to stores on all P.O.S. System concerns, including hardware allocation issues, software errors, connectivity problems, and system failures. Demonstrated strong troubleshooting skills by systematically analyzing and diagnosing technical issues with P.O.S. equipment, software applications, and network configurations. Quickly identified root causes of problems through careful assessment, providing effective resolutions in compliance with Service Level Agreements (SLAs).
    Problem tracking and reporting services were efficiently managed for field, remote, and corporate users. Utilized advanced diagnostic tools and logs to monitor system performance and troubleshoot issues, ensuring that service interruptions were minimized and resolved within agreed time frames. Actively collaborated with cross-functional teams to escalate complex issues and find timely solutions.
    Tier 1 support involved a range of technical troubleshooting tasks, from diagnosing and resolving hardware malfunctions (e.g., barcode scanner issues, cash register connectivity) to addressing software bugs and performance slowdowns. Applied analytical skills to troubleshoot POS software issues, resolving error messages, configuration problems, and syncing issues between registers and centralized servers.
    Network issues were handled by diagnosing connectivity problems between devices and servers, utilizing tools to monitor network traffic and system performance. When network failures occurred, applied troubleshooting methods to quickly restore service, such as checking cabling, resetting devices, and reviewing system logs for inconsistencies.
    Performed proactive troubleshooting during the configuration process for new, refreshed, and temporary stores, ensuring that all systems were fully operational and troubleshooting any integration issues that arose during store setup.
  • Maintained productivity and quality standards at all times.

Helpdesk Analyst

Del Taco
06.2023 - 10.2023
  • Efficiently received, processed, and resolved over 200+ helpdesk tickets daily from restaurant locations, ensuring minimal downtime and quick resolution of technical issues related to hardware, software, network connectivity, and user account management.
    Leveraged VNC software and Command Center to remotely access systems and provide real-time support to staff, diagnosing and resolving technical problems across various devices (personal computers, POS systems, video/audio displays, printers, etc.). Delivered high-quality service in fast-paced restaurant environments, maintaining operational continuity.
    Provided hands-on training and guidance to restaurant managerial staff on how to resolve common technical issues independently, promoting self-sufficiency in day-to-day operations. This included explaining the use of diagnostic tools, request tracking systems, and troubleshooting methods. Assisted with the setup of secure user accounts and permissions, including email configuration, password resets, and Okta Single Sign-On (SSO) integrations for seamless access to critical restaurant applications such as Ultrabos. Ensured all accounts adhered to organizational security policies and best practices. Worked closely with restaurant management to ensure proper access to and functionality of business-critical applications, including troubleshooting login issues and verifying permissions. Aided in extracting, summarizing, and formatting data from various systems, providing actionable insights to enhance restaurant operations and reporting.Coordinated and supported the installation, configuration, and ongoing maintenance of a wide range of technology devices, such as personal computers, video/audio displays, printers, and networking hardware. Ensured smooth operations of critical restaurant technology, troubleshooting issues with cabling and hardware components to minimize disruptions. Ensured alignment between IT systems and restaurant operations for maximum efficiency.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.

Helpdesk Analyst

BJ’s Restaurant Inc.
02.2022 - 05.2023
  • Provided first-level technical support to over 200+ restaurant locations, ensuring the timely resolution of helpdesk tickets through the use of VNC software systems. Diagnosed and troubleshooted a wide range of technical issues, including system outages, hardware malfunctions, and software errors, ensuring minimal downtime and efficient operation of restaurant services. Delivered personalized, clear guidance and training to managerial staff, empowering them with the knowledge to resolve common issues independently. Utilized diagnostic tools and request tracking systems to manage, prioritize, and escalate tickets as necessary, while providing detailed follow-up to ensure issues were fully resolved. Collaborated cross-functionally with internal IT teams to escalate complex issues and contribute to broader problem management initiatives. Maintained a high level of customer service, building strong relationships with restaurant management teams and improving overall user satisfaction.
  • Used ticketing systems to manage and process support actions and requests.

Escalation Technician

Beachbody LLC
11.2020 - 01.2022
  • Provided expert support to customers for both web and mobile applications, guiding them through detailed, step-by-step troubleshooting processes to resolve audio and video streaming errors. Offered assistance with product installations, billing inquiries, and account setup to ensure optimal user experience. Leveraged deep technical knowledge and problem-solving skills to address and resolve customer concerns efficiently, reducing escalations and increasing customer satisfaction.

    Audio & Video Streaming Troubleshooting: Delivered detailed support for customers encountering streaming errors, including diagnosing and resolving issues related to network connectivity, application settings, and device compatibility.
    Product Installation & Configuration: Assisted customers with the smooth installation and setup of software and hardware products, ensuring users could quickly access and benefit from their purchases.
    Billing Support: Guided customers through billing processes, including payment issues, account inquiries, and subscription management, ensuring clarity and transparency in all transactions.
    Issue Resolution & Customer Engagement: Provided empathetic, patient, and effective communication, ensuring a high level of customer satisfaction while troubleshooting technical issues, troubleshooting via phone, email, and live chat support.
    Key Skills & Competencies:

    Automation: Implemented automated systems and processes to streamline customer support workflows, improving efficiency and response times.
    Single Sign-On (SSO): Assisted in the implementation and troubleshooting of SSO systems, simplifying user access and enhancing security.
    Advanced Troubleshooting: Applied in-depth technical knowledge to identify and resolve complex customer issues related to network security, application performance, and device compatibility.
  • Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.

Hyundai Parts Helpdesk Specialist

Mobis Parts America
01.2019 - 02.2020
  • Delivered prompt and effective technical support to dealership teams, assisting them with parts requests and resolving open cases related to system issues or inquiries.
    Managed and prioritized support tickets, ensuring that each case was resolved within the agreed service level agreements (SLAs).
    Collaborated with dealership staff to troubleshoot and resolve issues, providing step-by-step guidance via phone, email, or remote support tools.
    Enhanced customer satisfaction by providing clear explanations of technical issues and solutions, ensuring a smooth resolution process.
    Data Entry Support Using DiSTI’s GL Studio User Interface for Telluride:

    Provided accurate and efficient data entry support, utilizing DiSTI’s GL Studio user interface for Telluride, ensuring data integrity and consistency.
    Assisted in the setup and configuration of user interfaces for Telluride, contributing to the development and maintenance of a user-friendly environment for internal teams and dealership partners.
    Conducted routine quality checks on entered data, identifying and correcting discrepancies to improve overall data accuracy.
  • Followed all company policies and procedures to deliver quality work.

Helpdesk Agent

CalOptima
05.2018 - 12.2018
  • Query Troubleshooting: Efficiently managed and resolved an average of 200 inbound queries per day via phone and email, addressing issues from county agencies and Medi-Cal members. Provided accurate and timely solutions to technical inquiries, billing questions, and system access problems, ensuring high customer satisfaction and minimal follow-up.
    Data Entry and Report Compilation: Handled complex data entry tasks including sorting, merging, and cleansing large datasets within the COTAP database. Compiled comprehensive reports and maintained detailed tables and files, ensuring data accuracy and integrity for internal stakeholders and external agencies.
    Database Management: Assisted in organizing and optimizing data storage, processing, and retrieval using COTAP. Ensured proper database backups and managed data flow to facilitate accurate reporting and decision-making for Medi-Cal services.
    System Maintenance and Monitoring: Regularly monitored system performance, diagnosing potential issues and implementing corrective actions proactively. Ensured seamless operation of internal systems and resolved user-reported technical problems promptly.
  • Compiled and accurately entered data for each customer encounter to record in system.

Education

B.S. - Information Technology

University of Phoenix
Huntington Beach, CA
12.2026

Skills

  • Technical troubleshooting
  • System configuration
  • Proficient in Technology
  • Password management and system testing
  • Customer service expertise
  • Database optimization
  • Complaint handling
  • Database management
  • Customer relationship management
  • Account updates
  • Account management
  • Service reporting
  • Service recommendations
  • Account updating
  • System updates
  • Trend tracking
  • Technical support

Timeline

IT Support Service Representative

Pacsun
06.2023 - 10.2023

Helpdesk Analyst

Del Taco
06.2023 - 10.2023

Helpdesk Analyst

BJ’s Restaurant Inc.
02.2022 - 05.2023

Escalation Technician

Beachbody LLC
11.2020 - 01.2022

Hyundai Parts Helpdesk Specialist

Mobis Parts America
01.2019 - 02.2020

Helpdesk Agent

CalOptima
05.2018 - 12.2018

B.S. - Information Technology

University of Phoenix

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