Christopher Myers
Albuquerque,NM
Summary
Information Technology Specialist with over 20 years of expertise in customer service, leadership and Information technology. Proven track record in aligning IT solutions with business objectives, streamlining processes, and driving operational efficiency. Skilled in technical troubleshooting, user role and permissions management, and providing comprehensive end-user support, consistently recognized for high-quality performance in fast-paced environments. Committed to fostering innovation while adapting seamlessly to evolving demands.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Corporate IT Analyst/Help Desk Support Specialist
Laguna Development Corporation/Route 66 Casino
Albuquerque, NM
06.2023 - 06.2024
- Provided support to end-users in troubleshooting application issues.
- Assisted in deploying new systems and services into production environment.
- Tested, maintained and monitored computer programs and systems.
- Trained staff and users to work with computer systems and programs.
- Coordinated installation of updated computer programs and systems.
- Provided training to end-users on how to use newly deployed systems effectively.
- Maintained quality-focused performance benchmarks and schedules when directing project teams.
- Collaborated with team members to deliver projects within scheduled deadlines.
- Developed, documented and revised system design procedures and quality standards.
- Troubleshot program and system malfunctions to restore normal functioning.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Manager
Carenet Health: Healthcare Engagement Services
05.2020 - 06.2021
- Conducted a comprehensive inventory of computer equipment to ensure the availability of necessary resources for performing required tasks, while also verifying that all employees were equipped with the requisite computer hardware
- Oversaw the maintenance of both hardware and software for up to 90 desktop PCs, catering to client needs to ensure the provision of top-tier customer service
- Utilized software such as Verint for scheduling and forecasting to remain efficient and meet all required metrics based on contracts with clients
- Analyzed reports and customer calls to create plans for exceeding goals, as well as managing profit and loss
- Took on the responsibility of establishing a completely new department within United Healthcare Systems, which included assembling a team of 70 to 80 employees
- This encompassed tasks such as recruitment, setting up equipment, staffing, and overseeing the comprehensive growth and development of the employees
- Conducted trainings for employees on the use of equipment and software to ensure the customer issues are resolved and timely
- Collaborated with HQ to ensure that all PCs, networking, software and access were ready for new hire employees
Supervisor
T-Mobile
Albuquerque, NM
08.2004 - 02.2020
- Developed proficiency in 15 agents for superior results in multiple sectors including sales, support and tech troubleshooting.
- Created troubleshooting flows to increase productivity and confidence for employees and customers
- Resolved issues for internal and external customers using various programs.
- Processed and managed tickets across multiple locations, enhancing service efficiency
- Analyzed reports and customer calls to create plans for exceeding goals, as well as managing profit and loss
- Maintained a very high level of performance while supporting peers, site initiatives and changes to the business
- Trained entire site for 7 years in sales, retention and effective troubleshooting due to success and experience
- Won multiple awards including the 'I Am T-Mobile' award for outstanding contributions and performance in all aspects of customer service and technical support
Education
Google IT Support Professional Certificate - IT Support/ITIL
Merit America
Albuquerque, NM07.2023
Some College (No Degree) - Business Management
University of New Mexico-Main Campus
AlbuquerqueSkills
- Cloud Computing
- Cybersecurity Basics
- Team Collaboration
- Technical Troubleshooting
- Customer Support/Customer Service
- Software Configuration
- System Administration
- Analytical Thinking
- Active Directory
- Problem Solving
- Active Learning
- Support documentation
- IT troubleshooting
- Leadership
- Gaming/Casino Software
Certification
- Google IT Support Certificates, 06/01/23
- Bits and Bytes of Computer Networking, 04/01/23
- Operating Systems, 05/01/23
- System Admin and IT Infrastructure, 05/01/23
- Technical Support Fundamentals, 04/01/23
Timeline
Corporate IT Analyst/Help Desk Support Specialist
Laguna Development Corporation/Route 66 Casino
06.2023 - 06.2024
Manager
Carenet Health: Healthcare Engagement Services
05.2020 - 06.2021
Supervisor
T-Mobile
08.2004 - 02.2020
- Google IT Support Certificates, 06/01/23
- Bits and Bytes of Computer Networking, 04/01/23
- Operating Systems, 05/01/23
- System Admin and IT Infrastructure, 05/01/23
- Technical Support Fundamentals, 04/01/23
Google IT Support Professional Certificate - IT Support/ITIL
Merit America
Some College (No Degree) - Business Management
University of New Mexico-Main Campus
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