Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Clayton Winter

Memphis,TN

Summary

Dynamic L1 Support Engineer at Path Forward IT, adept at leveraging skills in Active Directory and customer service to enhance user satisfaction. Successfully managed ticketing systems and developed knowledge base articles, driving efficiency and resolving issues promptly. Recognized for exceptional problem-solving abilities, and effective communication in high-pressure situations. Successfully onboarded new clients, and improved operational efficiency through effective collaboration and problem-solving skills.

Overview

7
7
years of professional experience
1
1
Certification

Work History

L1 Support Engineer

Path Forward IT
Memphis, TN
08.2023 - Current
  • Manages the ticketing system to track, prioritize, and resolve customer support requests.
  • Answers user inquiries to resolve computer software, or hardware operation problems.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Developed knowledge base articles related to common technical problems and solutions.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Provides real-time, onsite support via phone, email, and chat to address customer technical concerns.
  • Maintains composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Refer major hardware or software problems, or defective products, to vendors or technicians for service.
  • Creates new user accounts, reset passwords, manage access privileges.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Line Cook

Houston's Restaurants
Memphis, TN
10.2018 - 08.2023
  • Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate.

Education

PMP+ - Project Management

Tech901
Memphis, TN
08-2025

CompTIA+ - Basic Hardware, Software, and Networking Knowledge

Tech901
Memphis, TN
04-2019

High School Diploma -

DeSoto Central High School
Southaven, MS
08-2016

Skills

  • Connect Wise
  • Auto Task
  • Datto RMM
  • Screen Connect
  • Global Protect VPN
  • Active Driectory
  • PowerShell
  • M365 Apps
  • EMR Software
  • MFA Software
  • New Client Onboarding Projects
  • Apple Business Manager
  • Payment Platforms
  • Imaging Software
  • Audio and Visual Setup
  • Windows10/11 MACOS

Certification

  • CompTIA+
  • Currently Enrolled for PMP+

References

References available upon request.

Timeline

L1 Support Engineer

Path Forward IT
08.2023 - Current

Line Cook

Houston's Restaurants
10.2018 - 08.2023

PMP+ - Project Management

Tech901

CompTIA+ - Basic Hardware, Software, and Networking Knowledge

Tech901

High School Diploma -

DeSoto Central High School

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