Connor Calhoun

Work History

AV Technician/Help Desk Analyst Tier 1

Franklin College

02.2022 - Current

Improved client satisfaction by promptly addressing AV equipment issues and providing efficient solutions.
Reduced setup times for events by streamlining the process of assembling and disassembling AV systems.
Enhanced audio quality for presentations with meticulous attention to microphone placement and sound mixing.
Maximized event success by carefully planning and executing all aspects of AV support, from pre-production to post-event teardown.
Assumed roles amidst already pre-existing responsibilities with accuracy and punctuality.
Responsible for all college events, from simple classroom events and meetings to Graduation and Commencement.
Demonstrated flexibility in adapting to last-minute changes in event schedules or technical requirements while maintaining a professional demeanor throughout challenging situations.
Tested and calibrated audio and visual equipment to verify proper operation.
Recruited and trained student workers to the limit of their ability to start their careers in the industry.
Handled up to 5 events a day, as well as up to 30 tickets daily. All with care, accuracy, and timeliness

Help Desk Team Leader

Franklin College

02.2021 - Current

Enhanced end-user experience by regularly updating software applications and troubleshooting hardware issues promptly.
Devised strategies to improve help desk team morale and motivation, leading to increased employee retention rates.
Implemented remote desktop solutions for offsite employees, enhancing productivity while maintaining secure access to corporate resources.
Created support documentation that enabled users to extend skills, leverage system features, and find resolutions to questions without intervention from the support team.
Acted as a main point of contact for multiple third-party applicants and handled numerous annual assistance calls.
Assisted in the development of company-wide IT policies that contributed to improved security measures and overall efficiency within the organization.
Managed a team of (7) help desk technicians, resulting in increased efficiency and improved service quality.
Trained new employees on help desk procedures, ensuring consistent and high-quality customer support.
Implemented a ticketing system to track user issues effectively, leading to quicker response times.
Upgraded existing infrastructure by planning and executing successful migration projects between Active Directory versions or platforms.
Increased productivity levels within the IT department by identifying opportunities for process improvement related to Active Directory management.
Evaluated emerging technologies for potential implementation into existing systems, staying current with industry trends to maintain a competitive edge in technology infrastructure management. (This proved invaluable to a smaller college.)

Jr Systems Admin

The Walking Company

09.2019 - 01.2021

Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
Streamlined network administration tasks for increased efficiency through automation scripts.
Supported remote workforce needs by configuring secure VPN connections enabling them to access critical resources from any location.
Professional user of Active Directory.
Maintained strong working relationships with cross-functional teams, collaborating on joint initiatives that supported organizational goals.

Barista Shift Manager/Lead Key Holder

Starbucks

06.2017 - 08.2019

Improved beverage consistency across shifts by implementing standardized recipes and techniques for all baristas.
Fostered a positive work environment through team building exercises and clear communication.
Provided outstanding customer service, addressing concerns promptly and professionally to maintain brand reputation.
Maintained equipment functionality by scheduling regular maintenance checks and repairs as necessary, minimizing downtime due to malfunctions.
Engendered customer loyalty by remembering personal preferences and allergy information.
Trained new employees in company policies, barista techniques, and customer service skills for consistent performance across all staff members.
Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
Maximized sales by implementing innovative marketing strategies and promotional events.
Enhanced customer satisfaction by providing high-quality beverages and efficient service.

Summary

Overview

Work History

AV Technician/Help Desk Analyst Tier 1

Help Desk Team Leader

Jr Systems Admin

Barista Shift Manager/Lead Key Holder

Education

High School Diploma -

Skills

Certification

Languages

Accomplishments

Work Availability

Work Preference

Work Type

Work Location

Important To Me

Timeline

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