Dynamic IT professional with over 20 years of experience in technical support and troubleshooting, demonstrating a proven track record of efficiently resolving complex issues. Expertise encompasses a wide range of operating systems and software applications, ensuring seamless user experiences and optimal system performance. Currently advancing skills through enrollment in a Cybersecurity program, focusing on network security and system administration to remain at the forefront of the evolving technological landscape. Committed to leveraging extensive knowledge and continuous learning to drive organizational success and enhance security protocols.
Hi, I’m
Connor Toole
Information Technology
Robbinsdale,MN
Summary
Overview
26
years of professional experience
Work History
HelloTech
Onsite Tech Support Technician
05.2021 - 05.2023
Job overview
- - Provided onsite technical support for clients, addressing hardware and software issues.
- - Coordinated with clients to assess needs and implement solutions.
Bluecrew & InstaWork
General Labor Roles
05.2021 - 05.2023
Job overview
- - Engaged in various general labor roles, providing support across different environments.
- - Adapted to diverse work situations and collaborated to meet project deadlines.
Self-Employed
Onsite Personal and Business Tech Support
10.2010 - 03.2020
Job overview
- - Delivered onsite technical support for personal and small business clients.
- - Troubleshot network connectivity, provided virus removal, and optimized system performance.
- - Installed and configured operating systems and applications.
- - Assisted in home and office network setup, including Wi-Fi configurations.
- - Educated clients on data security practices and implemented backup solutions.
NCO Group
Team Lead (Contracted to Apple)
12.2008 - 09.2010
Job overview
- - Led a team in providing technical support for Apple hardware and software, specializing in iPod, iPhone, and iMac assistance.
- - Coordinated team activities and monitored ticketing system (PQMS) for customer inquiries.
- - Enhanced team performance through coaching and knowledge sharing.
- - Provided hands-on support and managed a high volume of daily calls.
NCO Group
Help Desk Technician (Contracted to Apple)
05.2008 - 12.2008
Job overview
- - Provided technical support for Apple hardware and software.
- - Supported various Windows versions (98, 2000, XP, Vista, 7) and Mac OS X (10.1-10.6.3, Snow Leopard).
- - Resolved and escalated issues using the ticketing system (PQMS).
- - Managed over 40 calls daily while ensuring customer service standards.
- - Utilized Apple's knowledge base for support inquiries and escalated cases as needed.
Barnes and Noble, Inc.
Customer Service Representative, Book Floor, and Cashier
10.2007 - 02.2008
Job overview
- - Organized and shelved stock to enhance customer experience.
- - Processed customer orders and tracked inventory for accurate delivery.
- - Developed and executed promotions and special projects.
- - Provided customer service and managed cash, credit, and check transactions.
Computer Renovators, Inc.
Head Technician and Assistant Manager
05.1997 - 01.2000
Job overview
- - Organized technical workstations and managed logistics for parts and scheduling.
- - Directed tasks for technicians and maintained service delivery standards.
- - Performed hardware and software break-fix duties and provided phone support.
- - Led training for new technicians on troubleshooting techniques.
- - Helped build the first dial up service in Lake City, MN in conjunction with Computer Renovators
Education
Western Governors University
from Cybersecurity Program
University Overview
- Currently enrolled in Cybersecurity Program
Minnesota State University, Mankato
from Computer Science and Electrical Engineering Technology
University Overview
- Double major in Computer Science and Electrical Engineering Technology (Incomplete)
Minneapolis Community and Technical College
05-2006
University Overview
August 2003 - May 2006, January 2008 - May 2008
Lincoln High SchoolLake City
High School Diploma
06-1999
University Overview
Skills
Remote support
Software installation
IT asset management
Ticketing system proficiency
Wireless networking
Network configuration
Training and mentoring
Application support
Server administration
Virus removal
Help desk experience
Device configuration
Mobile device support
Hardware maintenance
Software updates
Data backup management
System diagnostics
IT security protocols
Information security awareness
Virtualization technologies
Operating systems expertise
Mac OS support
Network monitoring
Linux administration
Network troubleshooting
Hardware installation
Software configuration
Server maintenance
Data recovery
Patch management
Information security
Network security
System administration
Mobile device management
Operating systems
Windows server
Firewall configuration
Network architecture
Network support
Customer service
Problem-solving
Remote technical support
Microsoft windows and office
Problem-solving abilities
Technical issues analysis
Troubleshooting network issues
Help desk support
Desktop support
Timeline
Onsite Tech Support Technician
HelloTech
05.2021 - 05.2023
General Labor Roles
Bluecrew & InstaWork
05.2021 - 05.2023
Onsite Personal and Business Tech Support
Self-Employed
10.2010 - 03.2020
Team Lead (Contracted to Apple)
NCO Group
12.2008 - 09.2010
Help Desk Technician (Contracted to Apple)
NCO Group
05.2008 - 12.2008
Customer Service Representative, Book Floor, and Cashier
Barnes and Noble, Inc.
10.2007 - 02.2008
Head Technician and Assistant Manager
Computer Renovators, Inc.
05.1997 - 01.2000
Minnesota State University, Mankato
from Computer Science and Electrical Engineering Technology
Minneapolis Community and Technical College
Western Governors University
from Cybersecurity Program
Lincoln High School
High School Diploma