Dadrian Hemphill
Houston
Summary
IT Support Specialist with over five years of experience in technical support within telecommunications and enterprise IT. Expertise in troubleshooting fiber internet connectivity, network diagnostics, and configuring static IPs. Proficient in mentoring team members and providing high-quality user training, ensuring improved service delivery and customer satisfaction.
Overview
5
5
years of professional experience
Work History
Residential Technical Support Agent (Tier II)
Paramount Staffing
09.2025 - Current
- Provide Tier II technical support for residential fiber internet customers.
- Diagnose and resolve connectivity issues involving ONTs, routers, Wi-Fi networks, and customer-owned equipment.
- Coordinated escalations with field technicians and internal engineering teams to resolve complex customer issues efficiently.
- Review and approve peer escalations, providing real-time technical assistance to enhance resolution quality.
- Mentored new technicians through shadowing and coaching, improving their technical skills and integration into the team.
- Configure and implement static IP addresses on ONT devices and customer networking equipment.
- Troubleshoot residential landline phone services utilizing MetaView.
Maintenance Technician
Ferguson LLC
Katy
01.2023 - 09.2025
- Performed preventative maintenance on plumbing, HVAC, electrical, and building systems.
- Coordinated maintenance schedules and service calls to ensure timely resolution of issues and reduce operational downtime.
- Assisted with facility infrastructure improvements and installations to enhance overall operational efficiency.
- Installed, terminated, tested, and routed CAT6 network cabling.
- Operated forklifts and skid steers while completing daily equipment inspections.
IT Consultant
Gulf States Toyota
San Felipe
03.2021 - 12.2022
- Partnered with vendors to troubleshoot and resolve hardware and software issues, enhancing system reliability.
- Supported daily IT operations, maintaining continuity and minimizing disruptions to business activities.
- Configured and supported mobile devices for end users.
- Troubleshot office equipment, desktops, printers, and enterprise applications.
- Supported workstation deployments, equipment relocations, and IT hardware installations.
- Created user documentation and led technical training sessions to improve user understanding and utilization of IT resources.
Education
Associate of Applied Science - Information Technology
Wharton County Junior College
Wharton, TX07-2026
Skills
- ONT Provisioning
- Fiber troubleshooting
- TCP/IP
- Static IP Configuration
- Network Diagnostics
- Active Directory
- Windows administration
- AWS
- Google Workspace
- RingCentral
- Meraki
- MetaView
- Desktop & Laptop Hardware
- Printer support
- Scanners
- Copiers
- iOS devices
- Android troubleshooting
- Technical writing
- User Training
- Incident management
- Ticketing software
- Remote Support
- Escalation Management
- Customer Service
- Autodesk
- Smallpdf
- AOE
- VEX AOE
- Mosaic
- CTS AOE
- CMS
- Customer Service
Additional Information
Capable of lifting and moving equipment exceeding 50 pounds., Strong telephone communication and customer relationship skills., Service-oriented professional with a positive attitude and commitment to delivering outstanding technical support.
Timeline
Residential Technical Support Agent (Tier II)
Paramount Staffing
09.2025 - Current
Maintenance Technician
Ferguson LLC
01.2023 - 09.2025
IT Consultant
Gulf States Toyota
03.2021 - 12.2022
Associate of Applied Science - Information Technology
Wharton County Junior College