Darrell Whiting
Houston,TX
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
8
8
years of professional experience
Work History
IT Field Service Technician
Prime Systems
11.2024 - Current
- Improved overall network performance by troubleshooting connectivity issues and optimizing configurations.
- Maximized equipment lifespan through routine maintenance checks, updates, and repairs as needed.
- Developed strong relationships with clients by consistently delivering high-quality service and maintaining open lines of communication.
- Established a reputation for excellent problem-solving skills by resolving challenging technical issues promptly and effectively.
- Diagnosed and troubleshot hardware, software and network issues.
Tier 2 Technical Support Representative
Apple
01.2023 - 11.2024
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Leveraged data-driven monitoring systems to identify and resolve potential issues.
- Developed proactive tools to assist customers and internal support organization.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
Help Desk Support Technician
Medline Industries
04.2020 - 12.2022
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Created user accounts and assigned permissions.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Help Desk Technician
Amazon
03.2017 - 04.2020
- Walked individuals through basic troubleshooting tasks.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed and configured operating systems and applications.
- Promoted positive work culture within the team by providing constructive feedback, fostering collaboration, and maintaining a solution-oriented mindset.
- Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
Education
High School Diploma -
Cypress Springs High School
Sophomore - Cyber Security
Houston Community College
Skills
- Remote Technical Support
- On-Site Technical Support
- Computer Diagnostics
- Software diagnosis
- System Administration
- Troubleshooting Network Issues
- Microsoft Windows and Office
- Mac systems
- Hardware Installation
- Customer service expert
Accomplishments
- Achieved metrics goal, by completing troubleshooting with accuracy and efficiency.
- Resolved product issue through consumer testing.
- Documented and resolved issues which led to team success.
- Supervised team of 10 staff members.
Education
true,false
Timeline
IT Field Service Technician
Prime Systems
11.2024 - Current
Tier 2 Technical Support Representative
Apple
01.2023 - 11.2024
Help Desk Support Technician
Medline Industries
04.2020 - 12.2022
Help Desk Technician
Amazon
03.2017 - 04.2020
Sophomore - Cyber Security
Houston Community College
High School Diploma -
Cypress Springs High School
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