David Lovejoy
McCalla,AL
Summary
Dependable Technical Support Technician with over 10 years of helpdesk experience. Assist end-users with complex technical issues. Communicate complicated concepts in a clear manner. I am able to work well within a team or alone to diagnose and resolve multiple varieties of IT related issues. I will apply any troubleshooting necessary to resolve an issue that is presented in a timely manner.
Overview
7
7
years of professional experience
Work History
Tier 2 Technical Support Specialist
NaphCare
Birmingham, Alabama
03.2022 - 08.2024
- Monitored the performance of multiple web-based applications to ensure optimal operation.
- Performed data manipulation in databases using SQL queries.
- Responded quickly to customer requests regarding application problems or changes.
- Tested application functionality prior to release into production environment.
- Identified root causes of application errors and implemented solutions to prevent recurrence.
- Interfaced with third party vendors when necessary for resolution of escalated issues.
- Implemented access control policies within the network infrastructure as required by client needs.
- Assisted in developing strategies for improving user experience with existing applications.
- Offered go-live support during critical activation period for smooth implementation.
Field Service Technician
Logista Solutions
Bessemer, AL
06.2021 - 12.2021
- Leveraged equipment to complete tests, maintenance, repairs and overhauls.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
- Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
- Removed malware and viruses from laptops and desktop systems using specialized software.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Configured and installed PCs and printers.
Field Service Technician
Redwave Technology
Gardendale, AL
03.2021 - 06.2021
- Devised incisive workarounds and resolutions for IT-related problems.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Oversaw equipment and system operations, surveying for potential security vulnerabilities and upgrade needs.
- Installed and supported desktop software titles and add-ons.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
- Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Tier 2 Technical Support Specialist
Momentum Telecom
Birmingham, AL
08.2017 - 12.2020
- Promoted from Tier1 Support to Tier2 Support July of 2018.
- Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
- Consistently responded to customer service emails within standard response window.
- Responded to over 120 individual tickets every week to provide end-user support on SIP services and other IT related issues.
Education
Associate of Applied Science - Computer Programming
Jefferson State Community College
Birmingham, AL05.2015
High School Diploma -
Hueytown High School
Hueytown, AL05.2009
Skills
- Hardware diagnostics
- Service desk support
- Desktop Support
- Hardware configuration
- LAN/WAN
- Equipment repair
- Computer maintenance
- Hardware upgrades
- Database Management
- Database Administration
- Microsoft SQL
- Application support
Timeline
Tier 2 Technical Support Specialist
NaphCare
03.2022 - 08.2024
Field Service Technician
Logista Solutions
06.2021 - 12.2021
Field Service Technician
Redwave Technology
03.2021 - 06.2021
Tier 2 Technical Support Specialist
Momentum Telecom
08.2017 - 12.2020
Associate of Applied Science - Computer Programming
Jefferson State Community College
High School Diploma -
Hueytown High School
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