Summary
Overview
Work History
Skills
Certification
Timeline
Generic

David Whatley

Leonard,TX

Summary

Proven Technical Specialist with a track record of resolving complex technical issues for HCL Tech customers, enhancing service functionality across time zones. Expert in network administration and adept at user training, significantly improving support processes using my proficiency in MS Office 365 Suite and Windows platforms. Skilled in fostering vendor relationships to streamline solutions.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Technical Specialist

HCL Tech
03.2023 - Current
  • Trained users on desktops, laptops and mobile devices.
  • Completed troubleshooting and diagnostics on company resources.
  • Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
  • Researched and adopted new technologies to add value to existing offerings.
  • Enhanced interfaces to promote better functionality for users.

Technical Support Call Center Representative

State Farm Insurance Inc
08.2013 - 03.2023
    • Managed high levels of call flow and responded to technical support needs.
    • Used ticketing systems to manage and process support actions and requests.
    • Researched product and issue resolution tactics to address customer concerns.
    • Configured hardware, devices, and software to set up work stations for employees.
    • Collaborated with vendors to locate replacement components and resolve advanced problems.

Technical Support Call Center Representative

Randstad Technologies, LLC
03.2010 - 08.2013
    • Used ticketing systems to manage and process support actions and requests.
    • Researched product and issue resolution tactics to address customer concerns.
    • Researched and identified solutions to technical problems.
    • Diagnosed and troubleshot hardware, software and network issues.

Skills

  • Technical support knowledge
  • User training expertise
  • Network Administration
  • Helpdesk support
  • Application support
  • Proficient with MS Office 365 Suite
  • Proficient with supporting Window 7, 10, and 11
  • Telecommunications
  • Information Security

Certification

  • Certified CompTIA A+ Technician Since 2003

Timeline

Technical Specialist

HCL Tech
03.2023 - Current

Technical Support Call Center Representative

State Farm Insurance Inc
08.2013 - 03.2023

Technical Support Call Center Representative

Randstad Technologies, LLC
03.2010 - 08.2013
David Whatley