Detail-oriented IT professional with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
TSS Computer Engineering
Broadridge Financial Solutions
6 2018 - Current
Served as primary point of contact for support relating to owned solutions and products.
Handle 60 tickets a month, managing ticket queues to ensure tickets were resolved within a timely manner and meeting company's expectations.
Conducted root cause analysis for major incidents to prevent future occurrences, ensuring optimal system performance.
Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
Diagnosed and repaired over 1000 devices yearly supplying either permanent or alternative solutions.
Provided guidance on installing and integrating new hardware components and software to remote clients.
Saved the company $2,400 a year by manually modifying and tracking printer’s necessities to stop overpaying and over ordering supplies.
Delivered 24/7 on call support for executive leader teams, providing patching, updates and urgent troubleshooting when needed.
CompTIA A+ Student
NPower
01.2018 - 05.2018
Followed school and classroom policies, regulations, dress codes and schedules.
Completed rigorous readings as directed to support unit learning goals.
Attended field trips with peers to study topics outside classroom.
Completed projects and submitted research proposals to propel personal learning ambitions.
Took extensive notes to document lessons and further solidify learning objectives.