Microsoft Office 2019
Dorion Richardson
IT Support Specialist
Douglasville,GA
Summary
Astute IT Support Specialist with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
Senior Support Specialist
Landstar
, United States
02.2022 - Current
- Serve as first point of contact for Customers seeking technical assistance over the phone, email, and the self-service ticket system
- Determine the best solution based on the issue and details provided by customers
- Provided tier 1 level of support to internal end users averaging 25 tickets resolved daily, handling 150 calls per week
- Utilized remedy force ticketing system Provided support for LandstarOnline and TMS Mercury gate system
- Provided support for Chrome OS and Windows 10/11 operating system
- Record events and problems and their resolution
- Assist when able or route incident to the appropriate area within the company for further handling
- Provide support and trouble shooting skills on all supported applications.
Technical Support Specialist
Google
Atlanta, GA
09.2021 - 11.2021
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
Technical Support Specialist
Atlanta Postal Credit Union
Atlanta, GA
02.2021 - 09.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Recorded and maintained relevant notes for each client and work order.
- Documented support interactions for future reference.
- Managed high levels of call flow and responded to level 1 technical support needs.
- Configured hardware and granted system permissions to new employees.
IT Support Associate II
Amazon.com
East Point, GA
01.2020 - 01.2021
- Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
- Provided Tier 1 and Tier 2 on IT support to non-technical internal users through desk side support services.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Delivered onsite technical support for 100-200 employees on a given shift.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Monitored systems in operation and quickly troubleshot errors.
- Researched product and issue resolution tactics to address customer concerns.
Education
High School Diploma -
Banneker High School
Atlanta, GA 08.2015 - 05.2019
Technical Certification - Information Technology
Coursera IT Support Professional Certificate
Online 03.2021 - 07.2021
Certification in Helpdesk/Desktop support - Information Technology
YearUp
Atlanta, Ga 08.2019 - 7 2020
Skills
Customer support
Technical troubleshooting
Desktop support
Application support
TCP/IP
Software diagnosis
Technical issues analysis
Customer de-escalation
Additional Information
LinkedIn Profile:https://www.linkedin.com/in/dorionrichardson
Software
Remedy Force
Timeline
Senior Support Specialist
Landstar
02.2022 - Current
Technical Support Specialist
Google
09.2021 - 11.2021
Technical Certification - Information Technology
Coursera IT Support Professional Certificate
03.2021 - 07.2021
Technical Support Specialist
Atlanta Postal Credit Union
02.2021 - 09.2021
IT Support Associate II
Amazon.com
01.2020 - 01.2021
Certification in Helpdesk/Desktop support - Information Technology
YearUp
08.2019 - 7 2020
High School Diploma -
Banneker High School
08.2015 - 05.2019