Dylan Walter
Service Desk Technician
Bardstown,KY
Summary
Friendly Help Desk Technician with 5 years experience of quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
5
5
years of professional experience
Work History
Service Desk Technician
CompuCom Systems Inc.
Louisville, KY
01.2020 - Current
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Researched product and issue resolution tactics to address customer concerns.
- Provided Tier 1 IT support to non-technical internal users through remote troubleshooting services
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Documented support interactions for future reference in ServiceNow.
Mortgage Loan Originator
Everett Financial DBA. Supreme Lending
Shepherdsville, KY
01.2022 - Current
- Originate Mortgage Loans.
- Networking within Community with local Realtors and other Real Estate Professionals to Generate Leads.
- Interacting and Communicating with Loan Processors and Branch Managers to Ensure Loans are fulfilled.
Pharmacy Technician
Chewy Inc.
Louisville, KY
01.2019 - 01.2020
- Solved customer problems over telephone and e-mail by providing assistance with placing orders, navigating systems, and locating items.
- Entered and processed patients' prescriptions into internal system when received via telephone, email, fax, and postal mail.
- Answered incoming phone calls and emails addressing questions from customers and veterinarian providers.
Helpdesk Technician
Bluegrass Cellular (Verizon)
Elizabethtown, KY
11.2017 - 01.2019
- Answer Telephone Calls, Emails, and Chats
- Troubleshot Cable, Internet, Phone Services & Equipment
- Walk Customers Through Email Setup
- Enter Tickets in HEAT Database
- Enter Open/Closed Tickets in Partner Systems
- Communicate Effectively with Customers and Fellow Technicians regarding Cable, Internet, and Telephone Service Issues.
Education
Associate of Applied Science - Business Administration
Elizabethtown Community And Technical College
Elizabethtown, KY05.2021
Associate of Applied Science - Electrical Engineering Technology
Elizabethtown Community And Technical College
Elizabethtown, KY05.2020
High School Diploma -
Larue County High School
05.2017
Skills
- Help Desk Support
- Support Ticket System Management
- Software and Hardware Issues
- Computer Hardware Knowledge
- Technical Support Triage
- Knowledge Base
- Diagnosis and Troubleshooting
- Customer Care
- Software Installation
- Effectively Communicating Via Telephone, E-Mail, and Chat communication
Timeline
Mortgage Loan Originator
Everett Financial DBA. Supreme Lending
01.2022 - Current
Service Desk Technician
CompuCom Systems Inc.
01.2020 - Current
Pharmacy Technician
Chewy Inc.
01.2019 - 01.2020
Helpdesk Technician
Bluegrass Cellular (Verizon)
11.2017 - 01.2019
Associate of Applied Science - Business Administration
Elizabethtown Community And Technical College
Associate of Applied Science - Electrical Engineering Technology
Elizabethtown Community And Technical College
High School Diploma -
Larue County High School
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