Edward Meador
Kokomo,IN
Summary
Skilled Help Desk Technician with proven expertise in troubleshooting, diagnosis, and customer support, honed at Liberty Mutual and truadvantage. Excelled in remote system analysis and fostering client relationships, ensuring satisfaction through effective issue resolution. Demonstrated mastery in technical documentation and network support, contributing to system improvements and client retention.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Help Desk Technician
Liberty Mutual
Boston , MA
06.2020 - 12.2024
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Conducted remote diagnostics to identify and solve technical problems.
- Performed troubleshooting to diagnose and resolve technical issues.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Supported remote desktop connections for users requiring assistance offsite.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Provided support for troubleshooting billing and account issues.
- Managed initial communications for technical support inquiries via phone and email.
IT Help Desk Technician
truadvantage
San Jose, CA
02.2017 - 12.2019
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Established and nurtured positive relationships with clients to ensure satisfaction.
- Worked alongside technical team devising long-term solutions for ongoing client problems.
- Conducted remote diagnostics to identify and solve technical problems.
- Conducted comprehensive training sessions for support representatives on troubleshooting methods.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Education
Associate of Applied Science - Information Technology
Ivy Tech Community College of Indiana
Indianapolis, IN05-2017
Skills
- Customer Support Ticket Oversight
- Access Support Services
- Network support
- Troubleshooting and diagnosis
- Technical documentation
- Data backup and recovery
- Help desk software
- Remote system analysis
- Issue resolution
- Network testing
Affiliations
- Reading is my only other passion!
- My kids are my life!
Certification
- Google IT Support Professional Certificate
Timeline
Help Desk Technician
Liberty Mutual
06.2020 - 12.2024
IT Help Desk Technician
truadvantage
02.2017 - 12.2019
Associate of Applied Science - Information Technology
Ivy Tech Community College of Indiana