Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Erik Henderson

Summary

Talented Technical Support Representative with a gift for understanding business and home users needs. Proven skill in resolving problems quickly, using critical thinking to resolve many issues on first call, detail-oriented with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Help Desk Technician

Insight Global
07.2022 - Current
  • Provided IT support to over 1,000+ government employees
  • Resolved a range of software, hardware, and network issues while delivering technical training on hardware/software to end-users
  • Active Directory user administration, password resets and unlocks
  • Utilized my knowledge of TCP/IP, HTTPS and internet protocols to help assist clients to fix network connectivity issues.

IT Field Technician

Insight Global
12.2021 - 07.2022
  • Use own knowledge and judgement, troubleshot and resolved any users concerns; communicate with clients via email and/or telephone providing extraordinary customer service
  • Traveled to different client sites to preform replacements/fix on desktops, laptops, printers, and phones, monitors etc
  • Collaborate with the Operations team in order to develop and implement new procedures, which increased and significantly improved workstation and operating systems
  • Responsible for installing, maintaining and repairing hardware & software components of the organization's computers
  • Documenting every change/fix I made to keep inventory up to date and to show the work I did for the day.

IT Support Technician

Rentex Computer & Audio Visual Rentals
03.2019 - 11.2020
  • Offered new customers training to reduce frustration and improve customer satisfaction
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.

Education

High School Diploma -

Friendly High School
09.2016

Skills

    • Software/Hardware Troubleshooting
    • TCP/IP
    • Information Security
    • Basic knowledge of Unix/Linux
    • Technical Support
    • Service Now (Ticketing System)
      • Desktop support
      • System Administration
      • Customer service expert
      • Microsoft Office Suite
      • Knowledge of Windows infrastructure services (DHCP, DNS, NTFS)

Certification

  • 10/01/22, 04/01/25, CompTIA A+
  • 10/01/22, 04/01/25, CompTIA Security +

Timeline

IT Help Desk Technician

Insight Global
07.2022 - Current

IT Field Technician

Insight Global
12.2021 - 07.2022

IT Support Technician

Rentex Computer & Audio Visual Rentals
03.2019 - 11.2020

High School Diploma -

Friendly High School

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Erik Henderson