Overview
Work History
Education
Skills
Certification
Projects
References
Websites
Timeline
Generic
Ethan Decker

Ethan Decker

Manitowoc,WI

Overview

5
5
years of professional experience
1
1
Certification

Work History

L2 Desktop Support

Schneider National Inc.
Green Bay, WI
03.2023 - Current
  • Provided remote and on-site technical support for client desktop hardware, software and network connectivity issues.
  • Installed and configured computer hardware, operating systems, applications and networks.
  • Troubleshot complex technical problems with desktops, laptops, printers and peripherals.
  • Deployed new workstations using automated imaging tools.
  • Configured Active Directory accounts for new users ensuring appropriate access rights are granted based on roles and responsibilities.
  • Managed inventory control activities related to deployment of PCs and Laptops at client sites.

Retail Store Manager

Cellular Sales Verizon
Green Bay, WI
03.2021 - 10.2022
  • Evaluated store performance and incorporated feedback to implement improvement plans.
  • Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
  • Oversaw storewide merchandising benchmarks to maintain operational excellence.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
  • Stayed abreast of latest software developments to enhance job knowledge.

Tech Support Representative

Sutherland Global
Las Vegas, NV
01.2019 - 04.2020
  • Worked as a retention specialist to retain existing customers
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Trained and supervised new employees to promote overall team productivity and consistent service.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.

Education

Some College (No Degree) - Marketing / Graphic Design

University of Milwaukee

High School Diploma -

Roncalli High School
05.2018

Information Technology -

CourseCareers
02.2023

Skills

  • Help Desk Support
  • Customer Service
  • Windows 10/11
  • Microsoft Office365
  • Ticketing Systems
  • Microsoft Azure
  • Network Security
  • Active Directory
  • Virtual Machines
  • Virtual Networks
  • Printers
  • iPhone and iPad Troubleshooting
  • Remote Support
  • Software Installation
  • Incident Management
  • Service Request Management

Certification

  • CompTIA Network+ (In progress, expected 07/204)
  • CourseCareers Practical Help Desk Professional (PHDP) or CourseCareers IT Professional

Projects

Project: Implementing a Help Desk Ticketing System (osTicket) using Azure Virtual Machines

Source: https://github.com/Dekqer/ethandecker

Platforms and Technology Used: Azure Virtual Machines, osTicket, IIS

.

Project: Implementing Active Directory (On-Premises) in Azure

Source: https://github.com/Dekqer/ethandecker

Platforms and Technology Used: Azure Virtual Machines, Active Directory, Powershell

.

Project: Exploring Azure and Networking Groups

Soure: https://github.com/Dekqer/ethandecker

Platforms and Technology Used: Azure Virtual Machines, Network Security Groups, WireShark

References

References and Cover Letter Upon Request

Timeline

L2 Desktop Support

Schneider National Inc.
03.2023 - Current

Retail Store Manager

Cellular Sales Verizon
03.2021 - 10.2022

Tech Support Representative

Sutherland Global
01.2019 - 04.2020

Some College (No Degree) - Marketing / Graphic Design

University of Milwaukee

High School Diploma -

Roncalli High School

Information Technology -

CourseCareers

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Ethan Decker