Ethan Scruggs
Copperas Cove,TX
Summary
Helpful technician easily conveying technical information to diverse audiences. Skilled at both hardware and software troubleshooting in fast-paced environments. Am willing to learn any new material in order to better myself and company.
Overview
4
4
years of professional experience
Work History
Service Desk Analyst
Bell Techlogix
, Remote
03.2022 - Current
- Resolved user inquiries on software and hardware operations to facilitate daily interactions.
- Consulted technical manuals and conducted computer diagnostics to identify and resolve issues.
- Engaged clients proactively to clarify requests and address inquiries effectively.
- Maintained comprehensive records of customer interactions and transactions by noting inquiry details, complaints received, comments made and any follow-up actions.
- Employed various tools, such as remote access, to ensure the best assistance in troubleshooting user problems.
- Utilized guidelines from the knowledge base to rectify frequent issues.
- Ensured timely notification of outages to relevant personnel, optimizing workflow continuity.
- Enhanced client rapport through superior technical assistance, resulting in favorable QA results.
- Highlighted areas of improvement in knowledge management processes to ensure efficient operations.
- Followed up on aging tickets to meet SLA deadlines.
Help Desk Technician
First Community Services
Killeen, TX
03.2021 - 04.2022
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Processed average of 90-100 inbound and outbound technical support calls.
Education
High School Diploma -
Copperas Cove High School
Copperas Cove, TX05.2017
Associate of Applied Science - Information Technology
Central Texas College
Killeen, TX11.2020
Skills
- Remote support
- Ticket management
- User account management
- TCP/IP troubleshooting
- VPN management
- Mac systems
- Azure
- Ticket Software (SNOW, Samanage, and Footnotes)
- Major Incident Management
Timeline
Service Desk Analyst
Bell Techlogix
03.2022 - Current
Help Desk Technician
First Community Services
03.2021 - 04.2022
High School Diploma -
Copperas Cove High School
Associate of Applied Science - Information Technology
Central Texas College
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