Ethan Harris
Orlando,FL
Summary
Dedicated field technician with hands-on experience in light networking, troubleshooting. Adept at installing, maintaining, and repairing systems with precision and efficiency. Exceptional problem-solving skills and a commitment to customer satisfaction. Maintains a clean driving record and excels in traveling to various locations to provide on-site support. A dependable team player with strong technical acumen and a focus on safety and reliability in all assignments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Hardware Tech Support
Home Depot
Atlanta, GA
01.2024 - Current
- Troubleshoot hardware issues
- Adhere to SLA Attendance and Quality
- Successfully route issue to correct department
IT Support Specialist II
Atos IT Solutions & Services, Inc
Orlando, USA
06.2018 - Current
- Successfully resolved Outlook, Office program, and OneNote errors by performing manual configurations and rebuilding processes when direct reinstallation was not feasible
- Proficiently used Windows Command Processor and PowerShell for quick issue resolution on Windows 10 platforms within security, including monitoring event viewer for errors, analyzing security alerts, and escalating incidents
- Developed strong working relationship with peers, Level II support specialist team, maintaining Desktop Request fulfillment rate above 90, via OneNote and Teams
- Limited experience in user management and accounts utilizing SolarWinds, Azure, Software Center and Sharepoint
- Always self-teaching, watching videos and training to stay current in Security, engaged online, with a passion to develop a network space and materials to help others in IT
Jr IT Analyst
Xerox IT Solutions & Services, Inc
Orlando, USA
02.2015 - 06.2018
- Gained knowledge of ServiceNow application with ability to support end users with routing, functionality & maintenance
- Used, installed, & coordinated configuration of standard performance tools
- Participated in technology-based projects, such as hardware and software upgrades
- Researched, diagnosed, troubleshoot, & identified solutions to resolve system, process or experience issues for all internal and external customers
- Prioritized Strong collaborative skills and proven ability to work in a diverse team of IT professionals
- Provided Incident Response - critical thinking, problem solving, and excellent communication skills around IT tickets
- Efficiently communicated through organized documentation in OneNote and Teams, consistently surpassing SLA quotas with under 7-minute response times and achieving 80%+ first call resolution rate
Education
Associates - Network Engineering Cyber Security
Valencia College
Orlando, Florida06.2018
Skills
- ServiceNow Proficient
- Excellent driving record
- Advanced troubleshooting
- Command Line Interface
- Active Directory
- Respond & Investigate Incidents
- Test & Evaluate New Technology
- Tracking and Documentation
- Monitoring Alerts Realtime SLA
- Comptia Security certified
Certification
- CompTIA Security+
- Apple MAC 10.11
- Google Cybersecurity Certification
Timeline
Hardware Tech Support
Home Depot
01.2024 - Current
IT Support Specialist II
Atos IT Solutions & Services, Inc
06.2018 - Current
Jr IT Analyst
Xerox IT Solutions & Services, Inc
02.2015 - 06.2018
Associates - Network Engineering Cyber Security
Valencia College
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