Evan Pyne
Bakersfield,CA
Summary
Detail-oriented IT Help Desk Agent with expertise in remote support, ticket management, and incident resolution. Proven ability to enhance user satisfaction through effective troubleshooting and streamlined processes. Responsible for managing and streamlining technology operations of teams of clients of varying sizes between 25-60+ users
Overview
10
10
years of professional experience
Work History
IT Help Desk Agent
Self-employeed
03.2022 - Current
- Resolved technical issues via remote support, enhancing user experience and satisfaction.
- Provided troubleshooting assistance for hardware and software problems in diverse environments.
- Documented interactions and resolutions in ticketing system, ensuring clarity and follow-up.
- Streamlined help desk processes, improving response time to user inquiries.
- Trained clients on software usage, increasing proficiency and reducing repeat queries.
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Conducted regular reviews of support procedures to identify areas for improvement or optimization.
- Diagnosed and troubleshot hardware, software and network issues.
IT Help Desk Agent
Huntington Beach Mazda
08.2016 - 02.2020
- Implemented best practices for IT support, contributing to team efficiency and effectiveness.
- Collaborated with vendors for hardware repairs, ensuring timely service delivery.
- Monitored system performance metrics, identifying areas for improvement in service delivery.
- Managed ticketing system effectively, prioritizing urgent requests while maintaining overall response time standards.
- Increased first call resolution rates by providing accurate and timely solutions to user inquiries.
- Trained new team members on company-specific software applications, ensuring seamless integration into the help desk team.
- Participated in IT projects as needed, contributing valuable insights from the frontlines of user support operations.
- Supported the roll-out of new hardware devices throughout the company by assisting in setup, installation, and user training.
Skills
- Remote support
- Ticket management
- Software installation
- Network connectivity
- Application support
- Hardware diagnostics
- Incident resolution
- Decision-making
- Desktop support
- Data entry
- Network configuration
- Analytical thinking
- User support
Timeline
IT Help Desk Agent
Self-employeed
03.2022 - Current
IT Help Desk Agent
Huntington Beach Mazda
08.2016 - 02.2020