Evan Ross
NV
Summary
Savvy Information Technology/Information Systems Professional experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Possesses excellent written, and verbal communication skills. Provides easy to understand customer service, with ability to work independently, and/or collaboratively in a team setting.
Overview
10
10
years of professional experience
Work History
IT Dispatcher/Technical Support Specialist
Nj Support
Las Vegas, NV - Hybrid
06.2023 - Current
- Utilized ConnectWise Manage ticketing systems to manage and process support actions and requests.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems, and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed high levels of call flow and responded to various technical support needs.
- Configured hardware and granted system permissions to new employees.
Help Desk Analyst
C3i Solutions, An HCL Technologies Company
Remote
06.2022 - 06.2023
- Proficiently utilized ServiceNow - Agent Workspace as direct ticketing system logging details of client interactions, and troubleshooting processes.
- Demonstrated first-class customer service, and interpersonal skills to each customer, tailoring to needs, or situations of each client individually.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided remote desktop support utilizing LogMeIn Rescue, adhering to remote protocols practices, and standards.
- Worked with technologies such as; Laptops running Windows OS or MacOS, mobile and handheld devices such as iPad's, iPhone's, Android phones and tablets.
- Provided software, hardware, network, and application support for end-users of a wide variety.
- Implemented Multi-Factor Authentication (MFA) for end-users, ensuring company policy and compliance expectations.
- Collaborated with fellow technicians to find resolution for complex issues.
- Experience utilizing Windows Server to add, edit, or remove employees at discretion of company needs.
- Familiar with Windows Active Directory, and Azure Active Directory, allowing management of all users to be compiled into one organized database.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Documented support interactions for future reference.
- Escalated tickets when complexity, or access is out of scope, ensuring that client receives support they require from appropriate team.
Personal Trainer
EOS Fitness
Murrieta, CA
10.2021 - 06.2022
- Trained clients during strength training, cardio vascular exercise and stretching.
- Designed specific workout systems for individual clients based on performance ability.
- Developed, planned and led personal and group fitness sessions as well as well-known specialty fitness programs.
- Created inspirational physical training initiatives to foster healthy lifestyle decisions.
- Recruited new participants each month with expertise in relationship-building and personal training.
- Designed specific workout systems for individual clients based on performance ability
- Educated customers on preventive care, nutrition, fitness, stress management, and ergonomics
- Developed, planned, and led personal and group fitness sessions as well as well-known specialty fitness programs
Solar Technician
Freedom Forever Solar
Temecula, CA
11.2020 - 05.2021
- Determined appropriate sizes, ratings and locations for system overcurrent devices, disconnect devices and grounding equipment.
- Demonstrated system functionality performance in start-up, shut-down, normal operation and emergency shut-down processes.
- Determined connection interfaces for additional subpanels or for connecting PV systems with utility services or other power generation sources.
- Used drawings, schematics, and instructions to properly install PV systems in accordance with codes and standards
- Acquired necessary permits and verified compliance with local and state codes to reduce installation issues
- Devised comprehensive maintenance and repair plans for existing solar panel systems
Electrical Apprentice
Advanced Electrical Technologies
Murrieta, CA
07.2018 - 09.2020
- Handled installation of electrical components by splicing, joining and connecting wire.
- Repaired light fixtures, controls, switches, relays and circuit breaker panels based on detailed evaluations.
- Completed and checked wiring tasks through wall and floor conduits and holes accurately.
- Optimized work readiness with organized tools and spaces.
- Adhered to electrical and building codes when installing and repairing electrical systems or components.
- Handled installation of electrical components by splicing, joining, and connecting wire
- Understood and used proper tools and equipment to install and maintain electrical systems
- Read and interpreted drawings to provide wiring layouts for new installations
- Adhered to electrical and building codes when installing and repairing electrical systems or components
- Followed all safety procedures and guidelines to promote safety while working on electrical systems
Marine Corps
United States Marine Corps
Okinawa, Japan - Camp Pendleton, CA
05.2013 - 11.2017
- Provided current weapons systems training to incoming soldiers to maintain combat readiness.
- Worked with superiors to standardize job responses and duties for security perimeters.
- Used Microsoft Word and other software tools to create documents and other communications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in team-building activities to enhance working relationships.
- Instructed squad members on proper use of weapons and equipment
- Installed, operated and maintained field communications equipment
- Utilized advanced combat tactics to maintain safety during engagements
- Executed directives from command center with necessary timeliness and efficiency
Education
Bachelor of Science - Computer Science Emphasis Information Technology
University of Massachusetts Global
Irvine, CA06.2023
No Degree - Cyber Security/Information Technology
ABCO Technology
Los Angeles, CA08.2022
Bachelor of Arts - Business Administration
Brandman University
Irvine, CA06.2021
High School Diploma -
Bishop Ward High School
Kansas City, KS05.2012
Skills
- Windows OS Proficient
- MacOS Proficient
- Call, Email, & Chat Support
- Excellent Customer Service
- Excellent Written, Verbal, & Interpersonal Skills
- ServiceNow Proficiency
- SalesForce Experience
- Citrix Workspace
- Active Directory & Azure Active Directory
- Excellent Customer Service
- Hardware, Software, & Application Support
- Analytical Troubleshooting
- Cloud Computing & Security
- Organization & Time Management
- TCP/IP Network Protocols
- Versatile in all Realms of IT & Information Systems
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Fact explains nothing. On the contrary, it is fact that requires explanation.
Marilynne Robinson
Timeline
IT Dispatcher/Technical Support Specialist
Nj Support
06.2023 - Current
Help Desk Analyst
C3i Solutions, An HCL Technologies Company
06.2022 - 06.2023
Personal Trainer
EOS Fitness
10.2021 - 06.2022
Solar Technician
Freedom Forever Solar
11.2020 - 05.2021
Electrical Apprentice
Advanced Electrical Technologies
07.2018 - 09.2020
Marine Corps
United States Marine Corps
05.2013 - 11.2017
Bachelor of Science - Computer Science Emphasis Information Technology
University of Massachusetts Global
No Degree - Cyber Security/Information Technology
ABCO Technology
Bachelor of Arts - Business Administration
Brandman University
High School Diploma -
Bishop Ward High School