Carl Wilkinson
Cincinnati,OH
Summary
Results-driven IT professional with a proven track record at Jabil in system optimization and technical troubleshooting. Achieved a 15% reduction in downtime through effective team collaboration and leadership. Proficient in Active Directory management with a strong commitment to exceptional customer service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Field Engineer
Axiom Technologies ( As Needed )
Cincinnati, OH
06.2024 - Current
- Installed, upgraded, supported, and troubleshot Windows XP, 7, 8.1, 10, Microsoft Office 2010, and Cisco Jabber.
- Resolved customer issues efficiently using ticketing systems and remote troubleshooting tools, consistently meeting SLA.
- Achieved customer service satisfaction criteria by following established guidelines and policies.
- Managed asset and inventory control through timely turnaround of parts and equipment, aligning with client agreements.
- Executed established policies and guidelines to deliver successful service to each client.
DEBUG TECHNICIAN
Jabil
Florence, OH
01.2024 - Current
- Managed and optimized Linux server infrastructure for high availability and performance, achieving a 15% reduction in downtime.
- Oversaw virtual machine environments with VMware, KVM, and Xen, applying regular health checks that kept operations stable and prevented service disruptions.
- Utilized analytical skills to identify root causes, minimizing recurring errors and streamlining diagnostic processes.
- Collaborated with team members to implement Active Directory solutions on Windows operating systems, enhancing troubleshooting efficiency and reducing resolution time.
- Documented troubleshooting processes, enabling knowledge transfer and supporting effective team training.
IT Technician
Barrister Global ( As Needed )
Cincinnati, OH
01.2024 - Current
- Traveled to customer sites to fulfill service calls and work orders, logging visits in the ticketing system and coordinating with call center to prioritize urgent issues, enhancing overall response time.
- Performed diagnostics, repairs, and component replacements on computers and laptops, ensuring optimal functionality.
- Identify hardware faults and carry out effective repair solutions.
- Replace defective components and ensure proper reassembly and testing.
- Documented each job completed, detailing fault descriptions and parts replaced for future reference.
Car Hauler
CarMax
Cincinnati, OH
11.2021 - 12.2024
- Executed timely vehicle deliveries to enhance operational efficiency and customer satisfaction.
- Delivered vehicles promptly, fostering repeat business through reliable service.
- Transported vehicles efficiently while ensuring compliance with safety standards.
- Analyzed delivery routes to implement optimized plans that reduced fuel consumption significantly.
- Collaborated with logistics teams to resolve transport issues and maintain high service standards.
IT Support Technician
WebHelp
Cincinnati, OH
01.2020 - 07.2024
- Resolved 95% of issues on first contact in call center using ServiceNow and remote desktop tools.
- Provided remote support via phone, email, or chat to enhance user experience.
- Established troubleshooting protocols for common issues, ensuring swift resolution of user problems and improving overall support effectiveness.
- Created knowledge base for common IT issues, enabling self-service and reducing support requests by providing users with immediate access to solutions.
- Analyzed recurring support tickets to identify trends, implementing proactive solutions that minimized support requests.
- Oversaw Active Directory operations, managing user accounts and group permissions.
- Demonstrated strong multitasking abilities while managing multiple support requests efficiently.
- Streamlined operations by enhancing user satisfaction and reducing ticket backlog through efficient prioritization of support requests.
TEAM LEAD
Stericycle
Detroit, US
06.2013 - 10.2020
- Led team to achieve project milestones, fostering collaboration and enhancing productivity.
- Streamlined workflow processes, significantly improving team efficiency and ensuring timely project delivery.
- Orchestrated initiatives that improved project delivery times through streamlined workflow.
- Analyzed performance metrics to identify improvement areas, leading to targeted training sessions and productivity gains.
- Cultivated team environment encouraging open communication, improving morale and retention.
- Collected and transported waste materials to disposal sites.
Education
Per Scholas
Cincinnati, OH05-2018
Skills
- Technical troubleshooting
- Active Directory management
- Windows operating systems
- Shell scripting
- System optimization
- Technical support experience
- Computer literacy
- Microsoft Office Suite
- Critical thinking
- Effective communication
- Team collaboration
- Time management
- Multitasking abilities
- Leadership skills
- Customer service excellence
- English proficiency
Certification
- National Career Readiness, Certificate (NCRC): Silver Level
- 48 Hour Hazwoper Certified
- CompTIA A+
- CompTIA Network+
Timeline
IT Field Engineer
Axiom Technologies ( As Needed )
06.2024 - Current
DEBUG TECHNICIAN
Jabil
01.2024 - Current
IT Technician
Barrister Global ( As Needed )
01.2024 - Current
Car Hauler
CarMax
11.2021 - 12.2024
IT Support Technician
WebHelp
01.2020 - 07.2024
TEAM LEAD
Stericycle
06.2013 - 10.2020
Per Scholas