Georesa Hayes
'Ewa Beach,HI
Summary
Focused IT Professional with 1 year of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Highly motivated and productive in team environments as well as in independent roles. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
Seamless Solutions
06.2023 - 12.2023
- Managed Active Directory and Office 365 for 60+ clients.
- Utilized ticketing systems such as Connectwise to manage and process support actions and requests while escalating to the appropriate channels.
- Configured Ricoh printers and FortiClient VPN connection to the network, and installed, modified, and repaired software and hardware to resolve technical issues.
- Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
Computer Hardware Technician
Aldridge
02.2023 - 04.2023
- Coordinated and managed on-boarding and off-boarding for over 200+ clients on various applications such as Office365
- Ensured timely and efficient workstation setups while reducing the setup time through streamlined processes
- Provided technically accurate support solutions to basic end user requests such as Active Directory and Domain management
- Provided troubleshooting for email servers, printers, and application installation issues
- Successfully installed and configured SentinelOne to secure various client's company devices against a wide range of cyber threats, including viruses, malware, and ransomware.
Field Crew Worker
Bayer
11.2018 - 02.2019
- Performed field activities such as field preparation, planting, pollinating, and harvesting of corn.
- Conducted regular monitoring of field crops, such as corn and soybeans to ensure optimal growth and health.
- Coordinated with other field workers to ensure timely completion of tasks, contributing to a collaborative and productive team environment.
Sales Associate
AAFES
05.2018 - 08.2018
- Demonstrated new products and ensured customers were welcomed on their visits to the store
- Assisted customers with concerns and complaints
- Provided customers with the most up to date product knowledge, ensuring the customers received high quality customer service.
Cashier / Crew Member
Sarku Japan
10.2015 - 06.2016
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Greeted customers with a smile and ensure accuracy on orders placed.
- Partnered with management and fellow teammates to help meet and exceed target goals for the restaurant
- Maintained dining room, store front, and all counter areas.
Education
Information Technology Systems Administrator Certificate -
MyComputerCareer
Houston, TX12.2022
High School Diploma -
Leilehua High School
Wahiawa, HI05.2015
Skills
- Office 365
- Technical Troubleshooting
- Software Installs
- Phone & Online Support
- Hardware Configurations
- LAN Connectivity
- Team Collaboration
- Problem Diagnosis
- Customer Service and Complaint Handling
- User Training/Support
- Effective Communication
- Proficient in E-Automate and Connectwise
- Adaptability
- Onboarding
- Logging Support Tickets
- Account Administration
- Technical Documentation
- VoIP Installation
- Hardware Configuration
- Remote Technical Support
- Interpersonal skills
- VMware
- SentinelOne and CiscoAnyConnect
- Azure and FortiClient VPN
- PCs, Laptops, and Printers
- Routers, Switches, and AP's,
- Cables and LAN & VPN/Remote Connectivity
- TCP/IP and IP addressing scheme
- Windows, Mac OS, and Linux
- Software installation
Certification
- CompTIA A+ (COMP001022069870)
- CompTIA Network+ (COMP001022069870)
- AZ-900 Microsoft Azure Fundamentals (MS0993769491)
- MS-900 Microsoft 365 Fundamentals (MS0995740780)
- Linux Essentials (LPI000537211)
Languages
English
Native or Bilingual
Tagalog
Full Professional
Bicol
Full Professional
Timeline
Help Desk Analyst
Seamless Solutions
06.2023 - 12.2023
Computer Hardware Technician
Aldridge
02.2023 - 04.2023
Field Crew Worker
Bayer
11.2018 - 02.2019
Sales Associate
AAFES
05.2018 - 08.2018
Cashier / Crew Member
Sarku Japan
10.2015 - 06.2016
Information Technology Systems Administrator Certificate -
MyComputerCareer
High School Diploma -
Leilehua High School
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