Glenn English
Pontiac,United States
Summary
Detail-oriented and customer-focused IT professional with hands-on experience in software engineering, IT support, and a strong background in troubleshooting, technical support, and user assistance. Proven ability to resolve technical issues, support end-users, and manage hardware and software installations. Seeking a Help Desk Technician role to leverage my problem-solving abilities and passion for IT support in providing efficient and effective service to users. Certified in CompTIA Security+ and AWS Solutions Architect.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Software Engineering Intern
CodeInnovate Solutions
10.2023 - 04.2024
- Supported end-users by troubleshooting application issues and providing remote assistance to resolve software malfunctions
- Assisted with technical documentation and user guides to help clients better understand system functionalities
- Improved software deployment processes by automating updates, reducing technical support requests by 20%
- Collaborated with developers and senior engineers on troubleshooting efforts and bug fixes
Technical Support Intern
ChargePoint
05.2021 - 09.2021
- Provided technical support to internal teams by managing network issues, user authentication, and troubleshooting
- Handled hardware installation and configuration, increasing system uptime and reducing user downtime
- Resolved technical tickets via Jira, achieving a 95% first-call resolution rate
- Assisted with creating user accounts and managing access to corporate systems via ActiveDirectory
Education
Bachelor of Science - Software Development
Western Governors University
Pontiac, MichiganAssociate of Arts (A.A.) -
Oakland Community College
Auburn HillsAssociate of Science (A.S.) -
Oakland Community College
Auburn HillsSkills
- Troubleshooting hardware and software issues
- User support
- System maintenance
- Windows
- MacOS
- Linux
- Basic network protocols
- IP configurations
- Routers
- Switches
- TeamViewer
- Remote Desktop
- VPN configurations
- ServiceNow
- Zendesk
- Security best practices
- Cybersecurity fundamentals
- Python
- JavaScript
- Bash scripting
Certification
- CompTIA Security+ Certification
- AWS Certified Solutions Architect - Associate
- Certified Kubernetes Administrator (CKA)
Projects
Project Management Web Application, Developed a task management tool with React, Node.js, and MongoDB, providing technical assistance to users. IoT Home Automation System, Designed and implemented an IoT-based home automation system, troubleshooting hardware issues during the deployment process.
References
Available upon request.
Timeline
Software Engineering Intern
CodeInnovate Solutions
10.2023 - 04.2024
Technical Support Intern
ChargePoint
05.2021 - 09.2021
Bachelor of Science - Software Development
Western Governors University
Associate of Arts (A.A.) -
Oakland Community College
Associate of Science (A.S.) -
Oakland Community College
Similar Profiles
Elizebeth GhilbertElizebeth Ghilbert
Sr Software Engineer at P Square Toll Solutions India Pvt Ltd / Seeroo IT Solutions (P Square Solutions LLC – Contractor)Sr Software Engineer at P Square Toll Solutions India Pvt Ltd / Seeroo IT Solutions (P Square Solutions LLC – Contractor)
Ana Giselle Javelly TovarAna Giselle Javelly Tovar
Marketing Consultant I at ONIS Solutions / Innova SolutionsMarketing Consultant I at ONIS Solutions / Innova Solutions
Lisa DanielsLisa Daniels
Support Coordinator at Unique Support Solutions/Next Steps Solutions /Personal Support SolutionsSupport Coordinator at Unique Support Solutions/Next Steps Solutions /Personal Support Solutions
Nicholas Abreu LeonelNicholas Abreu Leonel
Rail Loader at Precision Vehicle LogisticsRail Loader at Precision Vehicle Logistics
Torrey CofieldTorrey Cofield
Driver at Technical Logistics CorportationDriver at Technical Logistics Corportation