Summary
Overview
Work History
Education
Skills
Timeline
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Greg Frey

Euless,TX

Summary

Resourceful IT Technician offering 11 years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with Windows, and Mac OS environments.

Looking to relocate to the Fort Worth TX area 08/23

Overview

11
11
years of professional experience

Work History

Support Technician I

Integris
Euless, TX
08.2023 - Current
  • Provided technical support to customers via phone, email and remote access applications.
  • Tracked all open tickets in a ticketing system database with complete resolution details.
  • Resolved network connectivity problems for customers utilizing various networking protocols.
  • Created detailed reports documenting customer support incidents as well as resolutions provided.
  • Configured user accounts, passwords, file permissions, and email accounts as needed for client use.

Senior Support Technician

IDSOL
Trabuco Canyon, CA
06.2018 - 07.2023
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Maintained records, logs and lifecycle documentation of work requests.
  • Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
  • Devised incisive workarounds and resolutions for IT-related problems.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
  • Increased overall company performance through improved IT uptime and cost reductions.
  • Maintained positive working relationship with fellow staff and management.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.

Help Desk Technician

Saddleback Church
Lake Forest, CA
05.2013 - 05.2018
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Maintained records, logs and lifecycle documentation of work requests.
  • Devised incisive workarounds and resolutions for IT-related problems.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Conferred with staff, users and management to establish requirements for new systems or modifications.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
  • Oversaw daily performance of computer systems.

Education

High School Diploma -

Rim Of The World Senior High School
Lake Arrowhead, CA
06.2002

Some College (No Degree) -

Saddleback College
Mission Viejo, CA

Skills

  • Attention to Detail
  • System Performance Assessment
  • Microsoft Windows and Office
  • Multitasking and Prioritization
  • Technical Troubleshooting
  • Analytical and Methodical
  • Hardware and Software Repair
  • Software Evaluation
  • Computer Diagnostics
  • Customer Service
  • Interpersonal Skills
  • Organizational Skills
  • Troubleshooting Network Issues
  • Adobe Creative Cloud

Timeline

Support Technician I

Integris
08.2023 - Current

Senior Support Technician

IDSOL
06.2018 - 07.2023

Help Desk Technician

Saddleback Church
05.2013 - 05.2018

High School Diploma -

Rim Of The World Senior High School

Some College (No Degree) -

Saddleback College

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Greg Frey