Greg Rankin
Atlanta,GA
Summary
Experienced IT Technician with a strong background in providing comprehensive technical support, from desktop to remote troubleshooting. Adept at diagnosing and resolving complex networking, hardware, and software issues, leveraging years of hands-on expertise and disciplined problem-solving skills. Dedicated to delivering efficient solutions and enhancing system performance in dynamic IT environments.
Overview
4
4
years of professional experience
Work History
Technical Administrative Support Specialist
Jim Rohn Process
04.2023 - Current
- Served as the initial point of contact for all computer and system-related concerns for employees.
- Created training materials focused on technical troubleshooting and system usage.
- Maintained a detailed log of all support updates and resolutions.
- Conducted IT evaluations and computer skills assessments for new hires.
- Provided comprehensive training on Zoho CRM for new employees.
L2 Technician
Morgan Stanley
05.2022 - 04.2023
- Provided Level 2 remote support for end users via phone, email, and chat.
- Collaborated with corporate teams, including engineers, SMEs, and executives, to address technical issues.
- Managed corporate-issued devices, including cell phones, desktops, and peripherals, using proprietary applications.
- Troubleshot outages, data loss, and computing issues, partnering with key stakeholders to implement solutions.
- Created and maintained knowledge-based articles to support end-user troubleshooting and issue resolution.
Tier 1 Help Desk Agent
Cricket Wireless
09.2021 - 04.2022
- Diagnosed and resolved networking issues involving switches, routers, firewalls, and modems.
- Assisted employees with IP/MAC address configuration, DHCP/static settings, and LAN connectivity.
- Troubleshot POS system issues, including connectivity, calibration, and transaction failures.
- Resolved employee login and software application access issues through password resets and system updates.
Tier 1 Service Desk Agent
Abacus Solutions Group
10.2020 - 06.2021
- Provided first-tier technical support for PC, server, and mainframe applications/hardware.
- Documented, tracked, and monitored incidents to ensure timely resolution within SLA guidelines.
- Conducted account lookups and password resets using Active Directory.
- Supported Microsoft applications, including Outlook 365 and Excel.
- Diagnosed and resolved VPN connectivity issues for remote users.
- Ensured accurate documentation and effective resolution of technical support requests.
Education
Computer Science
Mississippi Gulf Coast Community College
Perkinston, MSHigh School Diploma -
Harrison Central High School
Gulfport, MSSkills
- Desktop and remote support
- Hardware and software diagnostics and repair
- Peripheral device management
- Network connectivity troubleshooting (routers, switches, firewalls, modems)
- IP/MAC configuration, DHCP/static settings
- Windows 10 & 11
- MacOS
- Active Directory (account management, password resets)
- Citrix Workspace
- VPN setup and troubleshooting
- Remote Desktop Services
- ServiceNow & Cherwell ticketing systems
Accomplishments
- JRP Core Value 1 Medal "We get results" - Obtained the most valuable results for our clients every day.
- JRP Core Value 7 Medal "We have empathy" - Being in tune of the challenges, situations, and lack of skills of others.
- JRP Core Value 8 Medal "We protect and enhance the reputation of Jim Rohn Process" - Protected the clients' interests, helping them succeed, which in turn enhanced and protected the reputation of Jim Rohn Process.
Timeline
Technical Administrative Support Specialist
Jim Rohn Process
04.2023 - Current
L2 Technician
Morgan Stanley
05.2022 - 04.2023
Tier 1 Help Desk Agent
Cricket Wireless
09.2021 - 04.2022
Tier 1 Service Desk Agent
Abacus Solutions Group
10.2020 - 06.2021
Computer Science
Mississippi Gulf Coast Community College
High School Diploma -
Harrison Central High School
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