James Heath
Kirksville,MO
Summary
Dynamic recent graduate with a passion for IT and a solid foundation in technical support and troubleshooting. Skilled in assisting users with software and hardware issues, collaborating with teams to achieve project goals, and staying abreast of the latest technologies and industry trends. Proficient in MS Office, Help Desk operations, and remote access software.
Overview
3
3
years of professional experience
Work History
Student
Southern New Hampshire University
- Current
- Collaborated with peers on group projects, utilizing MS Office and other tools to enhance productivity and achieve project goals
- Participated in IT workshops and seminars to expand knowledge and skills in areas such as cybersecurity and network administration
- Supported the implementation of new software systems, providing user training and documentation to facilitate a smooth transition
- Actively engaged in community service projects, leveraging technology to address societal challenges and promote digital literacy.
Technical Support (Remote)
Cooperative Response Center
05.2022 - 02.2023
- Monitored and troubleshooted client systems, ensuring seamless operation and user satisfaction
- Received incoming calls and provided timely assistance, resolving issues on a case-by-case basis
- Implemented remote access solutions to facilitate efficient troubleshooting and problem resolution
- Documented support activities and maintained accurate records of technical issues and resolutions
- Collaborated with cross-functional teams to identify and address systemic issues, contributing to process improvement initiatives.
Product Support Specialist
Sitel Group
04.2021 - 08.2021
- Provided remote product support, addressing client issues promptly and effectively
- Demonstrated exceptional problem-solving skills, ensuring customer satisfaction with every interaction
- Utilized ticketing systems to prioritize and manage support requests, meeting service level agreements
- Collaborated with product development teams to communicate customer feedback and contribute to product improvements
- Conducted quality assurance testing of software updates and releases, identifying and reporting bugs for resolution.
Education
Bachelor of Science in Information Technology -
Southern New Hampshire University
Manchester, NH12.2025
Associate of Science in Information Technology -
Southern New Hampshire University
Manchester, NH05.2024
Skills
- MS Office
- Word
- Help Desk
- Technical Support
- Troubleshooting
- Active Directory
- Remote Access Software
- Desktop Support
- Customer Service
- Fast Learner
- Positive Attitude
- Attention to Detail
- Time Management
Timeline
Technical Support (Remote)
Cooperative Response Center
05.2022 - 02.2023
Product Support Specialist
Sitel Group
04.2021 - 08.2021
Student
Southern New Hampshire University
- Current
Bachelor of Science in Information Technology -
Southern New Hampshire University
Associate of Science in Information Technology -
Southern New Hampshire University