James Richards
Technical Support / Help Desk
Las Vegas,NV
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
15
15
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Troubleshooting / Help Desk
Robert Half International
Las Vegas, NV
11.2021 - 10.2022
- Managed Active Directory user accounts for password changes, lockouts and new user registration
- Managed Office 365 accounts; new and existing users
- Document calls in a continued effort to resolve common call drivers and develop a work-flow or troubleshooting Knowledge Base
Technical Support
Barclay’s Bank
Las Vegas, NV
10.2021 - 11.2021
- Contract (complete) through HCL and Yochana IT
- Imaged laptops for bank staff transitioning to work from home and hybrid duties.
- Assisted in training on usage of equipment and first day setup of new employees who would be purely working from home.
- equipment and tech reclamation and inventory for repurposing or recycle.
Migration Support
Venetian Hotel & Casino
Las Vegas, NV
07.2021 - 08.2021
- Contract (complete) through Link Technologies, LLC
- Setup and configure new users on Active Directory, Microsoft Authenticator, Apple MDM and Office 365 on laptops and devices during sale of The Venetian
Technical Support
C3 / Everise
Las Vegas, NV
09.2020 - 06.2021
- Contract (complete) through Link Technologies, LLC
- Work from home, in-bound call center technical support for eero mesh Wi-Fi router customers.
- Assisted customers in identifying issues and explained solutions to restore service and functionality. Translated complex technical issues into digestible language for non-technical users.
Technical Support Manager
IPGARD
Las Vegas, NV
02.2020 - 04.2020
- Providing internal and external technical support for computer systems and various equipment provided by IPGARD and SmartAVI
- Duties include server maintenance, network maintenance, testing and workstation maintenance
- Basic facility maintenance and upkeep, maintained inventory of equipment and supplies for staff and employees
Verizon Tech Coach
Asurion
Las Vegas, NV
06.2019 - 02.2020
- In-bound call center technical support for Verizon Wireless customers
- Assisted customers in identifying issues and explained solutions to restore service and functionality. Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns, including device upgrades or additional accessories if needed.
Technical Support Representative
DTT / DTiQ
Las Vegas, NV
07.2013 - 04.2019
- Provided technical and customer support for DTiQ (Formerly DTT) clients and businesses with POS integrated video surveillance and recording equipment
- Handle sensitive documentation and video/audio evidence for Loss Prevention
- Remote connectivity, Hardware Troubleshooting, Network troubleshooting and third party equipment integration.
Education
No Degree - Information Technology
High Tech Institute
Phoenix, Arizona 05.2002 - 05.2002
High School Diploma -
Roswell Job Corps
Roswell, New Mexico 05.2000 - 05.2001
Skills
Basic Computer Skills
Technical / Customer Support
Active Listening
Analytical and Critical Thinking
Attention to Detail
Windows XP - 11
Linux / MacOS
Certification
CompTIA A+ lifetime, C.E. 2014 - 2017
Timeline
Troubleshooting / Help Desk
Robert Half International
11.2021 - 10.2022
Technical Support
Barclay’s Bank
10.2021 - 11.2021
Migration Support
Venetian Hotel & Casino
07.2021 - 08.2021
Technical Support
C3 / Everise
09.2020 - 06.2021
Technical Support Manager
IPGARD
02.2020 - 04.2020
Verizon Tech Coach
Asurion
06.2019 - 02.2020
Technical Support Representative
DTT / DTiQ
07.2013 - 04.2019
No Degree - Information Technology
High Tech Institute
05.2002 - 05.2002
CompTIA A+ lifetime, C.E. 2014 - 2017
07-2001
High School Diploma -
Roswell Job Corps
05.2000 - 05.2001