James Roberson
Rockport,TX
Summary
Friendly Help Desk Technician with 3 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
4
4
years of professional experience
Work History
Help Desk Technician
D.R. Horton America's Builder Corporate Headquarters
Arlington, TX
10.2018 - 11.2020
- Configured hardware, devices and software to set up work stations for employees.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Provided Tireless IT Support to non-technical and technical internal users through desk side support services and in person.
- Built and provided basic end-user troubleshooting and desktop support on Windows systems.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Processed over 250 support requests weekly for technical assistance on wide range of issues related to Office 365 products, Windows 10, Adobe products.
- Provided assistance with issue from password lock outs to local network/software failures.
Buildroom Technician
D.R. Horton America's Builder Corporate Headquarters
Arlington, TX
10.2017 - 10.2018
- Maintained quality assurance and customer satisfaction objectives.
- Executed diagnostics, troubleshooting and evaluations on Dell, Windows, and ELO devices.
- Organized work to meet demanding production goals.
- Completed job reports and logs immediately following service calls.
- Re-imaged, repaired, and set up laptops to be distributed to employees throughout the company.
- Installed Adobe, Microsoft, Autodesk, products on company laptops via a remote connection.
Fire Alarm Technician
Fire Life Safety America
Carrollton, TX
08.2016 - 10.2017
- Responded to maintenance calls and troubleshot devices.
- Performed troubleshooting on fire alarm systems, completing on-site repairs or transporting malfunctioning equipment to off-site lab for repair.
- Commissioned new fire alarm systems, installing related hardware and software required by facilities.
- Installed, tested and serviced alarm and associated systems for commercial and residential customers.
- Tested all newly installed fire alarms.
Education
High School Diploma -
Maypearl High School
Maypearl, TX05.2014
Skills
- Collaborative Team Player
- Account Administration
- System Performance Assessment
- Organizational Skills
- Hardware Components
- User Support and Troubleshooting
- Help Desk Support
- Microsoft Windows and Office
- Device Installation
- Adobe Creative Cloud
- Online Chat Support
- Friendly and Patient
Timeline
Help Desk Technician
D.R. Horton America's Builder Corporate Headquarters
10.2018 - 11.2020
Buildroom Technician
D.R. Horton America's Builder Corporate Headquarters
10.2017 - 10.2018
Fire Alarm Technician
Fire Life Safety America
08.2016 - 10.2017
High School Diploma -
Maypearl High School
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