Summary
Overview
Work History
Education
Skills
Certification
Volunteer Experience
Timeline
Generic

JERRY HINES

Charlotte,NC

Summary

As an IT analyst, troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Excellent Customer service skills. Expert with Active Directory, Service Now. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Results-oriented providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of RDP, VM,s, and well-versed in Windows 10 Pro, SCCM, passionate in all aspects of Information Technology. Always professional and adhered to company policies and directives across every position held.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Courier

Celligent Diagnostics Labs
04.2023 - Current
  • Provided exceptional customer service by addressing inquiries professionally and resolving issues promptly.
  • Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
  • Drove safely at all times to avoid accidents and harm.
  • Ensured the safety of packages by properly handling fragile items during transportation and storage.
  • Adhered to all traffic laws while operating company vehicles for safe transportation of goods.
  • Utilized communication devices to stay in contact with dispatch and provide real-time status updates.
  • Verified package information to check for accuracy and completeness.
  • Followed company policies and procedures during shift.
  • Developed strong interpersonal and communication skills from interacting professionally with dispatchers, upper management, and peers.

DESKTOP SUPPORT ENGINEER

Trane Technologies (TEK SYSTEMS CONTRACT)
10.2021 - 06.2023
  • Manage Deployed and Monitored systems, software, apps and devices made updates to Service Now, and Azure Active directory, Software Licensing
  • Installed and configured OS or upgraded hardware and software, coordinated installation and follow-up with user to achieve optimal satisfaction
  • Imaged and Maintained inventory of desktops & Laptops, keep accurate records in Service Now & Active Directory
  • Documented and updated known fixes in knowledge base for future reference
  • Optimized PC performance through regular updates, patches, and system upgrades to eliminate security problems
  • Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve employee satisfaction and minimize down time
  • Walked individuals through basic troubleshooting tasks.
  • Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
  • Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
  • Diagnosed and troubleshot hardware, software and network issues remotely for employees

TECHNICAL ANALYST

Atrium Healthcare
08.2020 - 12.2021
  • Analyzed issues to identify troubleshooting methods needed for quick remediation
  • Resolved issues with systems, hardware and telephones quickly and accurately
  • Monitored systems in operation and quickly troubleshot errors
  • Setup hardware in several locations, fixed hardware as needed and troubleshooting of connection issues
  • SCCM, imaging and deploying OS, providing software updates, responding to help desk tickets.
  • Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
  • Collected and monitored incoming data from sources such as remote sensors, third party vendors, and visual inspection.

TAX CONSULTANT, OFFICE MANAGER

1040 Taxx
01.2014 - 01.2020
  • Maintained computer and physical filing systems
  • Created, maintained and updated filing systems for paper and electronic documents
  • Updated reports, managed accounts, and generated reports for company database
  • Developed and maintained successful relationships with clients, interviewed clients and assignment to perparers
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.

Education

Information Technology -

My Computer Career
Charlotte, NC
01.2020

Computer Programing -

Adelphi Institute
Brooklyn, New York
01.1989

Business Administration And Management

Hawaii Pacific University
Honolulu, HI
01.1987

Skills

  • Resolve Technical Problems
  • Equipment Maintenance, and repair
  • Inventory
  • Typing
  • Data entry
  • Azure AD, Active Directory, Service Now
  • Customer Service
  • US Army Veteran
  • Volunteer svc

Certification

  • Microsoft technical associate, MTA, Server, Networking, and Operating systems fundamentals, IT Support Specialist
  • Microsoft office 365, Microsoft IT Support Specialist
  • Dell service professional, GDPR
  • Azure, Service Now
  • Sales Force
  • CompTia Cloud Plus
  • ITIL 4

Volunteer Experience

  • CHESS
  • Have a passion for helping others, working with youth in community centers.
  • Member of Men who care global
  • Member of International Masons and eastern stars
  • Provide chess instruction to youth.

Timeline

Courier

Celligent Diagnostics Labs
04.2023 - Current

DESKTOP SUPPORT ENGINEER

Trane Technologies (TEK SYSTEMS CONTRACT)
10.2021 - 06.2023

TECHNICAL ANALYST

Atrium Healthcare
08.2020 - 12.2021

TAX CONSULTANT, OFFICE MANAGER

1040 Taxx
01.2014 - 01.2020

Information Technology -

My Computer Career

Computer Programing -

Adelphi Institute

Business Administration And Management

Hawaii Pacific University

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