John Woods
North Olmsted,OH
Summary
Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert Windows and Office user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Overview
25
25
years of professional experience
2
2
years of post-secondary education
Work History
Technical Support Analyst
Akima
09.2022 - 12.2023
- I assisted team manager with project documentation allowing for 4 - 8 hours weekly to spend working on projects specifically
- Self-motivated, with strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
Desktop Support Technician / Repair Team Lead
Cleveland Clinic
02.2017 - 09.2022
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Saved up to 40 hours per employee in training by rewriting checklists and training materials for greater understandability
- Played a crucial role in completing large-scale projects on time by providing reliable technical support during all implementation phases.
- Enhanced user productivity, training employees on use of new applications and system features.
Desktop Support Technician
Avery Dennison
06.2016 - 12.2016
- Through use of self-created Google form increased productivity of deskside support an average of 22%
- Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
- Responded to emergency situations quickly and professionally, mitigating potential damage from viruses or other threats to organizational systems/data integrity.
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
Desktop Support Engineer
SterlingBackCheck
06.2015 - 03.2016
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up workstations for employees.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Decreased asset and application misplacement and misassignment by 25%
Desktop Support Technician
Q-Lab
10.2014 - 06.2015
- Saved company projected $25,000 over three-year period through careful re-evaluation of orders for computers, monitors, and peripherals and assisting in enacting change in ordering policy.
- Played a crucial role in completing large-scale projects on time by providing reliable technical support during all phases of implementation.
- Learned and implemented new software testing procedures.
- Collaborated with business partners to optimize new hardware delivery for testing new systems rollout
Service Desk/Office 2010 Specialist
Cleveland Clinic
11.2013 - 08.2014
- Saved caretakers 4 - 12 hours individually through training in the utilization of new MS Office updates pushed to all systems
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
System Administrator
Jones Day
06.2010 - 07.2013
- Reduced Helpdesk escalation percentage 30% via thorough application training
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
- Maintained a high level of customer satisfaction by providing rapid, accurate responses to inquiries and concerns regarding system performance or functionality.
Team Lead Trainer
Vitalyst
01.1999 - 01.2010
- Collaborated with management to identify skill gaps and create targeted training initiatives.
- Developed comprehensive training programs for new hires, resulting in improved productivity and job satisfaction.
- Maintained updated records regarding trainees' progress, attendance, and feedback to enhance the effectiveness of training programs.
- Monitored team performance metrics and adjusted training plans accordingly to maximize results.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Increased team productivity 15% by implementing efficient workflow processes and setting clear performance expectations.
Education
Diploma / Certificate - Web Development And Business Design
CHUBB Institute
Cherry Hill, NJ03.2002
Associate of Arts - Liberal Arts And General Studies
Rowan College At Burlington Coun
Pemberton, NJ 01.1992 - 05.1994
Skills
- Remote Technical Support
- Technical support expertise
- Network Administration
- Technical issue analysis
- On-Site Technical Support
- ITIL Knowledge
- Incident Management
- Customer Focus
- Workload Management
- Motivational Skills
Affiliations
- Journey Church - Tech Team
Web Design
For many years, as an independent designer and administrator, I have worked with small and local businesses to give their site simple, easy to handle, and transferable site designs as well as administering their company newsletters, maintenance of computer issues within the store, and keeping up to date records on problems, users, and updates.
Timeline
Technical Support Analyst
Akima
09.2022 - 12.2023
Desktop Support Technician / Repair Team Lead
Cleveland Clinic
02.2017 - 09.2022
Desktop Support Technician
Avery Dennison
06.2016 - 12.2016
Desktop Support Engineer
SterlingBackCheck
06.2015 - 03.2016
Desktop Support Technician
Q-Lab
10.2014 - 06.2015
Service Desk/Office 2010 Specialist
Cleveland Clinic
11.2013 - 08.2014
System Administrator
Jones Day
06.2010 - 07.2013
Team Lead Trainer
Vitalyst
01.1999 - 01.2010
Associate of Arts - Liberal Arts And General Studies
Rowan College At Burlington Coun
01.1992 - 05.1994
Diploma / Certificate - Web Development And Business Design
CHUBB Institute