Johnny Clay
Baton Rouge,LA
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level IT Support position. Ready to help team achieve company goals.
Overview
15
15
years of professional experience
3
3
Certification
4
4
years of post-secondary education
Work History
IT Support Specialist
Comcast, Xfinity
10.2013 - 11.2020
- Created help desk tickets, troubleshot and resolved desktop issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Delivered onsite technical support for more than 205 employee's
IT Technician
3M
07.2005 - 11.2011
- Explained technical information in clear terms to non-technical individuals to promote better understanding, handled more than 50 calls per day..
- Maintained office PCs, networks and mobile devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured systems according to prescribed software and hardware frameworks.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Monitored systems in operation and quickly troubleshot errors.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners.
- Linked computers to network and peripheral equipment.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Set up PCs, projectors and microphones for use in video conferencing rooms
- Monitored systems in operation and quickly troubleshot errors
- Maintained office PCs, networks and mobile devices
- Established, repaired and optimized networks by installing wiring, cabling and devices
- Managed system-wide operating system and software deployments as well as related software upgrade problems
- Performed troubleshooting and repaired peripheral devices such as printers, scanners.
- Configured systems according to prescribed software and hardware frameworks
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Used diagnostic tools to identify hardware failures and replace non-functional components
- Set up and maintained user accounts and client access
Education
Bachelor of Science - Information System And Decision Science
Louisiana State University And A&M College
Baton Rouge, LA 08.1999 - 05.2003
Skills
- Wireless area networking
- TCP/IP
- Windows 10
- Hardware and Software Repair
- Hardware Evaluation
- Business Software Applications
- Printers and Peripherals
- Closing Tickets
- Software and Hardware Implementation
- Creative Issue Resolution
- Remote Access Software
- Instruction and Training
- Service Desk Team Management
- Resolve Technical Problems
- Customer Communication and Empathy
Certification
- Google IT Certification
- Web Development Bootcamp
- A+ Certification - In progress
Timeline
IT Support Specialist
Comcast, Xfinity
10.2013 - 11.2020
IT Technician
3M
07.2005 - 11.2011
Bachelor of Science - Information System And Decision Science
Louisiana State University And A&M College
08.1999 - 05.2003
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