Jonathan Carney
Lithonia,GA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.Problem Solving Vendor Relations Hardware Installation Startup and Shutdown Management System Testing Technical Troubleshooting Software Management User Support VoIP Systems Mobile Device Management Remote Conferencing Support Decision Making IT Coordinator
Overview
9
9
years of professional experience
Work History
Senior System Engineer
Infosys Limited/ TK Elevator
08.2022 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Configured hardware and granted system permissions to new employees.
- Maintained response times to support business continuity.
- Led troubleshooting efforts during high-profile incidents effectively resolving complex issues within minimal downtime.
- Provided end-user training on proper care and usage of IT equipment, minimizing incidents of damage or malfunction.
- Consistently achieved high levels of customer satisfaction through active listening, understanding client needs, and providing appropriate solutions.
IT Coordinator
Dachser USA Air And Sea Logistics
10.2019 - 08.2022
- Installation and support of HP business desktop and laptop line, Microsoft Windows 10, Microsoft Office 2016 and other software packages
- Desktop management and imaging of laptops and desktops for deployment
- Ticketing of all service incidents, handling of incidents with second level support and IT management
- Basic VolP systems and phone support
- Independent handling of basic IT network installations
- Fundamental configuration and support of copier and printer equipment
- Performs other duties as required and assigned
- Ordering of IT equipment among several US branches
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
Technical Support / IT Asset Manager
Hewlett Packard / Citi Bank
01.2017 - 03.2019
- Process and Delegate tickets using Service Now system
- Adding and removing Workstations from the domain
- Asset Validation/Update
- IT Asset Management / Inventory Control
- Encrypt Hard Drives using Pointsec
- Build systems using Client's Common Build process
- Install and Replace Hardware
- Collaborated with supervisors to escalate and address clients inquiries or technical issues
- Database Management.
Tech Support Specialist
Frontier Communications
07.2015 - 12.2016
- Evaluated and responded to incoming sales leads and requests for technical support assistance
- Identified and solved technical issues with a variety of diagnostic tools
- Remained up-to-date on the latest technologies and solutions applicable to company products
- Reviewed technical documentation and procedures
- Managed call flow and responded to technical support needs of customers
- Entered details such as payments, account information and call logs into the computer system
- Coached team members in customer service techniques, providing feedback and encouragement.
Education
Bachelor of Science - Computer Information Systems
Bethune - Cookman University
Daytona Beach, FL05.2013
Skills
- Troubleshooting
- Ticketing system proficiency
- Help Desk Experience
- Hardware maintenance
- Desktop support
- Software Installation
- Printer troubleshooting
- ITIL Processes
- Remote Support
- Support system management
- Hardware Configuration
- Technical Support
Timeline
Senior System Engineer
Infosys Limited/ TK Elevator
08.2022 - Current
IT Coordinator
Dachser USA Air And Sea Logistics
10.2019 - 08.2022
Technical Support / IT Asset Manager
Hewlett Packard / Citi Bank
01.2017 - 03.2019
Tech Support Specialist
Frontier Communications
07.2015 - 12.2016
Bachelor of Science - Computer Information Systems
Bethune - Cookman University
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