Joseph Lawrence
Pasadena,TX
Summary
Hardworking, highly motivated Technical Support Advisor eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
10
10
years of professional experience
Work History
Technical Support Advisor, Tier 1
Pearson Education
07.2024 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Maximized use of hardware and software by training users and interpreting instructions.
- Used ticketing systems to manage and process support actions and requests.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Installed and updated hardware, software and applications on Windows, iOS, and ChromeOS devices
- Installed, modified, and repaired software and hardware to resolve technical issues.
IT Field Technician
Harris County Election Department
02.2024 - 04.2024
- Provided technical support for hardware and software installation, maintenance, and troubleshooting of Windows-based operating systems
- Maintained inventory of all IT equipment and maintained records of repair activities
- Troubleshot computer hardware problems such as memory, hard drives, monitors, printers, scanners, and mobile devices (iOS and Android)
- Set up and configured equipment for employee use, performed proper installation and configuration of all networking hardware, voting machines, ballot printers, and mobile devices (iOS and Android)
Help Desk Analyst Tier 1
Conduent
06.2020 - 02.2022
- Provided technical assistance to customers and employees, troubleshooting hardware and software issues with iOS devices
- Developed knowledge base documents detailing common help desk procedures
- Used ticketing system to document all customer interactions
- Utilized remote access tools to support users remotely
- Created detailed documentation for all help desk tickets including resolutions taken
- Maintained a high level of customer service while troubleshooting various computer issues
- Provided customer support and technical support to upwards of 50 customers daily.
Bartender Shift Manager
Little Tokyo
01.2018 - 05.2020
- Managed day-to-day operations of bar including stocking shelves, coolers, fridges and restocking supplies as needed
- Provided superior customer service while managing a fast-paced bar environment
- Responsible for onboarding, training, and continual coaching of new employees
- Demonstrated ability to manage staff, delegate tasks, and ensure compliance with company policies
- Supervised opening and closing duties of bar shift including cash handling procedures
Bartender Shift Manager
The Queen Vic Pub & Kitchen
04.2015 - 09.2018
- Managed day-to-day operations of bar including stocking shelves, coolers, fridges and restocking supplies as needed
- Provided superior customer service while managing fast-paced bar environment
- Responsible for onboarding, training, and continual coaching of new employees
- Demonstrated ability to manage staff, delegate tasks, and ensure compliance with company policies
- Supervised opening and closing duties of bar shift including cash handling procedures
Education
Associate in Science (A.S.) - Cyber Security
San Jacinto College
Pasadena, TX12.2023
Skills
- Hardware diagnostics
- Technical support triage
- Ticket and escalation management
- Remote support (Bomgar, Quick Assist, RPD)
- Product knowledge and troubleshooting
- Active Directory and Intune proficiency
- MS office proficiency
- Analytical thinking
- Active listening
- Verbal and written communication
Timeline
Technical Support Advisor, Tier 1
Pearson Education
07.2024 - Current
IT Field Technician
Harris County Election Department
02.2024 - 04.2024
Help Desk Analyst Tier 1
Conduent
06.2020 - 02.2022
Bartender Shift Manager
Little Tokyo
01.2018 - 05.2020
Bartender Shift Manager
The Queen Vic Pub & Kitchen
04.2015 - 09.2018
Associate in Science (A.S.) - Cyber Security
San Jacinto College
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