Justin Watkins
Senior Helpdesk Administrator
Austin,TX
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
10
10
years of professional experience
9
9
years of post-secondary education
Work History
Senior Helpdesk Administrator
BuildASign.com
04.2018 - Current
- Maintained inventory of computer hardware components, ensuring availability of replacement parts when needed for repairs or upgrades.
- Provided exceptional remote support to users, utilizing remote access tools to diagnose and resolve issues effectively.
- Supported company-wide software rollouts by preparing systems, providing training materials, and offering post-implementation assistance as needed.
- Implemented ticketing system improvements that led to more accurate tracking of support requests and faster response times.
- Assisted customers with password resets and account management tasks while maintaining strict adherence to security protocols.
- Developed comprehensive knowledge base articles to facilitate quick resolution of common issues, improving overall support efficiency.
Helpdesk / On-Site Manager
Integritek
07.2014 - 04.2018
- Established strong relationships with clients through clear communication and consistent follow-up on outstanding issues.
- Streamlined IT operations by providing expert technical guidance to clients in the selection of hardware and software solutions.
- Supported a diverse range of operating systems, platforms, and applications within client environments to ensure seamless operation across multiple technologies.
- Increased productivity for end-users by optimizing workstation performance through hardware upgrades and software updates.
- Resolved technical issues efficiently through remote troubleshooting and on-site support.
- Served as a point-of-contact between internal teams and external vendors when coordinating equipment repairs or replacements.
Center Consultant
FEDEX OFFICE
11.2013 - 03.2015
- Provided excellent customer service at all times, including concerns, to satisfy the customer's needs and wants
- Took leadership of the center when management was not present and often worked the store alone.
Education
Certificate of Completion - Coding Boot Camp
The University of Texas At Austin (CPE)
Austin, TX 05.2001 -
High School Diploma -
North Medford High School
Medford, OR 05.2001 - 05.2010
Skills
Technical Documentation
New Hire Onboarding
Helpdesk operations
Hardware knowledge
Software Installation
Technical Support
Problem-Solving
Object-Oriented Programming
Javascript
React
Python
C
SQL
MongoDB
Attention to Detail
Responsive Web Design
Timeline
Senior Helpdesk Administrator
BuildASign.com
04.2018 - Current
Helpdesk / On-Site Manager
Integritek
07.2014 - 04.2018
Center Consultant
FEDEX OFFICE
11.2013 - 03.2015
Certificate of Completion - Coding Boot Camp
The University of Texas At Austin (CPE)
05.2001 -
High School Diploma -
North Medford High School
05.2001 - 05.2010