Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Keaton Parker

Houston,Texas

Summary

Seasoned IT professional with extensive experience at Amazon, specializing in IT Support Services and Network Security Management. Demonstrated expertise in hardware repair and customer service, leading to significant improvements in system efficiency. Proficient in translating complex technical concepts into actionable solutions, showcasing strong problem-solving capabilities. Career aspirations include advancing in network security to further enhance organizational resilience.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Help Desk Technician

Upwork.com
Houston, TX
08.2023 - Current
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Performed troubleshooting to diagnose and resolve technical issues.
  • Provided end-user training when needed.
  • Installed operating system updates as required by company policy.
  • Updated antivirus protection on all computers on a regular basis.
  • Analyzed system logs to detect potential issues with computer systems.

IT Support Analyst

TFE Group
Houston, Texas
06.2022 - 08.2023
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
  • Explained technical information in clear terms to non-technical individuals, to promote better understanding.
  • Troubleshoot customer's with Windows and networking
  • Providing customer service for Microsoft Office
  • Sorted documents and maintained organized filing process
  • Configured Cisco routers and switches for LAN and WAN connectivity including VLANs, ACLs, port security, NAT, IP routing protocols, QoS, DHCP and HSRP.

IT Trainer

Freelance
04.2021 - 07.2023
  • Had experience in aiding others in their IT projects such as setting up networks and configuring hardware
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Compiled IT training and assessment resources based on understanding of technical processes and skills-development needs
  • Oversaw technical documentation, instruction and evaluation to meet IT education initiatives

Technical Support Analyst

Resource Staffing
Houston, Texas
02.2021 - 01.2022
  • Collaborated with vendors to locate replacement components and resolve advanced problems
  • Resolved issues with systems, hardware and telephones quickly and accurately
  • Monitored systems in operation and quickly troubleshot errors
  • Checked for accuracy by verifying data and records
  • Used computer software to store and retrieve data
  • Managed over 50 customer calls per day

Technical Associate

Amazon
Houston, Texas
10.2020 - 09.2021
  • Offered technical guidance on operating systems and platforms such as Windows and Linux
  • Assisted customers in identifying issues and explained solutions to restore service and functionality
  • Participated in new technology rollouts, following mandated technical change procedures to maintain smooth transitions

Education

High School Diploma -

Summer Creek High School
Houston, TX
07.2020

Bachelor of Science - Cyber Security

San Jacinto College
Pasadena, TX

Skills

  • IT Support Services
  • Active Directory
  • ServiceNow
  • Web Security
  • Technical writing
  • Hardware and software monitoring
  • Network Security Management
  • Hardware repair

Certification

  • Comptia A+, 08/23
  • TestOut Server Pro 2016: Install and Storage Certification, 06/22
  • TestOut IT Fundamentals Pro Certification, 06/22
  • Google IT Support Certificate, 04/21

References

References available upon request.

Timeline

Help Desk Technician

Upwork.com
08.2023 - Current

IT Support Analyst

TFE Group
06.2022 - 08.2023

IT Trainer

Freelance
04.2021 - 07.2023

Technical Support Analyst

Resource Staffing
02.2021 - 01.2022

Technical Associate

Amazon
10.2020 - 09.2021

High School Diploma -

Summer Creek High School

Bachelor of Science - Cyber Security

San Jacinto College

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Keaton Parker