Keith King
Norcross
Summary
Dynamic IT Support Specialist with proven expertise at Sage in technical troubleshooting and customer service. Successfully reduced ticket backlog through effective prioritization and streamlined processes. Proficient in Windows 10/11 and remote support, delivering exceptional user experiences while empowering clients with self-help resources. Committed to resolving issues efficiently and enhancing operational productivity.
Overview
34
34
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Sage
12.2010 - Current
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Provided on-call support for critical issues related to
Level 1 Helpdesk Agent
SunTrust
02.2006 - 01.2008
- Assisted in hardware and software installations, ensuring smooth transitions for users during upgrades or migrations.
- Reduced ticket backlog by prioritizing tasks and managing workload effectively.
- Maintained detailed documentation of helpdesk interactions, enabling efficient issue tracking and resolution.
- Developed comprehensive knowledge of company products, enabling accurate support for client needs.
- Developed helpful FAQs and knowledge base articles to empower users to resolve common issues independently.
- Streamlined processes for faster ticket resolution, implementing best practices across the department.
- Logged support tickets and closed when issues were resolved.
Level 1 Helpdesk Agent
Georgia-Pacific
07.1991 - 10.2003
- Reduced ticket backlog by prioritizing tasks and managing workload effectively.
- Maintained detailed documentation of helpdesk interactions, enabling efficient issue tracking and resolution.
- Used ticketing systems to manage and process support actions and requests.
- Resolved technical issues by troubleshooting.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Provided on-call support for critical issues related to [Software].
Education
High School Diploma -
Thomas A Edison
Queens, NY06-1986
Skills
- Technical troubleshooting
- Technical support
- Microsoft outlook
- Software installation
- Remote support
- Issue troubleshooting
- Customer service
- Desktop support
- Active listening
- Windows 10/11
- Mac systems
- Videoconferencing
- LAN/WAN
Certification
ITIL Foundation Certificate in IT Service Management
Timeline
IT Support Specialist
Sage
12.2010 - Current
Level 1 Helpdesk Agent
SunTrust
02.2006 - 01.2008
Level 1 Helpdesk Agent
Georgia-Pacific
07.1991 - 10.2003
High School Diploma -
Thomas A Edison
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