Summary
Overview
Work History
Education
Skills
Certification
Workauthorization
Personal Information
Timeline
Generic

Keonte Spencer

Owasso,OK

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Field Engineer

Solai & Cameron/ Fujitsu
09.2019 - Current
  • Server Repair, Software Troubleshooting, Hardware Troubleshooting, PC building and Software Imaging, On-Site Support: Provide technical support and assistance to clients at their locations, troubleshooting hardware and software issues
  • Installation: Install, configure, and maintain IT equipment, including servers, workstations, networking devices, and peripherals
  • Network Configuration: Set up and configure local area networks (LANs), wide area networks (WANs), and wireless networks
  • System Upgrades: Perform upgrades and updates to existing systems and software to ensure optimal performance and security
  • Diagnostic Testing: Conduct diagnostic tests to identify issues, analyze performance, and recommend solutions
  • Documentation: Maintain detailed records of installations, configurations, repairs, and service requests in a ticketing system
  • Customer Training: Train end-users on new systems, software applications, and best practices to ensure effective use
  • Problem Resolution: Troubleshoot and resolve complex technical issues that require on-site intervention
  • Collaboration: Work closely with internal teams, including help desk and network operations, to coordinate support efforts
  • Compliance: Ensure adherence to industry standards and compliance with organizational policies and procedures
  • Inventory Management: Manage and maintain inventory of IT equipment and supplies, ensuring accurate stock levels
  • Emergency Response: Respond to urgent technical issues or outages, providing rapid resolution to minimize downtime
  • Field Reports: Generate and submit field reports detailing activities, issues encountered, and resolutions implemented
  • Continual Learning: Stay updated with the latest technologies, tools, and industry trends to enhance service delivery.

Tech Support Analyst

Diversified System Resources
12.2017 - 06.2019
  • Configure routers and modems, Provide excellent customer service, Customer Assistance: Provide timely and effective support to customers via phone, email, or chat
  • Issue Diagnosis: Identify and troubleshoot technical issues, gathering relevant information from users
  • Problem Resolution: Resolve hardware and software problems, including installation and configuration issues
  • Documentation: Maintain accurate records of customer interactions, issues, and resolutions in a ticketing system
  • Follow-Up: Ensure follow-up on unresolved issues and communicate status updates to customers
  • Knowledge Base Management: Contribute to and update knowledge base articles to aid in troubleshooting and customer self-service
  • Product Knowledge: Stay informed about the company's products, services, and policies to provide accurate support
  • Escalation: Escalate complex issues to higher-level support teams when necessary
  • Customer Education: Educate customers on product features and best practices for optimal use
  • Performance Metrics: Meet performance metrics such as response times, resolution times, and customer satisfaction scores
  • Team Collaboration: Work with other team members and departments to improve service delivery and resolve issues
  • Feedback Collection: Gather feedback from customers to identify areas for service improvement.

Forklift Operator / Order Filler

Pepsi Co
09.2013 - 12.2017
  • Moving pallets of product around warehouse and loaded them into the trucks for distribution
  • Filled the orders following the order slip
  • Scan in returned product and put it where it belonged.

Cashier

Lowes
08.2012 - 09.2013
  • Customer Service: Greet customers warmly and assist with inquiries or issues.
  • Transaction Handling: Accurately process sales transactions, including cash, credit, and debit payments.
  • Register Operation: Operate the cash register and maintain an accurate cash drawer.
  • Product Scanning: Scan items for purchase and ensure prices are correct.
  • Receipt Issuance: Provide receipts and change to customers.
  • Refunds and Exchanges: Process returns, exchanges, and refunds according to store policy.
  • Inventory Management: Help with inventory checks and restocking shelves when needed.
  • Promotions and Discounts: Apply promotional offers and discounts appropriately.
  • Maintain Cleanliness: Keep the checkout area clean and organized.
  • Report Issues: Communicate any discrepancies or issues to management promptly.
  • Security Awareness: Be vigilant about potential theft or fraud and follow security procedures.
  • End-of-Day Balancing: Assist in balancing the register at the end of shifts.

Contractor Computer Repair Tech

Smart Source
01.2011 - 08.2012
  • Repairing and troubleshooting computers for American Airlines main site based in Tulsa, OK.

Education

Tulsa Community College
Tulsa, OK
10-2026

Networking and Computer Repair

Tulsa Tech
Tulsa, OK
06.2018

High School Diploma -

Owasso High School
Owasso, OK
05-2009

Skills

  • Networking (3 years)
  • Computer Repair (10 years)
  • Computer Hardware (1 year)
  • Customer Service Skills (6 years)
  • Cisco Networking (1 year)
  • Microsoft Office (1 year)
  • Helpdesk Support
  • Tech Support (10 years)
  • Desktop Support (4 years)
  • Service Desk
  • Help Desk (4 years)
  • Network Security (5 years)
  • Microsoft Windows (10 years)
  • Software Troubleshooting
  • Active Directory (3 years)
  • Network Support (5 years)
  • Operating Systems (10 years)
  • Microsoft Windows Server (3 years)
  • Linux (1 year)

Certification

  • Network Pro, 05/01/18, Present, Cables and Connectors, Wires Networking, Wireless Networking, Network Connection Configuration, Network Services, Network Security, Network Troubleshooting
  • Security Pro, 05/01/18, Present, Access Control and Identity Management, Cryptography, Policies, Procedures, Awareness, Physical Security, Perimeter Defense, Network Defenses, Host Defenses, Application Defenses, Data Defenses, Assessments and Audits
  • Juniper Networking Fundamentals, 05/01/18, Present
  • Cisco Networking Academy IT Essentials, 05/01/18, Present, Selecting the appropriate computer components to build, repair, or upgrade personal computers., Explaining how to correctly use tools and safety work in a lab., Installing windows operating systems., Configuring computers to communicate on a network., Cloud Services, Installing and sharing printers to meet requirements., Troubleshooting advanced hardware and software problems., Troubleshooting and securing mobile, OS X and Linux operating systems
  • OSHA 10, 03/01/18, Present, Able to perform safe practices in the general work industry.
  • Microsoft Technology Associate Windows Operating Systems, 03/01/18, Present
  • Microsoft Technology Associate Networking, 04/01/18, Present
  • Microsoft Technology Associate Security, 05/01/18, Present
  • Tulsa Tech Certificate of Completion Computer Repair and Network Support, 05/01/18, Present, Completed 600+ hours of study and 300+ hours of labs

Workauthorization

Authorized to work in the US for any employer

Personal Information

  • Relocation: Anywhere
  • Title: Tech Support / Networking

Timeline

Field Engineer

Solai & Cameron/ Fujitsu
09.2019 - Current

Tech Support Analyst

Diversified System Resources
12.2017 - 06.2019

Forklift Operator / Order Filler

Pepsi Co
09.2013 - 12.2017

Cashier

Lowes
08.2012 - 09.2013

Contractor Computer Repair Tech

Smart Source
01.2011 - 08.2012

Tulsa Community College

Networking and Computer Repair

Tulsa Tech

High School Diploma -

Owasso High School

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Keonte Spencer