Kevin Solon
Casselberry,FL
Summary
Detail-oriented IT Help Desk professional with a proven track record in delivering exceptional technical support and troubleshooting across diverse systems and applications. Demonstrated expertise in configuring computers, servers, and peripheral devices to align with established company and security parameters. Skilled in diagnosing and resolving issues in Windows, macOS, and Linux environments, while prioritizing customer service and effective communication. Proficient in remote support, ticketing systems, and cybersecurity practices. Eager to contribute technical expertise and mentor colleagues, fostering a collaborative and knowledgeable team environment that enhances user satisfaction and ensures seamless IT operations.
Overview
3
3
years of professional experience
10
10
Certifications
9
9
years of post-secondary education
Work History
Mobile Phone Technician
Asurion
06.2024 - Current
- Reset and restored mobile operating systems to factory default settings to correct software-based faults.
- Backed up and restored user data to replacement devices, maintaining strict customer privacy protocols.
- Activation of new or replaced devices.
- Enhanced customer satisfaction by efficiently diagnosing and repairing various mobile phone issues.
- Provided advice to consumers on safety and reliability of third-party replacement parts.
- Mitigated risk of data loss during repairs by diligently backing up customer information before initiating any troubleshooting procedures.
- Maintained a high level of technical expertise by staying current on evolving mobile phone technologies.
- Assisted customers in understanding their devices'' features better; providing personalized guidance on usage and maintenance tips.
- Troubleshot complex software issues on multiple operating systems, restoring devices back to optimal functionality quickly and efficiently.
Help Desk Support Specialist
TRS Wireless
10.2023 - 04.2024
- Analyzed computer issues to identify troubleshooting methods needed for quick remediation.
- Managed the firewall, network, and server monitoring both on- and off-site.
- Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Streamlined help desk operations for increased efficiency and improved response times.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
Help Desk Administrator
Taylorworks
03.2022 - 10.2023
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service by maintaining clear and consistent communication with end-users throughout the issue resolution process.
- Evaluated new technology solutions based on current business needs and industry trends while making recommendations to management.
- Enhanced customer satisfaction by resolving technical issues promptly and professionally.
- Maintained accurate records of all Help Desk interactions, facilitating data-driven improvements to support services.
- Developed comprehensive knowledge base articles for end-users, reducing support call volume.
- Collaborated with IT team to deploy software updates, minimizing downtime and disruptions.
- Managed high-volume ticketing system, ensuring timely resolution of user requests.
- Implemented remote support tools to provide real-time assistance to users, increasing first-call resolution rates.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Installed, modified, and repaired software and hardware to resolve technical issues.
Education
Master of Science - Cybersecurity
Western Governors University
Salt Lake City, UT 09.2024 - 05.2026
Bachelor of Science - Information Technology
University of Central Florida
Orlando, FL 08.2015 - 05.2021
Associate of Science - Computer Engineering
Valencia College
Orlando, FL 08.2013 - 05.2015
Skills
- Customer service
- Desktop support
- Data backup and retrieval
- Remote access technology
- Technical issues analysis
- Bug tracking
- Access issue resolution
- G-Suite
- Network support
- Ticket management
- Computer workstation setup
- Troubleshooting and diagnosis
Relevant Skills
- Excellent communication skills to assist users with varying technical knowledge.
- Practiced troubleshooter with excellent diagnostics and repair abilities.
- Ability to handle multiple tickets and prioritize based on urgency.
- Proficiency with Windows, macOS, and Linux environments.
- Boost system performance by thoroughly evaluating and correcting different hardware and software issues.
- Knowledge of network administration, backup, security management, email systems and applications support.
- Knowledge of cybersecurity practices and user account management.
Certification
- ISC2 Certified in Cybersecurity | October 2024
- TryHackMe Pre Security | June 2023
- TryHackMe Intro to Cybersecurity | June 2023
- Google Cybersecurity Analyst Certification | June 2023
- Datto Certified Practitioner in SaaS Protection | August 2022
- Datto Certified Practitioner in Cybersecurity | July 2022
- Datto Certified Deployment Specialist in Continuity | April 2022
- Google IT Support Professional Certification| October 2021
- Network Support Certification | May 2014
- Micro-computer repair Certification | May 2013
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
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