Khali Edwards
Louisville,KY
Summary
Resourceful System Technician with high-level technical skills and extensive IT industry background. Served many business and residential customers during past year and resolved 89% of issues without specialty team escalation. Diversified knowledge base and commitment to customer satisfaction leading to optimum outcomes. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Computer Repair Technician
Self Employment Specialists
04.2016 - 03.2021
- Managed and repaired various PC systems including monthly upkeep.
- Disassembled computers to perform diagnostics and check for repair needs.
- Researched and identified problems with computers and advised staff and clients on plans of action.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Updated and installed new software on desktop and laptop computers to maintain latest technology.
- Supplied end-user assistance for desktop and laptop systems via remote and on-site support.
- Wrote reports on computer statuses and maintenance jobs.
- Refurbished used computers and technological equipment, saving companies money.
- Installed and maintained remote work systems to facilitate virtual employee access to technology for continued operation.
- Oversaw multi-site Windows 10 operating system upgrade projects, maintaining consistent performance across 28 desktops.
Service Desk Specialist
CompuCom
05.2021 - 10.2022
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Collaborated with internal partners to effectively resolve user issues.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Patched software and installed new versions to eliminate security problems and protect data.
IT Technician
Trace3
10.2022 - 11.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and.
- Submitted service tickets for equipment maintenance requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Translated complex technical issues into digestible language for non-technical users.
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
Service Technician Specialist
U Of L Hospital
11.2023 - Current
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
- Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Established strong relationships with vendors, facilitating the procurement of high-quality parts at competitive prices.
Education
Associate of Applied Science - Computer Forensics
Sullivan College of Technology And Design
Louisville, KY09.2015
Skills
- Microsoft Certification
- Defect Analysis and Resolution
- Highly Professional
- Multitasking and Prioritization
- System Performance Assessment
- Help Desk Support
- Issue and Resolution Tracking
- Microsoft Windows and Office
- Technical Troubleshooting
- Active Listening
- Computer Diagnostics
- System Maintenance
- Helpdesk Services
- Service Desk Team Management
- Application Installation
- Network Maintenance
- Updating Software
- Knowledge of Exchange and O365
- Knowledge of Azure Active Directory
- C
- Cisco
- Data entry proficiency
- HIPAA Compliance
Timeline
Service Technician Specialist
U Of L Hospital
11.2023 - Current
IT Technician
Trace3
10.2022 - 11.2023
Service Desk Specialist
CompuCom
05.2021 - 10.2022
Computer Repair Technician
Self Employment Specialists
04.2016 - 03.2021
Associate of Applied Science - Computer Forensics
Sullivan College of Technology And Design
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