Hi, I’m
Khari Waits
Buffalo,NY
The price one pays for pursuing any profession or calling is an intimate knowledge of its ugly side.
James Baldwin
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
4
years of professional experience
Work History
Crossfuze
Desktop Support Technician
07.2023 - Current
Job overview
- Installed and configured operating systems and applications.
- Offered assistance in implementing and developing training programs.
- Configured hardware, devices, and software to set up work stations for employees.
- Tested new software and hardware prior to deployment.
- Configured and tested new software and hardware.
ColoCrossing
Data Center Technician 1
05.2022 - 06.2023
Job overview
- Accepted tasks and documented status using ticketing system, time reports and email.
- Moved and installed shelves, power strips, rails, servers, switches and other equipment.
- Identified and reported problem devices and replaced defective parts.
- Entered device locations and cable connections into database.
- Conducted inventory control and reported stock or receiving discrepancies identified when comparing inventory records with physical items or received products and packing slip.
- Integrated fiber-optic and copper cabling technologies with components of new and existing network infrastructures.
- Supported senior teammates performing crisis management during critical situations or major service outages.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Dressed and labeled cables for easy identification and traceability.
- Recorded received products into database using asset tags information, product manufacturer, model and serial number.
PCI
Help Desk Analyst
08.2021 - 04.2022
Job overview
- Used ticketing systems to manage and process support actions and requests.
- Provided basic end-user troubleshooting and desktop support.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Resolved technical issues by troubleshooting.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
Alternative Information Systems
Field Technician
08.2020 - 11.2020
Job overview
- Delivered high-quality work by diligently following standard operating procedures.
- Collaborated with other field technicians to resolve complex technical issues.
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Identified potential problems and prevented equipment failure through performing regular equipment inspections.
- Imaged Windows laptops
- Performed basic resets and configuration for iPads
- Performed basic repairs on laptops
- performed basic repairs on laptops
- Assisted in maintaining stock and storage of IT assets
Nfrastructure
NYS ITS Service Desk Agent
08.2018 - 01.2019
Job overview
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
Spectrum
Technical Support Representative
03.2017 - 08.2018
Job overview
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Education
Erie Community CollegeBuffalo, NY
Associate Of Arts And Sciences from Humanities
Skills
- End-User Account Management
- New System Deployment
- Ticketing System Oversight
- Onboarding Package Design
- Staff education and training
- Application support
- Software diagnosis
- Desktop support
- Customer service expert
- Active Listening
- Teamwork and Collaboration
- Analytical and Critical Thinking
- Technical documents comprehension
- Data Entry
- Google Workspace
- Maintenance and Repair
- Flexible and Adaptable
- Linux
- Hardware knowledge
- Technical Analysis
- Root Cause Analysis
- Call triaging
- Technical Support Triage
- MS Office
- Network configuration
- Network Troubleshooting
- Mobile Device Deployment
- Desktop Technical Support
- Wireless Networking
- Hardware and software installation
- Inventory management
- End-User Account Management
- Desktop and laptop installations
- Hardware upgrades
- Instruction and training
- Helpdesk call support
- PC component diagnostics
- Windows 10
- Microsoft Outlook
- Server Management
- Servers expertise
- Switches and routers
- Firewalls, VPNs and security products
- Technical issues analysis
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Desktop Support Technician
Crossfuze
07.2023 - Current
Data Center Technician 1
ColoCrossing
05.2022 - 06.2023
Help Desk Analyst
PCI
08.2021 - 04.2022
Field Technician
Alternative Information Systems
08.2020 - 11.2020
NYS ITS Service Desk Agent
Nfrastructure
08.2018 - 01.2019
Technical Support Representative
Spectrum
03.2017 - 08.2018
Erie Community College
Associate Of Arts And Sciences from Humanities
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