Summary
Overview
Work History
Education
Skills
Equipment Knowledge
Timeline
Generic

Korey Sr..

Antioch,TN

Summary

Seasoned IT professional with 10 years of experience, specializing in help desk support and technical troubleshooting. Proven record of accomplishment in safeguarding data, resolving hardware and software issues, and educating customers on troubleshooting techniques. I am seeking to leverage my expertise in IT support and cybersecurity certification in a challenging IT Help Desk Technician role.

Overview

11
11
years of professional experience

Work History

Help Desk Technician

Walmart
Antioch, Tennessee
04.2023 - Current
  • Ensures data security and network access through effective support functions, maintaining data integrity and confidentiality
  • Educates users on fundamental troubleshooting methods for frequent software and hardware problems, enhancing user efficiency
  • Identifies and resolves software and hardware issues, leveraging detailed documentation and procedures for support agreements
  • Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues
  • Software configuration and Anti-Virus installations for all workstations and laptops.

Help Desk Technician

CEVA Logistics
Nashville, TN
09.2020 - 02.2023
  • Used ServiceNow to document interactions on tickets and incidents to guarantee customer issues were resolved in a professional and timely manner
  • Installation of equipment – verifying network connectivity, training of customers on new equipment/software
  • Onboarding of teammates with new equipment and software
  • Password Resets, Hardware and Software updates/installations as needed
  • Troubleshooting software, backing up data, and updating software using Windows and iOS-based computer systems.

Administrative Specialist

Enterprise Rent a Car
Nashville, TN
09.2014 - 04.2020
  • Managed daily administrative operations, including call management, email correspondence, and mail routing to facilitate effective communication
  • Mitigated client issues promptly and effectively, contributing to enhanced customer satisfaction and retention
  • Optimized office productivity by effectively allocating resources and personnel, ensuring balanced workloads
  • Utilized administrative tools for monitoring key performance indicators, coordination, and ongoing tasks, prioritizing critical tasks for optimal resource allocation.

Technical Support Specialist

Asurion/Verizon
Nashville, TN
02.2013 - 09.2014
  • Diagnosed and resolved intricate technical hardware and software issues using a blend of personal knowledge and structured repair procedures to ensure comprehensive problem investigation
  • Optimized customer support by tailoring technical approaches to match different customer experience levels, ensuring quick responses through phone, email, and web chat
  • Augmented the proficiency of the technical support team by reproducing problems in lab settings, leading to enhanced troubleshooting outcomes and reduced process inaccuracies.

Education

Cybersecurity Analyst Certification - Cybersecurity

Microsoft
04.2024

Introduction to Information Technology Certification - Information Technology

Chegg's Skills
10.2023

High School -

Douglas MacArthur High School
06.1996

Skills

  • Ticket Management
  • Help Desk Software
  • Application Support
  • Database Maintenance
  • Data Security, Troubleshooting and Diagnosis
  • Network Testing
  • Incident Responses
  • Customer Service
  • Problem-Solving
  • Communication, Documentation
  • Technical Troubleshooting
  • Knowledge of IT Systems and Applications
  • Communication Skills
  • ServiceNow
  • Ticket assignment
  • Application troubleshooting
  • Compatibility settings
  • Browser vs installed

Equipment Knowledge

True, True, True

Timeline

Help Desk Technician

Walmart
04.2023 - Current

Help Desk Technician

CEVA Logistics
09.2020 - 02.2023

Administrative Specialist

Enterprise Rent a Car
09.2014 - 04.2020

Technical Support Specialist

Asurion/Verizon
02.2013 - 09.2014

Cybersecurity Analyst Certification - Cybersecurity

Microsoft

Introduction to Information Technology Certification - Information Technology

Chegg's Skills

High School -

Douglas MacArthur High School

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Korey Sr..