LAVANTE PORTER
Birmingham,AL
Summary
Friendly Help Desk Technician with 3 years of experience that quickly and effectively resolves customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
4
4
years of professional experience
Work History
HELP DESK TECHINCIAN
AMERICA'S THRIFT STORES
05.2021 - Current
- Provided basic end-user troubleshooting and desktop support.
- Developed strong relationships with clients through excellent communication skills, earning respect as a trusted advisor on IT-related matters.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Implemented preventative measures that reduced recurring technical issues faced by users, increasing overall efficiency levels.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Created S.O.P documents through technical writing expertise
HARDWARE TECHNICIAN INTERN
MISSISSIPPI STATE UNIVERSITY BOST EXT. CENTER
02.2020 - 05.2020
- Assembled computers and network systems for client workstations
- Strategically implemented new computer projects and hardware installations to improve workflow for employees.
- Demonstrated strong knowledge of all types of electrical components, operations, specifications and proper testing methods.
- Maintained detailed documentation through all phases of development, testing and analysis to enhance organizational productivity.
- Facilitated smooth transitions during software upgrades by ensuring compatibility with existing hardware infrastructure.
Education
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY SERVICES
MISSISSIPPI STATE UNIVERSITY
STARKVILLE, MS11.2020
Skills
- Software Updates
- Remote System Analysis
- SOP Development
- Technical Documentation
- Help Desk Software
- System Administration
- IT Service Management (ITSM) Oversight
- Support Ticket System Management
References
Furnished upon request.
Timeline
HELP DESK TECHINCIAN
AMERICA'S THRIFT STORES
05.2021 - Current
HARDWARE TECHNICIAN INTERN
MISSISSIPPI STATE UNIVERSITY BOST EXT. CENTER
02.2020 - 05.2020
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY SERVICES
MISSISSIPPI STATE UNIVERSITY
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