Leonard McGinnis
Davenport,FL
Summary
Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Lead Nurture
Pearson Inc
06.2023 - 01.2024
- Efficiently managed client relationships, enhancing customer engagement.
Tier 1 Technical Support Representative
HumanTouch
11.2021 - 01.2022
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
Technical Support
Alorica
06.2021 - 09.2021
- Gathered and compiled technical support documentations for training service desk and field engineers.
- Assisted clients with technical support issues and general inquiries.
- Provided remote and local technical support for telecommunications protocols and network infrastructure.
- Managed call flow to respond to technical support needs of customers.
Cable Technician
Broadstripe - An Anne Arundel Broadband
03.2017 - 08.2019
- Assembled communication equipment such as wiring, switching equipment, and power apparatus.
- Operated equipment, vehicles, and tools with optimal safety procedures to prevent injuries.
- Repaired and updated equipment to conform to company-wide standards.
- Connected components to exterior cable systems and tested connections for adequate power and functional links.
- Coordinated with customers to meet needs and requirements swiftly and to high standards.
- Installed data and telephone cable lines between outside underground or pole lines and residential and commercial buildings.
- Confirmed compliance with all industry standards and regulations related to cabling and telecommunications.
- Completed new connects, reconnects, disconnects, and service changes for residential and commercial customers.
- Maintained detailed records of all cabling and telecommunications activities and equipment.
- Developed and implemented plans for installation of new networks and cabling systems.
- Performed troubleshooting of systems with techniques such as speed and ping tests.
- Tested cables using tools such as volt-OHM meters, spectrum analyzers, and signal level meters.
- Performed preventive maintenance of telecommunications equipment.
- Installed and configured new devices and system components.
Supervisor
Simplicity USA
09.2014 - 03.2017
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Gathered, organized and input information into digital database.
- Educated staff on organizational mission and goals to help employees achieve success.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Maintained database systems to track and analyze operational data.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
- Observed packing operations to verify conformance to specifications.
Education
No Degree - Information And Computer Systems
MyComputerCareer
Maryland01-2022
High School Diploma -
Eisenhower Highschool
Rialto, CA06-2013
Skills
- LAN WAN
- Virtualization Installation
- Configuration Adaptability
- Active Directory Delegation
- Documentation Troubleshooting
- Safety & Security Networking
- Team management Firewalls & Antivirus
- Technical Support Routers & Switches
- IP Addressing Scheme
- Strategic Thinking
- Help Desk Operations
- Desktop Technical Support
- Hardware Installation
Accomplishments
A+ CompTIA
Security+
Server+
Linux Essentials
Name
LEONARD MCGINNIS
Title
HELP DESK SPECIALIST
Certification
- A+, CompTIA
- SECURITY+, CompTIA
- SERVER+, CompTIA
- LINUX ESSENTIALS
Summary
IT Help Desk professional with 10 years of experience specializing in networking, virtualization, and team management.
Demonstrates adaptability and proficiency in configuring routers, switches, and firewalls, ensuring safety and security.
Committed to enhancing IT infrastructure with a keen focus on Active Directory and IP addressing schemes.
Eagerly learning and adapting to new challenges, consistently meeting deadlines and demonstrating strong work ethics.
Lead Nurture role at Pearson Inc, efficiently managed client relationships from June 2023 to January 2024, enhancing
customer engagement.
Worked collaboratively with team members, ensuring punctuality and dedication to foster a productive work environment.
Collaborate with cross-functional teams to enhance project outcomes, achieving measurable results.
Analyze client requirements to deliver tailored solutions, significantly improving client satisfaction.
Develop and maintain client relationships, ensuring consistent project success and repeat business.
Implemented advanced troubleshooting techniques, reducing service downtime by 35%, enhancing customer satisfaction.
Implemented automated reporting systems, reducing data processing time by 40% and enhancing decision-making speed.
Certificationsdetails
- A+, CompTIA, Install and implement wireless networks, and various topologies. Setup and configure computer hardware, software, systems, networks, printers and
- SECURITY+, CompTIA
- SERVER+, CompTIA, Cloud Platform Support to include: Microsoft Intune, Azure, Office 365 and Google Cloud Applications
- LINUX ESSENTIALS, have an understanding of the Linux and open source industry and knowledge of the most popular open source Applications; understand the major components of the Linux operating system, and have the technical proficiency to work on the Linux command line; and have a basic understanding of security and administration related topics such as user/group management, working on the command line, and permissions.
Location
Davenport, United States, 33896
Timeline
Lead Nurture
Pearson Inc
06.2023 - 01.2024
Tier 1 Technical Support Representative
HumanTouch
11.2021 - 01.2022
Technical Support
Alorica
06.2021 - 09.2021
Cable Technician
Broadstripe - An Anne Arundel Broadband
03.2017 - 08.2019
Supervisor
Simplicity USA
09.2014 - 03.2017
No Degree - Information And Computer Systems
MyComputerCareer
High School Diploma -
Eisenhower Highschool
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