Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Lubra Hunter Jr

Information Technology
Dallas,TX

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

20
20
years of professional experience
2
2
years of post-secondary education

Work History

Desktop Support/Desk Technician III

General Dynamics Information Technology Inc
Dallas, TX
08.2022 - 03.2023
  • Configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripherals
  • Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support software
  • Relocates IT equipment including desktop computers, printers, monitors, and other general peripherals
  • Provide end-user software troubleshooting and support daily maintenance and incident/problem resolution for escalation of desktop support related issues
  • Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required
  • Connects and configures IT devices to use computer networks
  • Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates
  • Provides software support for user's applications, including basic to advanced software operations and general use of computers and peripherals
  • Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management
  • Provides virtual/remote assistance sessions with Bomgar and Apple Remote Desktop
  • Develops end-user documentation and instructions
  • Document all user requests and actions taken in ServiceNow ticketing system
  • Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction
  • Ability to work well under pressure and to meet deadlines as needed
  • Re-images desktops and laptops, as needed, and deploys new equipment to end users
  • Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints
  • Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory
  • Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and peripherals
  • Follows set policies and procedures when assisting clients to ensure proper handling of requests
  • Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I/II support
  • Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed
  • Provide support for escalated issues from help desk analysts.

Help Desk Technician 2

General Dynamics Information Technology Inc
Bossier City, LA
12.2021 - 08.2022
  • Assist and support end-users with technical issues and questions related to software systems and applications to include but not limited to, MS Operating Systems, Microsoft Office 365 and specialized DoS applications via multiple support channels including phone, email, chat sessions, web forms, and other communication methods available
  • Apply basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles
  • Manage and update customer specific database to ensure accurate recording of work performed according to business processes and standard operating procedures (SOP)
  • Provide case status updates to management and end-users according to service level guidelines
  • Ensure positive customer experiences through utilization of your customer service skills
  • Hone and develop your communication skills while interacting with diverse audiences
  • Utilize your time management skills to adhere to contact center scheduling, including lunch and breaks while you thrive in a high energy, fast paced environment
  • May coach and mentor other teammates and peers in your area of expertise.

Customer Service Agent

Prosphere Tek
Bossier City, LA
09.2019 - 12.2021
  • Diagnoses, identifies, isolates, and analyzes trends utilizing historical database records
  • Maintains and updates records and tracking databases
  • Logs and tracks inquiries using a problem management database and maintains historical records and related problem documentation
  • Responsible for all customer inquiries and questions including billing issues
  • Always provide excellent customer service
  • Follow up to customer inquiries by taking specific action in a timely manner
  • Troubleshoot equipment and system problems in a timely manner while ensuring excellent customer service
  • Provide technical support including diagnosing, researching, identifying, testing and implementation of solutions to resolve product issues
  • First call resolution
  • Enters data from customers into various software programs
  • Appropriately communicate with upset customers to resolve their inquiries
  • Thrives as a team player in a fast-paced, high-energy, change-oriented environment
  • Participates in additional training courses when needed
  • Performs other related duties and assignments as required and as assigned by supervisor or manager
  • Exercise retention efforts when appropriate.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Addressed customer account discrepancies and concerns.

Customer Service Representative

Teleperformance
07.2019 - 09.2019
  • From Home
  • Troubleshooting all apple devices
  • Respond to inbound calls
  • Troubleshoot and resolve advanced technical issues
  • Diagnoses, identifies, isolates, and analyzes trends utilizing historical database records
  • Maintains and updates records and tracking databases
  • Logs and tracks inquiries using a problem management database and maintains historical records and related problem documentation
  • Responsible for all customer inquiries and questions including billing issues
  • Always provide excellent customer service
  • Follow up to customer inquiries by taking specific action in a timely manner
  • Troubleshoot equipment and system problems in a timely manner while ensuring excellent customer service
  • Provide technical support including diagnosing, researching, identifying, testing and implementation of solutions to resolve product issues
  • First call resolution
  • Enters data from customers into various software programs
  • Appropriately communicate with upset customers to resolve their inquiries
  • Thrives as a team player in a fast-paced, high-energy, change-oriented environment
  • Participates in additional training courses when needed
  • Performs other related duties and assignments as required and as assigned by supervisor or manager
  • Exercise retention efforts when appropriate.

Customer Service Agent

Prosphere Tek
Bossier City, LA
01.2019 - 01.2019
  • Diagnoses, identifies, isolates, and analyzes trends utilizing historical database records
  • Maintains and updates records and tracking databases
  • Logs and tracks inquiries using a problem management database and maintains historical records and related problem documentation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Contacted customers to return routine and general calls promptly.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Adapted to new applications and maintained knowledge of current technologies.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Property Manager

LCJ Management
Highlands, Texas
07.2018 - 09.2018
  • Maintained original leases and renewal documents in digital and hardcopy format for property management office.
  • Coordinated with janitorial and engineering staff on maintenance and upkeep.
  • Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
  • Communicated effectively with owners, residents, and on-site associates.
  • Kept properties in compliance with local, state and federal regulations.
  • Planned special events such as lotteries, dedications and project tours.
  • Generated leads for sales and rental properties through cold calls and referrals.
  • Monitored and tracked payments and expenses, providing timely and accurate financial reports.

Customer Product Support Advisor

Concentrix
Houston, Texas
10.2016 - 12.2017
  • Responsible for all customer inquiries and questions including billing issues
  • Provide excellent customer service at all times
  • Follow up to customer inquiries by taking specific action in a timely manner
  • Troubleshoot equipment and system problems in a timely manner while ensuring excellent customer service
  • Provide technical support including diagnosing, researching, identifying, testing and implementation of solutions to resolve product issues
  • First call resolution
  • Enters data from customers into various software programs
  • Appropriately communicate with upset customers to resolve their inquiries
  • Thrives as a team player in a fast-paced, high-energy, change-oriented environment
  • Participates in additional training courses when needed
  • Performs other related duties and assignments as required and as assigned by supervisor or manager
  • Exercise retention efforts when appropriate

Help Desk Specialist

TrustComm
Houston, Texas
10.2015 - 11.2015
  • Skilled at analyzing a company’s network and technology needs
  • Proficient at server management, maintenance & troubleshooting
  • Experienced at troubleshooting and maintenance of computers and smartphone technology
  • Using Apple, Windows, and Android Platforms
  • Computer/Cell Phone Troubleshooting
  • Tier 1 & 2 Network Operations Center Experience
  • Coordinate with team members for maintaining portions of the system
  • Performed regular preventive and corrective maintenance to network devices.

Customer Engineer 1

Computech
Houston, Texas
08.2015 - 10.2015
  • Using Apple, Windows, and Android Platforms
  • Answering Calls
  • Performed regular preventive and corrective maintenance to network devices
  • Maintain system and customer configuration documentation
  • Identified performance issues and recommend/implement corrections
  • Identify alarm correlations and appropriate response actions.

Correctional Officer V

Texas Department of Criminal Justice
Dickinson, Texas
11.2002 - 08.2014
  • Negotiation
  • Performed other duties required by supervisor
  • Supported experts on execution of system implementation and upgrades
  • Critical Thinking
  • Monitoring
  • Judgment and Decision Making
  • Conducted routine and emergency head counts.
  • Observed behavior of residents individually and in groups.
  • Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
  • Escorted inmates to and from cells, court, hospitals, and medical appointments.
  • Tracked inmates through head counts, visitor logs, and scheduled activities.
  • Inspected work sites and crew trucks for contraband, cleanliness, and safety.
  • Provided guidance and support to inmates to help reintegrate in society and establish new beginnings.
  • Searched cells of inmates to identify and confiscate contraband and other prohibited items.
  • Made rounds at specified intervals and conducted head counts and roll calls.
  • Established positive working relationships and maintained boundaries with resident offenders.
  • Built solid relationships with staff and residents to keep institution safe and secure.
  • Responded to emergency situations and de-escalated hostile confrontations.
  • Enforced rules and regulations to maintain order among inmates.
  • Transported inmates to and from court hearings, medical appointments and other locations.

Education

Associates - Applied Science

ITT Technical Institute – South Houston
01.2014 - 01.2016

Skills

Active Directory

undefined

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • National Technical Honor Society Member.

Timeline

Desktop Support/Desk Technician III

General Dynamics Information Technology Inc
08.2022 - 03.2023

Help Desk Technician 2

General Dynamics Information Technology Inc
12.2021 - 08.2022

Customer Service Agent

Prosphere Tek
09.2019 - 12.2021

Customer Service Representative

Teleperformance
07.2019 - 09.2019

Customer Service Agent

Prosphere Tek
01.2019 - 01.2019

Property Manager

LCJ Management
07.2018 - 09.2018

Customer Product Support Advisor

Concentrix
10.2016 - 12.2017

Help Desk Specialist

TrustComm
10.2015 - 11.2015

Customer Engineer 1

Computech
08.2015 - 10.2015

Associates - Applied Science

ITT Technical Institute – South Houston
01.2014 - 01.2016

Correctional Officer V

Texas Department of Criminal Justice
11.2002 - 08.2014
Lubra Hunter JrInformation Technology