Summary
Overview
Work History
Education
Skills
Affiliations
Additional Information
Languages
Timeline
Generic

Lucas Becker

Altamonte Springs

Summary

Innovative Field Service Engineer with 5 years' experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to hundreds of workstations. Personable communicator while assisting with technical issues and training.

Extensive knowledge and experience operating out of IT supply depots to image, package and ship many computers and components to various different profit centers across the United States while also assisting their users in using the supplied equipment. Keeping track of all supplied equipment with SharePoint and Excel.

Have a deep comprehension of Computer Software and Asset Management. Dedicated to providing thorough support and problem resolution to many customers per day. Maintains composure and patience when faced with difficult clients. Offering 5 years as a professional technology specialist with many more years working on tech related personal projects.

Overview

5
5
years of professional experience

Work History

IT Technician/Cloud Engineer

Assist A Boss
01.2024 - Current
  • Maintained office PCs, networks and mobile devices.
  • Set up PCs, projectors, and microphones for use in video conferencing rooms.
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Setup multiple office spaces with proper computers,devices,cabling and cable management.
  • Facilitated communications between project managers and their respective leads to the rest of the work team.

IT Technician

Self-employeed
08.2019 - Current
  • Maintained office PCs, networks and mobile devices.
  • Patiently walked individuals through basic troubleshooting tasks.
  • Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
  • Imaged and prepared new computers for integration into company networks and systems.
  • Configured systems according to prescribed software and hardware frameworks.
  • Set up PCs, projectors and microphones for use in video conferencing rooms.
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
  • Used diagnostic tools to identify hardware failures and replace non-functional components.
  • Implemented internal quality standards to secure electronic records integrity.
  • Set up and maintained user accounts and client access.
  • Executed technology implementation projects with minimal downtimes and business disruptions.
  • Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
  • Performed troubleshooting to correct computer hardware and software malfunctions.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Linked computers to network and peripheral equipment.
  • Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
  • Decommissioned outdated equipment, referring devices to appropriate recyclers or disposal personnel.
  • Performed installation, maintenance and repair for complex internal computer hardware and various software applications.

Asset Management Engineer

Brown & Brown
07.2023 - 11.2023
  • Operated the Brown & Brown IT Depot where we Imaged hundreds of devices weekly to ensure all new hires were onboarded efficiently.
  • Shipped hundreds of items from the Brown & Brown IT Depot to various users across the country.
  • Assisted in the direct image and supply of hundreds of Laptops and PC component addons for Brown & Brown. On average about 50-60 laptops weekly with monitor supplies in maybe the hundreds.
  • Continually assessed organizational needs related to asset management, identifying opportunities for process improvements and making recommendations accordingly.
  • Facilitated knowledge sharing among departments to ensure best practices were consistently implemented and key learnings were effectively communicated.

Helpdesk/Cloud Engineer

Insight and Brown&Brown
01.2023 - 07.2023
  • Extensive use of Microsoft Azure and Service Now. I have used Azure to a great degree of success in the cloud environment to help Clients within the business with many of their needs.
  • Contributed to product improvement initiatives by providing valuable insights based on hands-on experience with various cloud engineering tools and frameworks.
  • Assisted in migration projects from on-premises data centers to cloud environments, ensuring minimal disruption to business operations.
  • Collaborated closely with cross-functional teams during major incident response efforts, ensuring timely resolution of critical issues affecting business operations.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.

Field Service Engineer

Insight/Brown&Brown
11.2020 - 12.2022
  • Provided basic end-user troubleshooting and desktop support.
  • Performed onsite installation, modification and maintenance of systems and equipment.
  • Documented support interactions for future reference.
  • Assisted with updating technical support best practices for use by team.
  • Researched product and issue resolution tactics to address customer concerns.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Configured hardware and granted system permissions to new employees.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Installed and updated hardware, software and applications on Mac and PC devices.
  • Logged support tickets and closed when issues were resolved.
  • Facilitated communication between office personnel, subcontractors and customers.
  • Monitored work performance and quality to maintain standards.

Education

Associate of Science - Math And Science

Garrett College
Mchenry, MD
05.2016

Skills

  • Customer Service Support
  • Documentation Development
  • Active Listening
  • Computer Diagnostics
  • Multitasking and Prioritization
  • Interpersonal Skills
  • Friendly and Patient
  • Hardware and Software Repair
  • Great "Soft" Interpersonal and Communication Skills
  • Issue and Resolution Tracking
  • Troubleshooting Network Issues
  • Organizational Skills
  • Attention to Detail
  • Collaborative Team Player
  • Tracking and Documentation
  • Technical Troubleshooting
  • Highly Professional
  • Microsoft Windows and Office
  • Positive and Upbeat
  • System Configuration
  • User Training
  • Project Coordination
  • Component Replacement
  • Software Release and Rollout

Affiliations

Field Nation and Insight Contractor

Additional Information

I'm generally a very upbeat and cheerful person. I enjoy helping others and having them be able to continue throughout their day confident that their issues were resolved, and should they continue to experience issues, that they feel secure and confident to return to ask for help without fear of being thought less of for not having the best technical skills or expertise relating to technology.


An example list of some software that I used heavily are as follows.


  • The entire microsoft office suite including Word and most heavily, Excell.
  • Sharepoint
  • Bomgar/Beyondtrust (It's a lot like teamviewer but allows you to take direct control and jump between different online computers and even DC Servers.)

Languages

English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Professional Working

Timeline

IT Technician/Cloud Engineer

Assist A Boss
01.2024 - Current

Asset Management Engineer

Brown & Brown
07.2023 - 11.2023

Helpdesk/Cloud Engineer

Insight and Brown&Brown
01.2023 - 07.2023

Field Service Engineer

Insight/Brown&Brown
11.2020 - 12.2022

IT Technician

Self-employeed
08.2019 - Current

Associate of Science - Math And Science

Garrett College
Lucas Becker