Summary
Overview
Work History
Education
Skills
Timeline
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Mackenzie Mayhall

Huntsville

Summary

Confident technician with significant experience in troubleshooting, network administration, and system maintenance. Adaptive and reliable, skilled in hardware and software support, cybersecurity practices, and customer service. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

8
8
years of professional experience

Work History

IT Technician

Avidity Computing
06.2024 - Current
  • Maintained office PCs, networks and mobile devices.
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
  • Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
  • Managed system-wide operating system and software deployments as well as related software upgrade problems.
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
  • Configured systems according to prescribed software and hardware frameworks.
  • Implemented data backup strategies to ensure business continuity during unforeseen events or disasters.
  • Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.

Property Management & Repairs

Mayhall Enterprise LLC
05.2023 - 08.2024
  • Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
  • Handled tenant complaints promptly and appropriately, and other support services.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
  • Enhanced tenant satisfaction by addressing and resolving maintenance issues promptly.
  • Self-motivated, with a strong sense of personal responsibility.

Customer Tech Support Specialist

Verizon Wireless
01.2017 - 05.2023
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
  • Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
  • Improved customer retention with empathetic and efficient handling of support cases.
  • Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
  • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
  • Collaborated with cross-functional teams to develop and implement effective support strategies.

Education

GED -

Huntsville High School
2304 Billie Watkins St SW, Huntsville, AL 35801
05-2013

Skills

  • Desktop technical support
  • Hardware installation
  • Software configuration
  • Network troubleshooting
  • System administration
  • Wireless networking
  • Network security
  • Server maintenance
  • Teamwork and collaboration
  • Customer service
  • Active listening
  • User training

Timeline

IT Technician

Avidity Computing
06.2024 - Current

Property Management & Repairs

Mayhall Enterprise LLC
05.2023 - 08.2024

Customer Tech Support Specialist

Verizon Wireless
01.2017 - 05.2023

GED -

Huntsville High School

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Mackenzie Mayhall