Mark Caudill
Puyallup,WA
Summary
Dedicated to improving user experiences and productivity by keeping systems running smoothly and resolving issues quickly. Good communicator and multitasker with an organized approach and strong customer service skills. Knowledgeable Desktop Support Analyst well-versed in Windows operating systems. Troubleshoots malfunctions, updates components and patches software for smooth software operations. Known for thriving in fast-paced environments and making efficient and informed decisions for repairs.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Desktop Support Analyst
Providence Health & Services
Renton, WA
01.2013 - 08.2022
- Supported and maintained user account information.
- Installed new hardware and software, patched systems and configured settings.
- Assisted over 100 clients daily by gaining remote access to computers and manipulating applications.
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Maintained current knowledge of Dell and HP laptops and tablets and Windows 10-/11 operating systems.
- Coordinated with vendors to obtain necessary components and maintain smooth operations.
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
- Provided on-site and remote technical support to users.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Removed malware, ransomware and other threats from laptops and desktop systems.
Education
Associate of Applied Science - Computer Networking And Information Security
Clover Park Technical College
Lakewood, WABachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Salt Lake City, UT06.2023
Skills
- Computer Hardware Knowledge
- Service Schedule Coordination
- Help Desk Support
- Tracking and Documentation
- Microsoft Windows and Office
- Hardware and Support
- Resolving Problems and Incidents
- Computer System Repair
- Computer System Diagnostics Software
- Remote Technical Support
- Device Installation
- Employee Computer Support
Certification
- Comptia Security +
- Comptia A +
- Comptia Network +
Timeline
Desktop Support Analyst
Providence Health & Services
01.2013 - 08.2022
Associate of Applied Science - Computer Networking And Information Security
Clover Park Technical College
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University