Maurice Hardy
Wilmington,NC
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 8 years of experience in Information Technology and 3 years of experience in a Contact Center.
Overview
17
17
years of professional experience
1
1
Certification
Work History
IT Support Lead
ACD Direct
02.2020 - Current
- Monitored systems in operation and quickly troubleshot errors.
- Deployed software and hardware updates and patches to increase speed and performance.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Connected to computer of client using remote link to install new programs and applications.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
- Installed malware to protect software from virus and cyber attacks.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Communicated with clients to verify roots and causes of computer problems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Used [Software] to create and updated tracking documents.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Helped streamline repair processes and update procedures for support action consistency.
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
- Configured and tested new software and hardware.
- Assisted in development of system security protocols.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Managed Contact Center
- Managed Teams
- Coordinated updates, objectives, tasks, reports to leadership.
IT Technician
Community Supports Inc
03.2007 - 09.2014
- Maintained office PCs, networks and mobile devices.
- Monitored systems in operation and quickly troubleshot errors.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and [Type].
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Configured systems according to prescribed software and hardware frameworks.
Education
Associate of Applied Science - Information Technology
Cape Fear Community College
Wilmington, NC06.2019
Skills
- Office Supplies and Inventory
- Network Certification
- Service Desk Team Management
- Training Junior Team Members
- Contact Center Management
- Contact Center deployment
- Observational Skills
- Workforce Planning
- Microsoft Certification
- Troubleshooting and Diagnostics
- Management Training & Certification
- Security Certification
Certification
CompTIA A+
CompTIA Network
CompTIA Security
Microsoft MTA Certifications
Timeline
IT Support Lead
ACD Direct
02.2020 - Current
IT Technician
Community Supports Inc
03.2007 - 09.2014
Associate of Applied Science - Information Technology
Cape Fear Community College
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