Merlin Davis
Slidell,Louisiana
Summary
Professional technical support specialist with broad experience in troubleshooting and resolving technical issues. Skilled in providing timely and effective solutions through strong analytical and problem-solving abilities. Known for excellent team collaboration, adaptability, and delivering high-quality results. Proficient in customer support, network configuration, and software diagnostics. Reliable and flexible in meeting changing needs and demands.
Overview
2
2
years of professional experience
Work History
Technical Support Engineer
In-Telecom Consulting
07.2024 - Current
- Promptly acknowledged and managed incoming emails, tickets, and phone inquiries, ensuring swift response times and efficient service delivery.
- Assessed and prioritized the severity of technical issues, effectively resolving client problems or escalating complex cases to senior team members as needed.
- Maintained clear and proactive communication regarding ticket status and resolution updates, ensuring transparency for clients and team members.
- Accessed and reviewed firewall configurations and logs to monitor and secure network traffic, contributing to the identification and mitigation of potential security threats.
- Provided comprehensive remote technical support for clients, diagnosing and resolving a variety of issues through effective troubleshooting methods.
- Configured and set up client workstations and laptops, ensuring proper software installations, permissions, and licensing for seamless deployment, particularly for new hires.
- Demonstrated strong networking skills, including basic configuration, troubleshooting, and support for routers, switches, and network devices, ensuring secure and reliable client connectivity.
- Updated and maintained client documentation and procedural guides to enhance team consistency and knowledge sharing.
- Logged detailed time and technical notes in ConnectWise for client-facing and internal tasks, ensuring accurate record-keeping and reporting.
- Utilized expertise in Windows 10/11, Active Directory, and Office 365 for comprehensive IT support covering hardware and software solutions.
- Communicated complex technical information effectively to non-technical clients, building trust and understanding.
Internal IT Help Desk Technician
RECO LLC
10.2022 - 07.2024
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Participated actively in ongoing professional development opportunities, staying current on industry trends and advances in technology.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
Education
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT12-2025
Associate of Science - Business Administration And Management
Delgado Community College
New Orleans, LA12.2018
Skills
- Ticket management
- Application support
- Hardware diagnostics
- Operating systems
- Incident resolution
- Support system management
- Training and mentoring
- Product knowledge
Timeline
Technical Support Engineer
In-Telecom Consulting
07.2024 - Current
Internal IT Help Desk Technician
RECO LLC
10.2022 - 07.2024
Bachelor of Science - Information Technology
Western Governors University
Associate of Science - Business Administration And Management
Delgado Community College
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