Mitchell Ray
IT Support Specialists
Caddo Mills,United States
Summary
Technical Professional offering a strong background in I.T. combined with excellent customer service and troubleshooting skills. Years of proven hard work and validation through increased responsibility and recognition with current and previous employers. Quick to learn and master new technology. Excel in maintaining a team of agents who continually exceed customer expectations and meet client SLAs. Uplifting personality with a goal driven mindset and always striving to be the hardest worker in the room.
Overview
9
9
years of professional experience
Work History
IT Support Desk Supervisor
Edge Communications
02.2022 - Current
- Audited agent work for accuracy and consistency.
- Maintained at least 95% Customer Satisfaction Rating.
- Performed weekly meetings with team members for continued training.
- Utilized reporting to best optimize my team.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Monitored call and ticket queues
IT Technical Support Specialist
Edge Communications
12.2020 - 02.2022
- Provided Level 1-2 desktop technical support for hospitality industry clients
- Delegated ticket queue for calls coming in via phone and email for over 250 sites
- Prepared employee schedules for maximum coverage during key hours.
- Created user accounts and assigned permissions.
- Assisted in development of system security protocols.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Technician
The Security Center, Inc
01.2014 - 12.2020
* Provided Tier I contact and incident resolution to customers with hardware, software, and application issues
* Employed a wide variety of verbal, written and digital communication methods to support team members
with ensuring security throughout the organizations computers and computerized systems
* Singlehandedly installed, maintained, and monitored tactical network that was utilized for securing currency
and personal equipment
* Assisted management with day to day mission critical tasks including managing personnel, adapt written
policy, and organize and catalogue equipment and vehicles
Education
MyComputerCareer.edu -
MyComputerCareer.com
Dallas, TX02.2021
Eastfield Community College
06.2013
Richland Community College
06.2011
John Horn High School
Mesquite, TX05.2010
Skills
- Customer Service
- Effective Multitasking
- Customer Accounts Management
- Professional Relationships
- Microsoft O365/Azure
- Active Directory
- Opera PMS
- Service Now
- Connectwise Automate/Manage
- FreshService
- Printers
- Windows OS
Custom
Extra Curricular: OTHER EXPERIENCES
I played team sports throughout my childhood which allowed me to learn to work together with other people
to achieve a goal. I played soccer and ran cross country in high school where I learned discipline of keeping a
higher standard of yourself to participate in extracurricular activities.
Languages
- English
Certification
• CompTIA A+
• MTA Security
• MTA Server
• Linus Essentials
• Server +
Timeline
IT Support Desk Supervisor
Edge Communications
02.2022 - Current
IT Technical Support Specialist
Edge Communications
12.2020 - 02.2022
Technician
The Security Center, Inc
01.2014 - 12.2020
MyComputerCareer.edu -
MyComputerCareer.com
Eastfield Community College
Richland Community College
John Horn High School