Mitchell Rodgers
Pueblo,United States
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Friendly, Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service. Friendly Help Desk Technician with 10 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Specialist (CUSTSPT)
United States Army
02.2022 - Current
- Salary: $50,662.00 USD Per Year
- Hours per week: 40
- GS Grade: 9
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Provided Tier 1 and Tier 2 IT support to non-technical internal users through desk side support services.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Earned November 2021 Tetra Tech Recognition Award for teamwork, dedication, attitude, and commitment
- Troubleshot printer malfunctions, replaced toner cartridges, and other consumables
- Assisted with updating technical support best practices for use by team.
- Resolved issues with Microsoft Outlook, configured email security, digital signatures
- Migrated email accounts for 57 users ensuring users did not lose any email messages or data spanning 16 years
- Provided basic and intermediate end-user troubleshooting and desktop support.
- Loaded operating-system images on to computers to prepare computers for use or resolve issues
- Isolated and repair computer malfunctions
- Assist with using digital signatures in Microsoft Outlook and Adobe Acrobat
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Maintained and updated Remedy ticketing system.
- Manages lease agreements for 25 multifunctional devices; configured devices to function over network
- Troubleshoots printer malfunctions, replaced toner cartridges, and other consumables
- Resolves issues with Microsoft Outlook, configured email security, digital signatures
- Loads operating system images on to computers to prepare computers for use or to resolve issues when warranted
- Isolates and repairs computer malfunctions
- Assists users with incorporating digital signatures in Microsoft Outlook and Adobe Acrobat
- Provides support to users stemming from email, printing, network storage
- Contract Responsible Officer for wireless contracts, cable television services
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Supervisor, James Goltz (719-549-4206)
- Okay to contact this Supervisor: Yes
IT Help Desk Technician
TetraTech
06.2021 - 02.2022
- Salary: $40,000.00 USD Per Year
- Hours per week: 40
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Provided Tier 1 and Tier 2 IT support to non-technical internal users through desk side support services.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Earned November 2021 Tetra Tech Recognition Award for teamwork, dedication, attitude, and commitment
- Troubleshot printer malfunctions, replaced toner cartridges, and other consumables
- Assisted with updating technical support best practices for use by team.
- Resolved issues with Microsoft Outlook, configured email security, digital signatures
- Migrated email accounts for 57 users ensuring users did not lose any email messages or data spanning 16 years
- Provided basic and intermediate end-user troubleshooting and desktop support.
- Loaded operating-system images on to computers to prepare computers for use or resolve issues
- Isolated and repair computer malfunctions
- Assist with using digital signatures in Microsoft Outlook and Adobe Acrobat
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Maintained and updated Remedy ticketing system.
- Supervisor: James Goltz (719-549-4260)
Customer Service Representative
Concentrix
06.2020 - 06.2021
- Salary $25,000 USD Per Year
- Hours per week: 40
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Desktop Analyst
Belcan, LLC
11.2014 - 05.2020
- Salary: $40,000.00 USD Per Year
- Hours per week: 40
- Answers calls, quickly resolves local/remote user problems with empathy and puts customer at ease
- Works with vendors to obtain replacement parts for computers
- Repairs computers, rebuilds operating systems, troubleshoots software malfunctions
- Partners with user to make sure system is performing adequately
- Backs-up and restores user profiles, configures Bitlocker and antivirus software
- Deletes files from hard drives to DoD standards and documents deletion and disposal
- Disposes of equipment using local recycler and properly documents disposal
- Assists users with setting up two-factor authentication on mobile devices, configures email accounts
- Monitors compliance with service level agreement criteria using ServiceNow reporting features
- Troubleshoots and resolves printer malfunctions, computer peripherals, and IP telephones
- Assisted with administering email in Office 365 platform
- Provided on-site and remote technical support to users.
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Coordinated with vendors to obtain necessary components and maintain smooth operations.
- Installed new hardware and software, patched systems and configured settings.
- Supported and maintained user account information.
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
- Maintained current knowledge of Microsoft Windows and Mac operating systems.
- Installed and maintained Windows and desktop software, service packs, patches and anti-virus updates for 120 users
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed, configured and maintained computer systems and network connections.
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed and implemented preventive maintenance procedures.
Field Support Technician
Data Tech USA
04.2014 - 11.2014
- Salary: $20,000.00 USD Per Year
- Hours per week: 40
- Provide on-site information technology services in conjunction with remote access services
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Maintain data back-up integrity, network connectivity and host of other IT services
- Resolved printer malfunctions
- Isolated/repaired network connectivity issues
- Performed recovery from malware incidents
- Verified integrity of data backups
- Ensured backups were conducted using industry best practices
- Updated and replaced outdated drivers and software for computers and office machines.
- Replaced defective components and parts on malfunctioning computers and office machines.
- Assisted customers with technical support inquiries.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Restored data on computers and office machines.
- Explained diagnostic findings to customers and outlined repair or service options.
Customer Support Technician
Computer Centers USA
11.2013 - 07.2014
- Salary: $10,000.00 USD Annually
- Hours per week: 20
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Provided support for Android, Kindle, and,Windows Tablets
- Provided remote support for Windows operating systems, primarily Windows 8.
Education
Bachelor of Science - Technical Management
166 Semester Hours, Summa Cum Laude
- Dean's List [Fall, Spring 2009]
- Relevant Coursework: Cisco Network Associate
- GPA: 4.00
Bachelor of Science - Computer Information Science, Computing
GPA: 3.852, Earned: 123 Semester Hours, : Cum Laude
Skills
- Microsoft Word
- Service Standard Compliance
- Computer Proficiency
- Call Center Operations
- Active Listening
- Customer Service
- Documentation
Certification
- Certified CompTIA Security Plus 2023
- Certified CompTIA A Plus 2021
- Certified Microsoft Modern Desktop Administrator 2023
Timeline
IT Specialist (CUSTSPT) - United States Army
02.2022 - Current
IT Help Desk Technician - TetraTech
06.2021 - 02.2022
Customer Service Representative - Concentrix
06.2020 - 06.2021
Desktop Analyst - Belcan, LLC
11.2014 - 05.2020
Field Support Technician - Data Tech USA
04.2014 - 11.2014
Customer Support Technician - Computer Centers USA
11.2013 - 07.2014
DeVry University - Bachelor of Science, Technical Management
University of Maryland University College - Bachelor of Science, Computer Information Science, Computing