MYCOLSON HYPPOLITE
IT Support Technician
Kissimmee,FL
Summary
Helpful IT technician easily conveying technical information to diverse audiences. Skilled at both hardware and software troubleshooting in fast-paced environments. With 10 + years of Customer Service experience.
Overview
14
14
years of professional experience
Work History
Tech Analyst
HCA Healthcare Inc.
Kissimmee, FL
04.2022 - Current
- Designed and maintained consistent data collection protocols and standards across numerous databases and projects.
- Applied knowledge of IT best practices to tackle new challenges and make educated decisions.
- Diagnosed software issues and applied troubleshooting techniques to resolve problems.
- Cultivated professional working relationships with internal personnel, vendors and suppliers.
- Installed system updates to address vulnerabilities and reduce security issues
- Brokedown and evaluated user problems, using test scripts, personal expertise and probing questions.
- Configured hardware and granted system permissions to new employees.
- Patched software and installed new versions to eliminate security problems and protect data.
Help Desk Support Technician / IT Asset Management
Siemens Energy (Contract)
Orlando, FL
06.2021 - Current
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware, devices and software to set up work stations for employees.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Imaged and loaded software, granted permissions and configured hardware for new employees as part of onboarding process
- Manages IT shipping and receiving Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
Deskside Support Technician
Pomeroy (Contract)
Sunrise , FL
02.2021 - 06.2021
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Help users migrate from one company to another
- Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
- Removed malware and viruses from laptops and desktop systems using specialized software.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Created new accounts, reset passwords, and configured access to servers and file management software for users.
It Field Technician
Broward SOE (Contract)
Fort Lauderdale, FL
03.2020 - 11.2020
- Deployed, configured and Imaged over 1500+ computer, printer and network devices
- Adhered to safety protocols by implementing routine tests and guaranteeing accurate and safe equipment handling.
- Performed annual service visits and completed preventative maintenance on all systems.
- Enacted successful repairs by applying technical skills and operations knowledge.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Patched software and installed new versions to eliminate security problems and protect data.
- Provided secondary training to personnel struggling with technological tools and systems.
- Performed scheduled service work, including installations, testing and repairs.
- Installed, configured, tested and maintained operating systems, application software and system management tools.
Technical Support Representative
Apple (Contract)
North Lauderdale, FL
11.2019 - 03.2020
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Helped streamline repair processes and update procedures for support action consistency.
- Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
- Troubleshoot mobile OS, Ipad OS and Mac OS technologies, equipment and system problems while educating the customer on support options and steps being taken to resolve the issue
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across multiple time zones.
Sales Consultant
Comcast Corp
Plantation, FL
04.2018 - 11.2019
- Maximized customer retention by resolving issues in a timely manner
- Demonstrated products to show potential customers benefits and advantages and encourage purchases
- Assisted walk-in traffic with identifying financial needs and goals to provide customized solutions
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement
- Drove new business by acquiring new clients and expanding new and existing relationships.
Sales Associate
T-mobile Usa Inc.
Daytona Beach, FL
05.2016 - 04.2018
- Worked collaboratively in team environment
- Stocked and replenished merchandise according to store merchandising layouts
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Educated customers about the brand to incite excitement about the company's mission and values
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
- Frequently diagnosed phone problems and determined how to correct them
Mobile Manager
BestBuy
Pinecrest, Florida
04.2012 - 03.2016
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
- Demonstrated new products, procedures and techniques to employees.
Sales Associate
Kohls
Orange City, FL
08.2011 - 04.2012
- Responsible for greeting and offering assistance to customers as needed
- Preparation and taking of inventory, and stock room organization
- Performs and assists with price changes, fitting room recovery, sales floor and fitting room recovery outside of immediate department area and housekeeping duties
- Responds appropriately to POS backup calls and Service Desk calls and assists at POS and Customer Service as needed
Tire technician
Ebenezer's Tire Shop
Deland, Florida
08.2009 - 07.2011
- Tested vehicles and their components and systems
- Adjusted repaired systems to meet manufacturers' performance specifications
- Conducted routine and scheduled maintenance services such as oil changes, lubrications and tune-ups
- Safely used all hand and power tools, including the T-stripper, T-cutter, torque and wrench
- Inflated tires on a test machine and adjusted controls to simulate road conditions
- Upheld top-quality workmanship and excellent customer service
- Managed and maintained the necessary level of supplies in the shop
Customer Service supervisor
Walmart Supercenter
Deltona, FL
01.2007 - 01.2009
- Solved unresolved customer issues
- Promptly responded to inquiries and requests from prospective customers
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Trained staff on operating procedures and company services
- Maintained up-to-date knowledge of product and service changes
Education
Associate of Science - Biological And Physical Sciences
Daytona State College
Daytona Beach, FL2011
Skills
- Customer Service
- Hardware/Software Installation, Updates, and Upgrades
- Microsoft Active Directory
- Testing and maintenance
- Microsoft Windows 7, 8, 10
- Microsoft Office 2007, 2010, 2013 & 2016
- IOS/Mac OS
- Computer hardware troubleshooting
- Desktop support
- Support Ticket System Management
- Trouble Shooting Printers
- Service Now
Certifications
- Working on CCNA
- Working on CompTIA NETWORK +
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Tech Analyst
HCA Healthcare Inc.
04.2022 - Current
Help Desk Support Technician / IT Asset Management
Siemens Energy (Contract)
06.2021 - Current
Deskside Support Technician
Pomeroy (Contract)
02.2021 - 06.2021
It Field Technician
Broward SOE (Contract)
03.2020 - 11.2020
Technical Support Representative
Apple (Contract)
11.2019 - 03.2020
Sales Consultant
Comcast Corp
04.2018 - 11.2019
Sales Associate
T-mobile Usa Inc.
05.2016 - 04.2018
Mobile Manager
BestBuy
04.2012 - 03.2016
Sales Associate
Kohls
08.2011 - 04.2012
Tire technician
Ebenezer's Tire Shop
08.2009 - 07.2011
Customer Service supervisor
Walmart Supercenter
01.2007 - 01.2009
Associate of Science - Biological And Physical Sciences
Daytona State College
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