Obinna Small
IT Support Specialist
Douglasville,GA
Summary
Detail-oriented, organized, and meticulous employee. Works at a fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Detail-oriented title with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
10
10
years of professional experience
4
4
Certification
Work History
IT Support Specialist
New York State Veterans Home At Oxford
09.2021 - Current
- Used ticketing systems to manage and process support actions and requests.
- Create help desk tickets, troubleshoot, and resolve desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Updated software to safeguard against security flaws.
- Resolved escalated issues by serving as a subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.
- Delivered onsite technical support for 500 employees.
- Offered new customer training to reduce frustration and improve customer satisfaction.
- Developed and tested new product offerings before release to assist the development team in bug identification.
- Monitored systems in operation and quickly troubleshooted errors.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Developed and implemented preventive maintenance procedures.
Senior Client Services Specialist
Preferred Mutual
11.2018 - 01.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Managed backup and recovery of data assets to safeguard system availability.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Updated software to safeguard against security flaws.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
Senior Client Services Specialist
Unisys- Regeneron Pharmaceuticals Inc
09.2016 - 11.2018
- Responded to customer inquiries and provided technical assistance over the phone and in person.
- Diagnose and troubleshoot hardware, software, and network issues.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- I broke down and evaluated user problems using test scripts, personal expertise, and probing questions.
- Configure hardware, devices, and software to set up workstations for employees.
- Researched and identified solutions to technical problems.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- 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.
- Offered assistance in implementing and developing training programs.
- Tested new software and hardware before deployment.
Education
Associates Degree - Liberal Arts And Sciences
Southern, New Hampshire University
2500 North River Road Manchester, NH 0310612.2022
Skills
- Configuration Management
- System Enhancement
- Telecommunications Network Oversight
- Operating System Management
- Helpdesk Call Support
- Wireless Area Networking
- Mobile Device Management
- Network Administration
- VoIP support
- Application support
- VPN configuration
- Desktop support
- Mobile device support
- Videoconferencing
Certification
A+, Network +, CCNA, Agile Scrum
Timeline
IT Support Specialist
New York State Veterans Home At Oxford
09.2021 - Current
Senior Client Services Specialist
Preferred Mutual
11.2018 - 01.2021
Senior Client Services Specialist
Unisys- Regeneron Pharmaceuticals Inc
09.2016 - 11.2018
Associates Degree - Liberal Arts And Sciences
Southern, New Hampshire University
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