Octavious Campbell
Douglasville,GA
Summary
Highly organized, resourceful and skilled Network Support Engineer with the experience in a variety of network engineering support tasks ranging from troubleshooting connectivity issues, responding to tickets, obtain remote access, installation and much more. Strong technical skills and job performance. Seeking position with strong IT organization to continue technical duties and learn new skills.
Driven IT Service Desk Team Lead with solid background in leading service desk teams. Expert at optimizing processes and enhancing support functions, ensuring seamless IT operations. Demonstrated ability in problem resolution and team management, fostering collaborative environment and achieving high customer satisfaction.
Overview
8
8
years of professional experience
Work History
IT Service Desk Team Lead
Mirion Technologies
10.2024 - Current
- Perform routine hardware and software installation, configuration, testing and troubleshooting.
- Troubleshoot basic PC networking principles including cabling, TCP/IP, Wireless, DNS, DHCP, Windows Authentication.
- Address incoming support tickets by resolving, routing or escalating to appropriate engineers
- Onboard and offboard employee accounts, computers and devices.
- Provide assistance and training to on-site and remote employees as needed.
- Perform virus remediation and clean up vulnerabilities
- Build, deploy and troubleshoot personal computers running Windows 10, Microsoft M365 Office suite and other business applications.
- Build, deploy, and troubleshoot Apple laptops and peripherals.
- Maintain and improve the operability of Windows laptops and desktops, including updates, and disk cleanup.
- Schedule and implement upgrades and security backups of hardware and software systems
- Provide after-hours support for technical emergencies.
- Operate and support technology related office resources, including Conference Room A/V systems, Physical Access Control, Security Cameras and Visitor Management tablets.
Service Desk Analyst I
Veritas Collaborative
06.2021 - Current
- Receives and documents work-orders, telephone calls, or emails from users having issues using computer hardware and software – documents information to begin resolution
- Ensures appropriate priority is assigned to reported incidents and requests, and begins trouble-shooting process or re-assigns to appropriate support resources
- Analyzes, troubleshoots, recommends, resolves, and documents solutions for moderate to complex incidents, problems, and support requests reported to the Service Desk
- Provides timely responses and updates to ensure user customer satisfaction for reported incidents, support requests, questions & concerns – includes follow-up calls to ensure resolution and outstanding customer service
- Identifies and escalates issues that are unable to be resolved including placing support calls to hardware or software vendors
- Configures, tests, installs, and maintains desktop computer equipment
- Utilizes moderate knowledge of desktop computer devices, operation systems, configurations, service desk
- Support systems and tools, and other related support procedures
- Helps provide 24 x 7 coverage for all IT services including on call support activities
- Works with outside vendors to resolve problems and coordinate implementing solutions
- Developments and updates training materials as related to the needs of the business
- Helps prepare, document, test, and maintain system disaster recovery procedures
- Attends and actively contributes to departmental and project team meetings
- Obtains user and management approval prior to implementing changes into the live environment
- Provides timely problem resolution progress updates to end-users and management
- Ensures every work-order, support email, or phone call has been reviewed before leaving for the day. All
- Incidents and requests must be acknowledged with user and appropriate priority and resolution expectations
- Established
- Performs all other duties as assigned
IT Support Specialist
Mirion Technologies
08.2022 - 10.2024
- Perform routine hardware and software installation, configuration, testing and troubleshooting.
- Troubleshoot basic PC networking principles including cabling, TCP/IP, Wireless, DNS, DHCP, Windows Authentication.
- Address incoming support tickets by resolving, routing or escalating to appropriate engineers
- Onboard and offboard employee accounts, computers and devices.
- Provide assistance and training to on-site and remote employees as needed.
- Perform virus remediation and clean up vulnerabilities
- Build, deploy and troubleshoot personal computers running Windows 10, Microsoft M365 Office suite and other business applications.
- Build, deploy, and troubleshoot Apple laptops and peripherals.
- Maintain and improve the operability of Windows laptops and desktops, including updates, and disk cleanup.
- Schedule and implement upgrades and security backups of hardware and software systems
- Provide after-hours support for technical emergencies.
- Operate and support technology related office resources, including Conference Room A/V systems, Physical Access Control, Security Cameras and Visitor Management tablets.
Customer Support Specialist
SleepMed
12.2018 - 05.2021
- Handle Customer Support Inquiries; email, phone, chat
- Resolving first contact issues: password changes, scripted issue resolution
- Training clients and staff on product and new features
- Remote installation of device for new accounts
- Documenting, prioritizing, and tracking requests
- Creating shipping labels upon request by client
- Resolving issues with client account: invoices, devices, and changes to account information
- Updating account users information, change or add IP's, locations
- Troubleshoot browser issues within client computer
- Verify issues based off information client provides
- Communication skills using speech and writing Attention to details
- Excellent time management, people, and organizational skills
- Ability to work on own and as part of a team with time constraints
- Ability to systematically troubleshoot complex problems
IT Support Specialist
Education Corporation America
10.2017 - 12.2018
- Troubleshoot connectivity issues within the system-Windows
- Provide remote support using Remote Control Viewer
- Resetting End User Password using Password Control
- Assign permission within CampusVue, Broadleaf, Workday
- Windows 7/10 installation/imaging laptops and PCs
- Perform Password reset across six campuses, respond to tickets with SysAid. Resolve 75+tickets daily
- Provide continuous support via email, skype, telephone, and face-to-face
- User Support for issues with outlook, office365, and syncing data
- Provided first level troubleshooting of IT issues from access, password reset, and printers
- Create, update or reassign issues using escalation process
- Assisted internal and external users with in a Helpdesk Environment
- Troubleshoot End Users login access
- Assisted DevOps Team with issues within Windows System
- Tested all passwords or recreated any issues before sending a resolution to User
- Managed and Documented any new or open tickets with Sys Aids ticketing system
- Provided users with relocating and reconnecting work-stations to ensure efficiently working
Education
Associate of Applied Science -
Virgina College At Birmingham, AL
Birmingham, AL09-2018
Skills
- Account Management
- Analytical Skills
- Application Support
- Communication
- Connectivity
- Customer Relationship Management (CRM)
- Customer Service
- Customer Support
- Data Analytics
- ITIL
- Inspection
- Microsoft Office
- Microsoft Outlook
- Networking
- Operating Systems
- Oral Communication
- Technology Management
- Time Management
- Training
- Adobe Photoshop
- Remote support
- Guest communication
- Team management
- Reporting and analysis
- Guest complaint resolution
- Coaching and mentoring
- Client relationship management
- Incident management
- Account management
- ITIL framework
- Escalation management
- Guest services agent training
- Ticketing systems
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Network support
- Team collaboration
- Multitasking Abilities
- Active listening
- Adaptability and flexibility
- Remote technical support
- Verbal and written communication
- Effective communication
- Decision-making
- Relationship building
- Help desk support
- Desktop support
- Friendly and patient
- Troubleshooting network issues
- Software installation
- Team building
- Task prioritization
- Technical issues analysis
- Self motivation
- Hardware and software repair
- Network configuration
- Interpersonal skills
- Analytical thinking
- Customer service expert
- Technical troubleshooting
- Hardware installation
- Highly professional
- Goal setting
- System upgrades
- Computer diagnostics
- Risk assessment
- Professionalism
- Customer communication and empathy
- VPN management
- Interpersonal communication
- Device installation
- Collaborative team player
- Application support
- Time management abilities
- Continuous improvement
- Adaptability
- Written communication
- System testing
- Quality assurance
- Training development
- Software upgrades
- Application installations
- System maintenance
- Project management
- Hardware and software configuration
- Issue and resolution tracking
- Online chat support
- Support services
- Call management
- Equipment Repair
- Customer needs assessment
- User support
- Hardware diagnostics
- System configuration
- Tracking and documentation
- Employee computer support
- Security management
- Technical communication
- Professional demeanor
- LAN/WAN
- Equipment inspection
- Problem-solving aptitude
- Incoming call management
Accomplishments
- Supervised team of 12 staff members.
- Collaborated with team of 15 in the development of Windows Upgrade.
- Documented and resolved various issues which led to Customer Satisfaction.
Languages
English
Full Professional
Timeline
IT Service Desk Team Lead
Mirion Technologies
10.2024 - Current
IT Support Specialist
Mirion Technologies
08.2022 - 10.2024
Service Desk Analyst I
Veritas Collaborative
06.2021 - Current
Customer Support Specialist
SleepMed
12.2018 - 05.2021
IT Support Specialist
Education Corporation America
10.2017 - 12.2018
Associate of Applied Science -
Virgina College At Birmingham, AL
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