Owen Wilson
Honolulu,HI
Summary
Enthusiastic recent IT graduate who is eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of physical devices, infrastructure and processes to create, process, store, secure and exchange all forms of electronic data. I'm extremely motivated to learn, grow and excel in the Information Technology field. Skilled Help Desk Technician with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of troubleshooting hardware/software related issues.
Overview
16
16
years of professional experience
Work History
Customer Service Support Representative
TEKsystems / Xerox Hawaii
Honolulu , HI
02.2022 - Current
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Trouble shoot various hardware/software related issues with customers who called in for service.
- Create service call ticket for 2nd level software support or technical service representative to address hardware related issues.
- Submit supply order requests for CRU's (Customer Replaceable Units) for printers.
Help Desk Specialist
TEKsystems / First Hawaiian Bank
Honolulu, HI
07.2021 - 01.2022
- Assist customers with banking questions/concerns and transfer customers to designated departments to answer/resolve various issues with their account(s).
- Answer questions concerning customer account(s).
- Answered anywhere from 50-70 calls per day.
- Worked with document imaging technologies and deployment software
- Walked user through series of steps to determine problem and implement likely solution
- Responded to inquiries by phone, email and walk-up requests
Skycap/ Porter/ Supervisor
SAS Services Group
Honolulu, HI
05.2013 - 04.2021
- Manage anywhere from 40-60 workers daily
- Resolved daily problems, improved operations and provided exceptional client support
- Coordinate workers who operate at various airlines including Hawaiian, United, Virgin America, Allegiant, Island Air.
- Assist passengers requiring extra assistance to and from arrivals/departures to their desired locations.
- Check-in passengers at curbside.
Porter / Skycap / Supervisor / Manager
Prime flight Aviation
Honolulu , HI
02.2007 - 05.2013
- Assisted wheelchair passengers, (departing/arriving) to and from arrival/departure gates.
- Helped passenger’s check-in luggage, boarding passes, run bags through agriculture inspection, etc.
- Managed 50-70 workers during daily shift.
- Delegate worker's positions for operations and determine where they will be most effective.
Driver
Hawaii Bio-Waste Inc
Honolulu, HI
10.2006 - 04.2007
- Upheld high standards of professionalism and discretion when working with high-value clients
- Updated personal logs and business tracking documents accurately according to schedule requirements
- Assisted warehouse with sterilization of reusable sharp containers and bins/bushels used to transport larger quantities of medical waste.
- Pick up medical waste from various locations island-wide.
- Planned and adjusted optimal routes based on traffic and weather conditions
- Informed management of daily activities by updating logs with mileage and delivery information
- Obtained customer signatures to complete and process paperwork
- Loaded and secured items in trucks to avoid damage to parcels during delivery
Education
Certificate of Completion - Information Technology
My Computer Career
Online Courses07.2020
High School Diploma -
Kalani High School
Honolulu, HI06.2000
Skills
- Systems: Windows 7/8/10, Mac OS X, iOS, DNS and DHCP, Network, Physical and Logical Security, Network Standards and Protocols, IPS/IDS Intrusion Prevention System and Intrusion Detection System, Installation and configuration of Active Directory Domain Services (ADDS), Domain Name Services (DNS) and Internet Information Services (IIS)
- Hardware: Disassemble and Reassemble desktop PCs, RAM, Hard Drives, Motherboard, Network Interface Cards, and Processors, Installation of Linux 1604 LTS, Windows Server 2008r2, Windows Server 2016, Windows Server 2019 and Windows 10
- Software: Microsoft Firewalls, identify types of Malware, Adobe Acrobat XI Professional, Scripting with Visual Basic, Classless IP Addressing Experience with Type 2 Virtualization to include Microsoft Hypervisor and Oracle VM Virtual Box Configured Network Configuration and connected Virtual Machines, configured Static IP addresses, changed computer names and joined ADDS domain from Windows 10 to Server 2008r2
- Help Desk Support
- High-Volume Environments
- Troubleshooting Network Issues
- Resolving Problems and Incidents
- Organizational Skills
- Hardware and Software Repair
- Collaborative Team Player
Timeline
Customer Service Support Representative
TEKsystems / Xerox Hawaii
02.2022 - Current
Help Desk Specialist
TEKsystems / First Hawaiian Bank
07.2021 - 01.2022
Skycap/ Porter/ Supervisor
SAS Services Group
05.2013 - 04.2021
Porter / Skycap / Supervisor / Manager
Prime flight Aviation
02.2007 - 05.2013
Driver
Hawaii Bio-Waste Inc
10.2006 - 04.2007
Certificate of Completion - Information Technology
My Computer Career
High School Diploma -
Kalani High School
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