Summary
Overview
Work History
Education
Skills
Timeline
Generic

Phillip Collins

Brandon,FL

Summary

Capable IT Technician experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems. Personable and dedicated Customer Service Representative with extensive experience in High Tech industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

23
23
years of professional experience

Work History

IT Support Engineer

IBM
Brandon, FL
11.2016 - 12.2018
  • Provided technical support to end-users on a variety of computer software and hardware issues.
  • Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
  • Installed, configured, tested, and maintained operating systems, application software, and system management tools.
  • Monitored server performance metrics to identify areas of improvement or optimization.
  • Implemented security measures to protect organizational data from unauthorized access.
  • Managed daily backup processes for all servers using enterprise-level backup and recovery software solutions.
  • Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
  • Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
  • Developed scripts to automate routine tasks related to system maintenance.
  • Configured routers and switches according to organizational specifications.
  • Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
  • Used remote login tools to assist clients with technical and product questions.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Used proactive monitoring procedures and tools to identify problem prevention opportunities.
  • Stayed abreast of latest software developments to enhance job knowledge.
  • Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
  • Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.

IT Support Specialist

JP Morgan & Chase
Tampa, FL
02.2001 - 11.2016
  • Installed and supported desktop software titles and add-ons.
  • Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
  • Removed and replaced old hardware during routine upgrades and system repairs.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
  • Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
  • Maintained working knowledge of current hardware and equipment by completing required training and reading applicable literature.
  • Provided technical support to clients via phone, email, and remote access.
  • Configured workstations, networks, servers and printers for end users.
  • Created user accounts and configured settings in Active Directory.
  • Installed software applications as requested by customers.
  • Performed regular maintenance checks on computer hardware components.

Desktop Support Technician

Racal Interlan
Lowell, MA
03.1996 - 03.1998
  • Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
  • Performed daily maintenance of computer systems to keep network processes fluid.
  • Troubleshot computer systems to identify and resolve operating system and application problems.

Education

Associate of Science -

Quinsigamond Community College
Worcester, MA
09.1969

High School Diploma -

Westborough High School
Westborough, MA
06.1968

Associate of Arts -

Universiry of Mass
Lowell, MA

Skills

  • Software Installation
  • Systems Analysis
  • Customer Service
  • Application Support

Timeline

IT Support Engineer

IBM
11.2016 - 12.2018

IT Support Specialist

JP Morgan & Chase
02.2001 - 11.2016

Desktop Support Technician

Racal Interlan
03.1996 - 03.1998

Associate of Science -

Quinsigamond Community College

High School Diploma -

Westborough High School

Associate of Arts -

Universiry of Mass
Phillip Collins