Prince Thomas
Orlando,FL
Summary
Results-driven IT Support Specialist with expertise in troubleshooting, technical support, network management, and cybersecurity. Skilled in supporting iOS, Android, Windows, and enterprise systems to resolve complex issues efficiently. Known for delivering excellent customer service, documenting processes thoroughly, and collaborating effectively with teams to improve IT support workflows. Holds Google Cybersecurity Certificates, bringing a well-rounded knowledge of secure practices to IT support.
Overview
3
3
years of professional experience
Work History
IT Support Specialist
Asurion
Orlando, Florida
04.2024 - Current
Maintained detailed documentation of IT systems, processes, and troubleshooting steps, enabling efficient support and knowledge transfer among team members.
Built strong relationships with colleagues and clients, fostering a supportive and collaborative IT environment.
Diagnosed and resolved issues for Apple and Samsung devices, providing timely support to minimize downtime and enhance user productivity.
Managed device activations and replacements, ensuring users had the necessary tools for continuous work and communication.
Oversaw hardware inventory to optimize resource allocation and expedite the replacement of outdated equipment.
Account Executive
KNC Strategy Services
Los Angeles, CA
03.2023 - 08.2024
- Provided remote IT support for cybersecurity solutions, advising clients on secure configurations and software usage to enhance their system reliability.
- Educated business on risk assessments and cybersecurity best practices, helping to reduce their vulnerability to potential threats.
- Leveraged various sales tools to introduce business to IT and cybersecurity solutions that matched their needs, facilitating successful deployments.
Account Executive
ERTC Express
Tampa, Florida
03.2022 - 03.2023
- Delivered remote technical support to B2B clients, resolving system issues and answering questions related to CRM tools like HubSpot and Salesforce
- Created detailed support documentation and user guides to assist clients with self-service options and improve efficiency
- Coordinated with IT teams to escalate complex issues, ensuring that all client needs were met promptly and effectively.
Education
High School Diploma -
Sayreville War Memorial
Parlin, NJ06-2015
Skills
- Technical Proficiency: Knowledge of operating systems (Windows, macOS, Linux), networking basics, and common software applications
- Troubleshooting and Problem-Solving: Ability to diagnose issues, think critically, and develop solutions under pressure
- Customer Service: Strong interpersonal skills and patience to effectively communicate with users of varying technical knowledge
- Security Awareness: Knowledge of cybersecurity basics, including data protection, virus removal, and secure practices
- Adaptability and Continuous Learning: Willingness to keep up with new technology trends, tools, and security practices
- Remote Troubleshooting: Skills in supporting remote work setups, including VPNs, remote desktop tools, and cloud services
- Adaptability and Continuous Learning: Willingness to keep up with new technology trends, tools, and security practices
- Helpdesk call support
Timeline
IT Support Specialist
Asurion
04.2024 - Current
Account Executive
KNC Strategy Services
03.2023 - 08.2024
Account Executive
ERTC Express
03.2022 - 03.2023
High School Diploma -
Sayreville War Memorial