Summary
Overview
Work History
Education
Skills
Timeline
References
Generic

Reginald Lewis

Austin,Texas

Summary

Dynamic IT professional with a proven track record at AECOM/IBM, excelling in hardware installation and fostering positive client relationships. Spearheaded a ticketing system overhaul, boosting user satisfaction to 90%. Expert in security protocols and IT infrastructure, I bring a blend of technical prowess and customer service excellence to drive seamless IT operations.

Overview

3
3
years of professional experience

Work History

IT Support

ITEK
Austin, Texas
  • Provided technical assistance and support for incoming queries related to hardware, software, and network systems, ensuring prompt resolution and minimal downtime for users
  • Implemented a ticketing system that streamlined support requests, reducing response time by 30% and enhancing overall user satisfaction scores from 78% to 90% in six months
  • Conducted training sessions for staff on new software, resulting in a 40% decrease in user-related incidents and a notable improvement in operational efficiency
  • Spearheaded a comprehensive system audit that identified and rectified 150 security vulnerabilities, significantly enhancing data protection and compliance with industry standards

Deployment Tech

GTS Technology
Austin, Texas
03.2023 - 08.2023
  • Oversaw daily performance of computer systems.
  • Investigated system errors to determine root cause of issue and implement solutions accordingly.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained positive working relationship with fellow staff and management.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Tested, maintained and monitored computer programs and systems.

IT support specialist

AECOM/IBM
Austin, Texas
01.2021 - 01.2023
  • Provided technical support to end users, resolving hardware and software issues in a timely manner to minimize downtime
  • Implemented and maintained network infrastructure, monitoring system performance and making necessary upgrades to optimize efficiency
  • Conducted regular system audits to identify potential security risks and implemented solutions to ensure data protection and compliance with industry standards
  • Collaborated with cross-functional teams to develop and implement IT solutions, ensuring seamless integration and alignment with business objectives

Education

Computer Engineering -

Lamar University
Beaumont, Texas
01.1984

Diploma -

Beaumont Chalton Pollard
Beaumont, Texas
01.1982

Skills

  • Configuration management
  • Hardware installation
  • Asset management
  • Application Installation
  • Security protocols
  • Server management
  • Operating systems
  • Wireless networking
  • IT infrastructure
  • Remote support
  • Network configuration
  • Data migration
  • System deployment
  • Continuous deployment
  • Office 360
  • Windows
  • Printers
  • POS
  • Monitors

Timeline

Deployment Tech

GTS Technology
03.2023 - 08.2023

IT support specialist

AECOM/IBM
01.2021 - 01.2023

IT Support

ITEK

Computer Engineering -

Lamar University

Diploma -

Beaumont Chalton Pollard

References

Available upon request

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Reginald Lewis