Rory Holmes
Grand Prairie,United States
Summary
Confident Computer Technician with expertise in help desk environments, assisting both employees and customers with technical issues.
Overview
29
29
years of professional experience
Work History
Desktop Support Lead
Ovation
01.2021 - Current
- Enhanced system performance by conducting regular software and hardware updates.
- Resolved technical issues for clients through remote support, increasing customer satisfaction.
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
- Evaluated and recommended new technology upgrades to increase efficiency within the organization.
- Performed routine maintenance on computer systems, ensuring optimal performance and extending the life of equipment.
- Served as primary point of contact for all desktop support inquiries, maintaining strong relationships with users and stakeholders.
- Performed routine system backups to ensure data integrity in the event of hardware or software failure.
- Coordinated efforts with network administration team to optimize connectivity between local machines and shared resources such as servers or printers.
- Troubleshot complex technical issues by collaborating with cross-functional teams and leveraging deep understanding of hardware and software components.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Computer Support Specialist
Hemmersbach
11.2015 - 01.2021
- Resolved technical issues for clients through remote support, increasing customer satisfaction.
- Enhanced system performance by conducting regular software and hardware updates.
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
- Reduced downtime for users with efficient troubleshooting, problem diagnosis, and resolution of hardware and software issues.
- Managed inventory of computer hardware components, ensuring timely replacement or repairs as needed.
- Provided remote support to offsite users through phone calls or video conferences, extending IT assistance beyond physical office boundaries.
- Served as the primary point of contact between end-users and third-party vendors when coordinating hardware replacements or warranty services.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
IT Support Specialist
NSC Global
02.2013 - 11.2015
- Streamlined helpdesk processes for quicker issue resolution and increased customer satisfaction.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Computer Support Analyst
Siemens
02.1995 - 02.2013
- Reduced ticket response time through efficient prioritization of tasks, resulting in higher customer satisfaction.
- Established strong relationships with vendors for prompt resolution of hardware and software-related issues, leading to improved client satisfaction levels.
- Developed a streamlined process for managing IT support tickets, resulting in faster response times and higher customer satisfaction rates.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
Education
Associate of Applied Science - Electronics Technology
DeVry Texas
Irving, TX06.1985
Skills
- Customer Service
- Remote Support
- System Upgrades
- Help Desk Support
- Hardware Installation
- Technical support expertise
- Incident Management
- Desktop support
Timeline
Desktop Support Lead
Ovation
01.2021 - Current
Computer Support Specialist
Hemmersbach
11.2015 - 01.2021
IT Support Specialist
NSC Global
02.2013 - 11.2015
Computer Support Analyst
Siemens
02.1995 - 02.2013
Associate of Applied Science - Electronics Technology
DeVry Texas
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