Writing
Samuel R. Wright III
Technical Support Analyst
Bakersfield,Ca.
Summary
Enthusiastic Technical Support professional with more than twenty years experience specializing in delivering outstanding service and support. Background in helping businesses promote maintain efficient and error-free technical work environment. Analytical and thorough in tackling customer issues and documenting results. Talented Technical Support Representative with gift for understanding needs of all users with a specialty in the insurance and education industries. Versed in troubleshooting and desktop support on Windows and Mac systems, including iPadOS, TVOS, and MacOS. Proven skill in resolving problems quickly on first call.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
7
7
Certificates
Work History
Computer Support Technician
Fairfax Elementary School District
Bakersfield, Ca.
02.2018 - Current
- As part of a team of four, working with faculty of all four school sites and district office to provide end-user support and maintenance to more than 300 staff and over 3000 student devices
- Provide on-site support to classified and certified staff members at all four campuses in the district as well as to the District Office itself
- Observe and act on support tickets through our School Dude ticketing system as they come in to maintain the most up-time possible for the teaching staff
- Provide regular maintenance to the network and server hardware to make sure that everything is functioning well and to prevent possible issues
- Maintain a positive and friendly face for the IT team when working with instructors, visitors, and other non-teaching staff.
Technical Support Analyst, Technical Support
Capital Insurance Group
Bakersfield, Ca.
03.2002 - 02.2018
- As a remote component of the Monterey team, Worked in Bakersfield, Ca., providing support to more than 60 locally based employees, as well as providing support to remote users in various geographic locations
- Responsible for maintenance and upkeep of local servers and network equipment.
- Work in conjunction with Networks and Systems teams in Monterey office to provide on-site support for Cisco switches and AD Servers in this office.
- Performed setup and support of remote user community of more than 150 people in California, Washington, and Oregon.
- Provisioned data, voice, and wireless broadband connections for remote staff and coordinated VPN connections to home office.
- Support and maintenance of company cellular services, including over 300 devices such as Smartphones, iPhones, wireless broadband devices, and standard (flip) cellular phones.
- As part of call center team, handled inbound ACD (Automated Call Distribution) calls as they come in to Help Desk.
- Assisted CIG employees, agents, and Insureds with technical issues.
- Responsible for training all new hires in Bakersfield office on use of NorTel phone system and desktop PCs.
- Train all remotes and home-based employees on use of virtual environment and, again, phone system
- Create, Write, Edit, and Proof internal documentation for distribution throughout company, including such documents as Technical Tips, Instructional papers, and SLAs.
- Assisted with updating technical support best practices for use by team
Education
Bachelor of Science - Data Analytics/Data Management
Western Governors University
Salt Lake City, UT 03.2017 - 09.2022
Skills
Windows PC, Mac OS, MS Server 2016, and iOSundefined
Certification
CompTIA Network+
Interests
Camping
Hiking
Timeline
Computer Support Technician
Fairfax Elementary School District
02.2018 - Current
Bachelor of Science - Data Analytics/Data Management
Western Governors University
03.2017 - 09.2022
Technical Support Analyst, Technical Support
Capital Insurance Group
03.2002 - 02.2018
CompTIA Network+
CIW Site Design Certified
CIW Data Analyst Certified
ITIL 4 Certified
CompTIA A+
CompTIA Project+
Apple Teacher Certification
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