Sandy Collier
Computer Technician - Advanced
Corryton,TN
Summary
Proven technical specialist with a strong background at Dell Technologies - EMC Corporation, adept in system optimization and emergency response strategies. Excelled in hardware diagnostics and user support, enhancing system resilience and reducing downtime by 30%. Skilled in collaborative problem-solving and effective communication, consistently delivering high customer satisfaction and operational improvements.
Overview
14
14
years of professional experience
Work History
Workstation Support Technician - Advances
State Of Tennessee
12.2017 - 10.2023
- Configured hardware, devices, and software to set up work stations for employees.
- Completed inventory counts and organized supplies.
- Implemented proactive measures to identify potential issues before they escalated, minimizing system disruptions.
- Trained users on how to operate components and systems.
- Monitored systems in operation and quickly troubleshot errors.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Collaborated with cross-functional teams to implement new technology solutions, improving overall support capabilities.
- Evaluated system logs to identify patterns of issues, recommending improvements to prevent recurring problems.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Coordinated with vendors to resolve equipment malfunctions quickly and efficiently, reducing downtime costs.
- Configured and tested new software and hardware.
- Monitored system performance to identify potential issues.
- Installed, configured and maintained computer systems and network connections.
- Generated reports to track performance and analyze trends.
- Assisted in development of system security protocols.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Developed and implemented preventive maintenance procedures.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Helped streamline repair processes and update procedures for support action consistency.
- Diagnosed and troubleshot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Configured hardware and granted system permissions to new employees.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Responded promptly to incoming sales leads and requests for technical support.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Walked individuals through basic troubleshooting tasks.
- Trained junior technicians to improve their technical skills and increase overall team productivity.
- Secured network infrastructure through implementation of updated security protocols, mitigating risk of data breaches or cyberattacks.
- Promoted efficiency among departments with prompt resolution of system issues.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
- Managed inventory of hardware components for timely replacement or repair as needed.
- Maintained up-to-date knowledge on industry trends and emerging technologies, ensuring prompt resolution of complex issues.
- Assisted users with software installation and configuration, ensuring optimal functionality across the organization.
- Performed root cause analysis on complex technical problems, developing long-term solutions that improved system stability.
- Served as a key point of contact for end-users experiencing technical difficulties, providing clear communication throughout the resolution process.
- Contributed to the development of internal tools for monitoring system health, increasing visibility into potential areas of concern.
- Responded to telephone, email and in-person inquiries regarding various computer and software operation, use and repair.
- Updated documentation and produced reports.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Reduced response time for support requests by prioritizing tasks and managing workload effectively.
- Participated in ongoing professional development opportunities to stay current with industry best practices and latest technology advancements.
- Enhanced system performance by diagnosing and resolving hardware and software issues.
- Developed comprehensive documentation for support processes, enabling faster issue resolution for team members.
- Conducted regular systems maintenance to optimize performance and minimize downtime.
- Supported remote employees by setting up virtual desktop environments and providing necessary access to company resources, ensuring seamless integration into the workplace.
- Streamlined troubleshooting processes for increased efficiency and reduced downtime.
Disaster Recovery Specialist
Dell Technologies - EMC Corporation
11.2009 - 06.2016
- Streamlined communication channels during emergency situations, ensuring a swift response from all team members.
- Coordinated large-scale simulations to test the effectiveness of existing emergency response procedures thoroughly.
- Collaborated with cross-functional teams to improve the organization''s overall resilience against disasters.
- Managed budgets for disaster recovery projects, ensuring optimal resource allocation and costefficiency.
- Implemented robust backup solutions, safeguarding essential data and applications from loss or corruption.
- Established strong relationships with external agencies for effective coordination during crisis events.
- Reduced downtime during critical incidents by developing comprehensive response plans.
- Conducted risk assessments and recommended appropriate mitigation measures for potential threats.
- Maintained up-to-date knowledge of industry trends and developments to ensure preparedness for emerging risks.
- Analyzed post-disaster data to identify areas of improvement in existing recovery plans and strategies.
- Provided ongoing support during real-life incidents, helping teams execute their roles efficiently within established protocols effectively.
- Improved business continuity through regular testing and updating of disaster recovery plans.
- Demonstrated leadership skills while managing multiple priorities during high-stress situations, contributing significantly to successful recoveries.
- Evaluated third-party vendors'' services to ensure alignment with the organization''s disaster recovery requirements.
- Utilized comprehensive risk analysis to identify, assess and manage emergency management risks.
- Kept informed of activities or changes that could affect likelihood of emergencies, factors that could affect response efforts and details of plan implementation.
- Inspected facilities and equipment to determine operational and functional capabilities in emergency situations.
- Reviewed operational plans from other locations to identify options for local systems.
- Facilitated emergency management training for staff and conducted emergency drills.
- Built and strengthened relationships to manage effective planning and implementation of emergency response strategies.
- Investigated practical and theoretical issues facing emergency services and identified effective resolutions.
Education
Associate of Science - Business Management And Computer Science
DRAUGHONS JUNIOR COLLEGE-KNOXVILLE
Knoxville, TN 05.2001 -
Skills
Application support
User Training
Security Protocols
System Maintenance
Virus Removal
Software Installation
Issue Resolution
Technical Support
Software Updates
Hardware Repair
Network configuration
Repair expertise
Remote Support
Performance Optimization
Troubleshooting
Data Recovery
Ticket management
User training expertise
Troubleshooting abilities
Repair skills
Troubleshooting skills
Backup Management
Information Protection
Service support
Hardware diagnostics
Systems Analysis
User Support
Performance Testing
Customer Service
Network diagnostics
Videoconferencing
User credential management
Software diagnosis
Desktop support
Microsoft Office Specialist (MOS) Expert
Microsoft Outlook
Technical issues analysis
Customer Success Management
Appointment Scheduling
Application installations
Staff education and training
Support scenario generation
Complaint resolution
TCP/IP
Ticket support system management
Technical documents comprehension
System Administration
LAN/WAN
Norton Antivirus software
Mac systems
Account Management
Technical Troubleshooting
Product Troubleshooting
Access issue resolution
Wide-area Networks
Issue Troubleshooting
Customer service expert
Hardware upgrades
Windows 10
Computer Diagnostics
Supply Management
Requirements Definition
Report Preparation
Customer Needs Assessment
Account Administration
Hardware Configuration
Device Installation
Documentation Development
VoIP Installation
Incident Management
Component Replacement
Project Coordination
Delivery Management
System optimization
Online Chat Support
Help Desk Support
Technical Documentation
Service Schedule Coordination
Goal Setting
Incoming Call Management
Network Certification
System Configuration
Troubleshooting Network Issues
Active Listening
Problem-solving abilities
Adaptability
System Performance Assessments
Written Communication
Analytical Thinking
Timeline
Workstation Support Technician - Advances
State Of Tennessee
12.2017 - 10.2023
Disaster Recovery Specialist
Dell Technologies - EMC Corporation
11.2009 - 06.2016
Associate of Science - Business Management And Computer Science
DRAUGHONS JUNIOR COLLEGE-KNOXVILLE
05.2001 -