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
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 -
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