PIERRE L. SHORT, JR

• Central point of contact for IT support, resolving 70%-80% of issues remotely
• Utilize Samanage IT ticketing system for tracking and resolution
• Troubleshoot PCs, software, mobile devices, VPN, and network printers
• Maintain AS400/Client Access user accounts and escalate major issues
• Create knowledge-based articles and solutions to guide end users and technicians in issue resolution

• Provided Tier 1 & 2 support for 2,500+ users, managing Cisco Call Manager v11.5.1
• Configured and deployed Cisco 78XX & 8841 series phones
• Collaborated with Level 3 providers for phone number ordering and debugging

Help Desk Analyst Role 2017-2018, promoted to Communications Engineer in 2018

• Provided remote & desk-side support for hardware/software issues
• Managed tickets using SysAid, troubleshooting Active Directory and VPN
• Served as a Service Desk analyst who was responsible for providing remote and desk-side support for both software and hardware issues for corporate users in TX, and for Supreme's branch locations nationally

• Provided base-level IT support to non-technical personnel within the business, managed call flow and responded to technical support needs of customers,resolved customer issues in a clear, courteous, and straightforward manner.
• Demonstrated professionalism and courtesy with customers at all times researched, troubleshot, and resolved complex problems independently. Worked closely with team members to meet or exceed all customer service requirements.
• Answered telephone calls promptly and minimized delays that could lead to abandoned calls, enthusiastically participated in job-related training.

• Provided IT support for 200+ users, maintaining network security & systems
• Managed $2M+ in military communication equipment with zero loss