Shondale Clark
Concord,NC
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Computer Helpdesk Technician
Luther Services Caro
08.2022 - Current
- Collaborated with the cybersecurity team to promptly address and mitigate potential threats, safeguarding company data and systems from unauthorized access.
- Maintained inventory of computer hardware components, ensuring availability of replacement parts when needed for repairs or upgrades.
- Supported company-wide software rollouts by preparing systems, providing training materials, and offering post-implementation assistance as needed.
- Enhanced customer satisfaction by efficiently troubleshooting and resolving technical issues for computer users.
- Implemented ticketing system improvements that led to more accurate tracking of support requests and faster response times.
- Developed comprehensive knowledge base articles to facilitate quick resolution of common issues, improving overall support efficiency.
- Assisted customers with password resets and account management tasks while maintaining strict adherence to security protocols.
- Managed high call volumes, prioritizing tasks to ensure timely responses and resolutions for all inquiries.
Level 1 IT Specialists
Bojangles Corporate
11.2021 - 05.2022
- Organizes information by studying, analyzing, interpreting, and classifying data
- Resolves retrieval problems by altering design to meet requirements
- Prepares reports by collecting, analyzing, and summarizing information
- Prepares reference for users by writing operating instructions.
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Provided exceptional customer service by promptly addressing problems reported by end users.
- Walked individuals through basic troubleshooting tasks.
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
Break/Fix Technician
TEKsystems
06.2021 - 10.2021
- Determining problems and resolutions related to PC/Laptop hardware, software, and network systems
- Supporting break-fix solutions as appropriate and/or production support of systems
- Installing new hard and software
- Documenting incident management and/or break-fix.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
IT Specialists
Quality Education Academy
11.2018 - 06.2021
- Increased end user efficiency by providing software installation, hardware configuration, and application support
- Consistently resolve escalated problems from the dial-up Internet and web hosting technical support department
- Troubleshoot Yealink & Cisco phones by configure the MAC and IP address
- Used deep compassion and listening skills for the best customer experience
- Kept 100+ employees & students up and running on Windows 10, Mac OS, & Chromebooks
- Liaise with vendors to drive resolutions to complex issues.
Education
Master of Arts - Strategic Communications
High Point University
High Point, NC01.2017
Bachelor of Arts - Mass Media
Winston-Salem State University
Winston-Salem, NC01.2013
Skills
- Phone Support
- Software Installation
- Troubleshooting
- Customer Service
- Technical Support
- Mobile Support
- Camera Security
- Application issues
- Data Recovery & Backup
- Hardware Repair
- Active Directory
- Remote Support
- Ticket management
- Network Connectivity
- Helpdesk operations
- Mobile Device Management
- Desktop support
- Product Troubleshooting
- Service support
- Windows 10
- Customer service expert
- Microsoft Outlook
- Security Protocols
- Hardware diagnostics
- Hardware upgrades
www.linkedin.com/in/shondale-clark/
Certification
CompTIA A+ Class Certificate
References
- Mark Hughes, Level 4 Technician/Networking, City Of Winston Salem, 336-624-2201
- Donald Sweeper, STEM Teacher, Quality Education Academy, 336-263-4303
Additional Information
2020,CompTIA A+ Class Certificate
Timeline
Computer Helpdesk Technician
Luther Services Caro
08.2022 - Current
Level 1 IT Specialists
Bojangles Corporate
11.2021 - 05.2022
Break/Fix Technician
TEKsystems
06.2021 - 10.2021
IT Specialists
Quality Education Academy
11.2018 - 06.2021
Master of Arts - Strategic Communications
High Point University
Bachelor of Arts - Mass Media
Winston-Salem State University
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