Stephen Moore
Baldwyn,MS
Summary
Capable IT specialist experienced in helping end users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Skilled at working alone to investigate and fix problems.
Overview
12
12
years of professional experience
Work History
IT Service Desk Analyst
Insight
Baldwyn, MS
11.2021 - Current
- Managed user accounts and access permissions in Active Directory Toolkit and in M365 Admin Center.
- Documented troubleshooting steps and solutions in the knowledge base for future reference.
- Provided technical assistance to customers via telephone and email, troubleshooting hardware and software issues.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Maintained positive working relationship with fellow staff and management.
Technical Support Specialist
Maxxsouth Broadband
Booneville, MS
04.2020 - 10.2021
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Maintained compliance with established and updated policies and procedures with minimal supervision.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
Assistant Sales Manager
Moore Enterprises
Baldwyn, MS
12.2019 - 02.2020
- Met with entire team on weekly basis to identify sales opportunities, discuss strategies and execute new promotions.
- Helped sales professionals finalize customer sales and handled escalated concerns.
- Addressed customer complaints quickly to drive satisfaction and adjusted operational strategies to reduce issues.
- Taught new associates sales tactics and performance improvement techniques.
- Established action plans for team members and helped each person attain objectives.
- Promoted product and service benefits through facility tours and engaging presentations.
- Opened and closed store, set up registers and secured cash.
Help Desk Manager
United States Marine Corps
Camp Pendleton South, CA
10.2015 - 11.2016
- Supported help desk vendors with maintenance and configuration.
- Assisted in technical support process refinement to improve customer service and support.
- Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
- Provided local and remote Tier 1 IT support for hardware and software to company personnel.
- Maintained calm, professional demeanor when faced with high demand, high volume workloads.
- Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
- Conducted end-user training and provided technical support on hardware, software and network issues.
- Maintained composure and patience in face of difficult customer situations, applying deescalation techniques and positive customer support.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Mentored other technical engineers and support professionals to provide professional development and skill enhancement.
- Maintained and controlled server room, wireless network, and server infrastructure; managed audiovisual equipment, including projectors, laptops, and video conferencing equipment.
- Consistently responded to customer service emails within standard window for optimal response.
- Developed and maintained positive customer relationships resulting in increased account services and expansion.
- Developed daily, weekly and monthly reports on help desk team's productivity.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.
- Diligently followed up with customers about existing orders, informing on status and responding to questions.
- Collaborated with internal departments to develop strategy.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Trained new employees on support processes, procedures and knowledge base.
- Manage helpdesk vendors, including selecting, configuration and maintenance.
- Built and maintained successful relationships with service providers, vendors, dealers and consumers.
- Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
Help Desk Analyst
United States Marine Corps
Camp Pendleton South , CA
10.2014 - 09.2015
- Installed and maintained PC and Mac device software, applications and hardware.
- Placed hardware into production by establishing connections and entering necessary commands.
- Assumed remote control over customers' computers when necessary to resolve problems.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Consistently responded to customer service emails within standard window for optimal response.
- Developed and maintained positive customer relationships resulting in increased account services and expansion.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.
- Maintained system capabilities by testing computer components.
- Maintained calm, professional demeanor when faced with high demand, high volume workloads.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
- Assessed customer bug reports and enhancement requests and prioritized development to streamline response.
- Provided supervisors with updated equipment inventory documentation.
- Maintained composure and patience in face of difficult customer situations, applying deescalation techniques and positive customer support.
- Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
- Recorded information on support tickets and maintained until problems were resolved.
- Created historical records by documenting hardware and software changes and revisions.
- Assisted customers by troubleshooting and resolving technical problems.
- Diligently followed up with customers about existing orders, informing on status and responding to questions.
- Provided local and remote Tier 1 IT support for hardware and software to company personnel.
Help Desk Technician
United States Marine Corps
Camp Pendleton South, CA
09.2013 - 09.2014
- Supported customers with password resets and account customization.
- Opened service tickets for clients, documenting user information and description of problem.
- Determined product deficiencies by reviewing various aspects such as safety, effectiveness and appearance.
- Resolved Level 1 technical issues with software, hardware and peripherals.
- Assisted customers with instructional support and product troubleshooting.
- Fielded help desk customer questions and fulfilled requests.
- Recorded complaints, product deficiencies, returned orders and other customer documentation in system.
- Consistently responded to customer service emails within standard window for optimal response.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Maintained composure and patience in face of difficult customer situations, applying deescalation techniques and positive customer support.
- Observed system functioning and entered commands to test different areas of operations.
- Configured new employee work stations, including all hardware, software and peripheral devices.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Provided local and remote Tier 1 IT support for hardware and software to company personnel.
- Developed and maintained positive customer relationships resulting in increased account services and expansion.
- Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Diligently followed up with customers about existing orders, informing on status and responding to questions.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Reviewed current hardware and software and recommended modifications to increase system speed.
- Assisted in technical support process refinement to improve customer service and support.
- Maintained calm, professional demeanor when faced with high demand, high volume workloads.
- Built and maintained successful relationships with service providers, vendors, dealers and consumers.
- Conducted end-user training and provided technical support on hardware, software and network issues.
- Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
Education
High School Diploma -
Baldwyn High School
Baldwyn, MS05-2012
Skills
- Service desk support
- Call center experience
- Technical troubleshooting
- Exceptional telephone etiquette
- Analytics and problem resolution
- Peer relationships
- Oral and written communication
- Deductive reasoning
Timeline
IT Service Desk Analyst
Insight
11.2021 - Current
Technical Support Specialist
Maxxsouth Broadband
04.2020 - 10.2021
Assistant Sales Manager
Moore Enterprises
12.2019 - 02.2020
Help Desk Manager
United States Marine Corps
10.2015 - 11.2016
Help Desk Analyst
United States Marine Corps
10.2014 - 09.2015
Help Desk Technician
United States Marine Corps
09.2013 - 09.2014
High School Diploma -
Baldwyn High School