Sterling Booth
Palm Harbor
Summary
Decorated military professional, fully transitioned from the United States Air Force to a career in IT. Distinguished Tier I and II technician working in an accelerated helpdesk environment. Quickly and effectively resolves customers' technical issues. Calm under pressure and utilizes superior time management and conflict resolution skills. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket and phone call. Skilled at maintaining positive communications even in stressful and fast paced situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
11
11
years of professional experience
Work History
Helpdesk Technican II
Leap Legal Solutions
12.2023 - Current
- Provided Tier 2 IT support to non-technical external users and resolved nearly 2000+ support cases from end-users utilizing CRM SalesForce via remote support.
- Trained new technicians on standard operating procedures, ensuring consistency with established processes across the team.
- Developed strong relationships with coworkers and clients through excellent communication skills, earning respect as a trusted advisor on IT-related matters.
- Improved customer satisfaction by swiftly addressing and resolving cases requiring level II support prior to escalation.
- Fostered culture of continuous improvement, encouraging innovation and efficiency in technical processes.
- Resolved hundreds of complex cases quickly by leveraging strong diagnostic skills and attention to detail.
Helpdesk Technician I
LEAP Legal Software
03.2023 - 12.2023
- Provided Tier 1 IT support to non-technical external users and resolved over 1000+ support requests from end-users utilizing CRM SalesForce via remote support.
- Through proactive engagement, answered thousands of end-user inquires regarding computer issues while patiently walking users through troubleshooting tasks in online chat-based platform.
- Assisted end-users in understanding proprietary legal software functions and promoted positive relations between helpdesk team and end-users.
- Configured add-in options for proprietary software to set desired work preferences for individual users.
- Installed, modified, updated, and repaired software to resolve technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Helpdesk Technician II
Nationwide Title Clearing
02.2022 - 03.2023
- Provides troubleshooting for multitudes of different software, including Oracle Production, UAT, Discoverer, Ring Central, SQL Developer, Mimecast, all Microsoft products, and more.
- Manages delegation of personal and shared email inboxes via Exchange Admin Center and Microsoft 365 Admin Center.
- Provides Tier 2 IT support to non-technical internal users through desk side support services.
- Breaks down and evaluates user problems, using test scripts, personal expertise and probing questions.
- Patches software and installs new versions to eliminate security problems and protect data.
- Configures hardware including laptops, desktops, minis, VDIs, 10zigs, and grants system permissions to new employees.
- Compiles and accurately enters data for each customer encounter to record in system.
- Installs, modifies and repairs software and hardware to resolve technical issues.
Helpdesk Technician I
Nationwide Title Clearing
11.2021 - 02.2022
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Supported end-users in various applications to optimize their productivity and performance.
- Implemented preventative measures that reduced recurring technical issues faced by users, increasing overall efficiency levels.
- Collaborated with cross-functional teams for seamless integration of IT services throughout the company.
- Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
- Promoted positive work culture within the team by providing constructive feedback, fostering collaboration, and maintaining a solution-oriented mindset.
Front Desk Associate
K9 Adventures
08.2021 - 11.2021
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Promoted local entertainment and events and offered details to assist patrons.
- Answered guest questions and referred to local points of interest.
- Updated customer accounts with add-on grooming charges and lodging use
Monitoring Facility Operator
United States Air Force, USAF
07.2017 - 05.2021
- Monitored 13 critical Protection Level 1 facilities via $51 million dollar Weapons Security and Storage System, and numerous Protection Level 2 and 4 areas via a $120k Vindicator System
- Merged with Dutch 1st Fighter Wing security to provide command and control for 63 Security Forces and 30 augmentees, along with 350 Dutch personnel in support of $6 Billion in resources.
- Acted as first line of alert and reporting for incidents, ensured precise response in accordance with Department of Defense and Allied Command regulations and expectations.
- Generated Security Forces Blotter, recorded alarm responses, daily checks, shift exercises and incidents, and tracked all activity during shift.
- Secured records and storage to comply with filing and indexing procedures.
- Reported building issues to building management to reduce safety concerns.
Base Defense Operations Center Controller
United States Air Force, USAF
12.2013 - 06.2017
- Evaluated numerous computer systems and network infrastructures to identify weaknesses and develop countermeasures.
- Coordinated with local authorities to smoothly manage disaster response.
- Organized search and rescue activities to locate missing persons affected by natural disasters.
- Set up special stations to effectively relay information during periods of unavailable or compromised infrastructure.
- Assisted with tactical planning by compiling and evaluating important operations and intelligence data.
- Produced detailed and knowledgeable technical reports on command and field activities.
Education
Associate of Science - Computer Information And Technology
Saint Petersburg College
Clearwater, Florida11.2023
Associate of Science - Criminal Justice
University of Maryland - Baltimore County
Baltimore, MD03.2023
High School Diploma -
Palm Harbor University High School
Palm Harbor, Florida05.2013
Skills
- Technical support triage
- Support ticket system management
- Remote system analysis
- Technical troubleshooting
- Ability to multitask in high speed work environments
- Technical documentation
- Hardware and software installation
- Good telephone etiquette
- Software diagnosis
Accomplishments
- Air Force Training Ribbon
- Air Force Achievement Medal
- Air Force Good Conduct Medal
- Outstanding Unit Award
- Overseas Long Tour Ribbon
- Air Force Longevity Ribbon
- Non-Commissioned Officer Professional Military Education Graduation Ribbon
- Global War on Terrorism Service Medal
Timeline
Helpdesk Technican II
Leap Legal Solutions
12.2023 - Current
Helpdesk Technician I
LEAP Legal Software
03.2023 - 12.2023
Helpdesk Technician II
Nationwide Title Clearing
02.2022 - 03.2023
Helpdesk Technician I
Nationwide Title Clearing
11.2021 - 02.2022
Front Desk Associate
K9 Adventures
08.2021 - 11.2021
Monitoring Facility Operator
United States Air Force, USAF
07.2017 - 05.2021
Base Defense Operations Center Controller
United States Air Force, USAF
12.2013 - 06.2017
Associate of Science - Computer Information And Technology
Saint Petersburg College
Associate of Science - Criminal Justice
University of Maryland - Baltimore County
High School Diploma -
Palm Harbor University High School
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