Steven Pittman
Fort Worth,Texas
Summary
Detail-oriented Help Desk Agent with over two years of experience providing technical support to users within the supply chain industry. Skilled at diagnosing and resolving issues both remotely and in person. Motivated to learn the everchanging atmosphere of the IT industry and provide excellent support to future customers.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Help Desk Agent (Remote)
FedEx Supply Chain
Cranberry, PA
05.2023 - Current
- Provided end-to-end support for hardware and software complaints by responding to a minimum of 140 tickets weekly.
- Troubleshot hardware and software issues, and worked with service providers to facilitate repairs for end users, resulting in a 92% satisfaction rate.
- Created and implemented new troubleshooting processes, decreasing reopened tickets by 75%
Supply Chain Analyst
FedEx Supply Chain
Fort Worth, TX
11.2013 - 04.2023
- Collaborated with IT department to streamline mobile PC upgrades for internal use.
- Analyzed trends with supply chain data to resolve customer complaints by 40%.
- Held weekly meetings with vendors to discuss the root cause and provide relevant solutions to improve process flow.
Skills
- Excellent troubleshooting skills
- Networking protocols and concepts
- Basic CLI functions
- Ticketing Systems (FreshDesk,Jira)
- Enterprise desktop and server operating systems
Certification
- CompTia A+ Certification
- CompTia Network + Certification
- AWS Solutions Architect Associate
- AWS Developer Associate
- ASTQB Certified Foundational Tester
Projects
- Created a home lab that involves multiple PCs used as a testbed for Active Directory.
- Ongoing networking project which involves physical routers, switches, and access points to improve network knowledge.
- Dedicated over 40 hours to PC building and Windows OS configuration.
Credentials
- https://www.credly.com/users/sdp
Timeline
IT Help Desk Agent (Remote)
FedEx Supply Chain
05.2023 - Current
Supply Chain Analyst
FedEx Supply Chain
11.2013 - 04.2023