Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Taylor Mascair

Hammond,LA

Summary

Versatile Technical Support Technician with skills for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

3
3
years of professional experience
1
1
Certification

Work History

IT Helpdesk Technician

Little Caesars Enterprises
01.2023 - Current
  • Promptly addressed IT issues and provided timely solutions where call volume ranges between 30-50 inbound calls per agent, per day, with a minimum of 30 resolved incidents per day.
  • Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
  • Triage power issues and layer 1 connectivity issues with POS equipment and dedicated networking hardware in store. Specific examples include HP Point of sale terminals, HP and Lenovo Windows and Linux based servers, and Cisco Meraki firewalls and managed switches.
  • troubleshoot issues in Windows and Linux based server environments with efficient command line tools
  • communicate and coordinate daily with external vendors for scheduling service visits and arranging RMA/warranty replacements

IT Helpdesk Technician

Onshore Outsourcing
09.2021 - 12.2022
  • Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
  • Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
  • Improved productivity within the company by providing comprehensive training on new software applications.
  • Optimized network performance through routine monitoring, troubleshooting, and infrastructure upgrades.
  • Bolstered cybersecurity measures by regularly updating antivirus software and educating employees about phishing threats.
  • Developed technical documentation for internal use, simplifying processes for team members and end-users alike.
  • Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.
  • Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.

Education

High School Diploma -

Ponchatoula High School
Ponchatoula, LA
05.2012

Skills

  • Virus Removal
  • Hardware Repair
  • Virtualization Technologies
  • System diagnostics
  • Application support
  • Security Protocols
  • Incident Reporting
  • Hardware Configuration
  • Remote Support
  • Linux Kernel Understanding
  • Remote Access Management
  • Wireless Networking
  • Server Administration
  • Network Connectivity
  • Operating Systems Expertise
  • Desktop support
  • Technical Support
  • Systems Analysis
  • Customer Service
  • Network diagnostics

Accomplishments

  • Resolved over 10,000 tickets within first 1.5 years with the company
  • In the highest 3 resolved ticket volumes of 2023
  • One of only eight employees chosen to be hired on by primary client from a managed service provider (MSP)

Certification

  • CompTIA ITF+
  • CompTIA A+

Timeline

IT Helpdesk Technician

Little Caesars Enterprises
01.2023 - Current

IT Helpdesk Technician

Onshore Outsourcing
09.2021 - 12.2022

High School Diploma -

Ponchatoula High School

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Taylor Mascair