Summary
Overview
Work History
Education
Skills
Timeline
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Theodore R. Lawrence

Atlanta,GA

Summary

Forward-thinking operations specialist with 25 years of experience in the customer service help desk for IT tech support sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems, and deliver innovative improvement strategies—proficient in Windows 10 & 11 and Office 365, Microsoft team.

Overview

8
8
years of professional experience

Work History

IT Help Desk Specialist

Opulent Home Care
03.2021 - Current
  • Resolved various technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Responded to customer inquiries and provided technical assistance over the phone and in person.
  • Used ticketing systems to manage and process support actions and requests.
  • Provide end-user support and training for access to company systems, networks, cell phones, Microsoft applications, voicemail, and hardware (computers, printers, paging systems, IP phones, etc.
  • Assist in the management of servers and shared drives
  • Identifying and resolving issues with Office 365

Audio Producer/ Visual Tech

NOIZE BEATZ PRODUCTIONS (Freelance)
03.2020 - Current
  • Assisted in setting up and operating audio equipment for both live events and studio recording sessions, ensuring optimal sound quality and smooth technical execution.
  • Patched and positioned all instruments, microphones, and monitors for live performances involving groups ranging from 5 to 30 members, creating a balanced and immersive audio experience.
  • Demonstrated mastery in editing and mixing tasks on audio recordings, leveraging my expertise in industry-standard software such as Pro-Tools, Logic Pro, and Ableton Live to deliver professional-quality results consistently.
  • Set up and installed LCD projectors, monitors, speakers, and cameras, ensuring proper functionality and visual/audio integration for multimedia presentations and events.
  • Conducted thorough sound checks and monitored audio levels during live performances to maintain consistent sound quality and resolve issues promptly.
  • Assisted in equipment maintenance and troubleshooting, ensuring that audio equipment and systems were properly functioning and available.
  • Maintained and organized audio/video files, implementing efficient workflow practices and establishing a systematic file management system for easy retrieval and streamlined operations.

Driver Advocate

Uber Technologies Inc.
02.2016 - 09.2022
  • Active Rideshare Drivers United (RDU) member, advocating for equitable pay for all drivers.
  • Adapted communication using new technology to enhance daily duties.
  • Troubleshoot technical issues promptly within the Uber app for uninterrupted customer experience.
  • Adapted driving strategies and communication to accommodate diverse passenger preferences, resulting in a 4.9 customer satisfaction rating.

Education

Associate of Science - Mass Communications

Santa Monica College
Santa Monica, CA
09.2023

Associate of Science - Media Productions

American InterContinental University
09.2003

Skills

  • Documentation Management
  • Problem-solving abilities
  • Resource Allocation
  • Process Analysis
  • Data Analysis
  • Proficient in Windows 10 & 11, Office 365, Microsoft teams
  • Organizational Skills
  • Customer Relations
  • Problem-Solving
  • Excellent Communication
  • Time Management
  • Analytical Skills

Timeline

IT Help Desk Specialist

Opulent Home Care
03.2021 - Current

Audio Producer/ Visual Tech

NOIZE BEATZ PRODUCTIONS (Freelance)
03.2020 - Current

Driver Advocate

Uber Technologies Inc.
02.2016 - 09.2022

Associate of Science - Mass Communications

Santa Monica College

Associate of Science - Media Productions

American InterContinental University

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Theodore R. Lawrence