Thurmon Fields
Dallas,TX
Summary
Friendly Technical Support Representative with 14 years of helpdesk experience that is keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products. Highly-motivated and hardworking employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
IT HELP DESK TECHNICIAN
AW Brown Leadership Academy
Dallas, TX
12.2019 - Current
- Provided on-call technical support with the utilization of a ticketing system
- Supported over 100 end-users with applications, computers, desk phones, printers and basic network related issues following established policies, processes and procedures
- Install workstations, laptops, printers and other desktop related equipment as directed by service request tickets, including asset tracking and systems monitoring
- Assist in moving desktop equipment to different locations
- Responsible for supporting desk phone devices and management software
- Help resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Participate in the effective operation of the IT Help Desk by taking requests, tracking work tickets, and maintaining equipment inventories
- Provided maintenance, technical support and troubleshooting of desktop computers, printers, smartboards, telephones and other devices to ensure effective use of technology resources were functioning properly for the entire district.
- Performed regular maintenance tasks such as virus scans, system backups, disk cleanups.
- Resolved complex technical problems by researching solutions online or consulting with subject matter experts.
IT HELP DESK TECHNICIAN
APEX Systems
Dallas
06.2014 - 12.2019
- Provide maintenance, technical support and troubleshooting of desktop computers, printers, telephones and other devices to ensure effective use of technology resources by Berg staff
- Participate in the effective operation of the IT Help Desk by taking requests, tracking work tickets, and maintaining equipment inventories
- Maintain the security of client computers and data by ensuring operating system updates and virus protection are installed as well as finding and eliminating malicious applications
- Help resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Work from a ticket queue to complete work orders in a timely manner to meet department and customer service objectives.
SOFTWARE SUPPORT TECHNICIAN LEVEL I
Intuit
Houston
08.2010 - 12.2013
- Handles Identity and Access Management; provisioning, supporting, and disabling user accounts and profiles
- Provide established on-call technical support using a rotational schedule
- Support end-users with application, computer, desk phone, printer and basic network related issues following established policies, processes and procedures
- Install workstations, laptops, printers and other desktop related equipment as directed by service request tickets, including asset tracking and systems monitoring
- Assist in moving desktop equipment to different locations
- Responsible for supporting desk phone devices and management software
- Works cohesively with fellow team members, management, escalation points, and vendors to ensure the right solutions are implemented and sustained.
IT HELP DESK TECHNICIAN
First Communications
Beaumont
01.2006 - 06.2010
- Assist with physical PC workstation moves (PC’s, monitors, phones, etc)
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
- Maintains bank and network standards to preserve network integrity
- Participates in established rotating on-call schedule, providing 24x7 support on a periodic basis
- Provide technical assistance and support related to end users, computer systems, hardware, or software
- Answer incoming customer calls and provide assistance by phone in a friendly and professional manner
- Provide a consolidated point of contact for providing Tier I technical support to Kiewit employees.
Education
BS in Computer Science (in progress) -
LAMAR UNIVERSITY
Skills
- Exercises ability to learn quickly and retain knowledge Strives for constant improvement and development
- Excellent written and verbal communication skills; Strong ability to communicate technical information, both verbal and written, to a wide range of end-users
- Strong organizational and time management skills with a highly developed attention to detail
- Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively
- Ability to learn new technology and systems quickly
- Ability to adapt quickly and effectively in a diverse and ever-changing environment
- Effectively manage multiple priorities with a strong attention to detail in a fast paced environment
- Demonstrates commitment and ability to provide excellent customer service
- Application Support
- Software Installation
- Solid understanding of basic client connectivity - ethernet, TCP/IP and VPN
- User Support
- Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations
- Data Entry / Recovery
- World Class Customer Service
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT HELP DESK TECHNICIAN
AW Brown Leadership Academy
12.2019 - Current
IT HELP DESK TECHNICIAN
APEX Systems
06.2014 - 12.2019
SOFTWARE SUPPORT TECHNICIAN LEVEL I
Intuit
08.2010 - 12.2013
IT HELP DESK TECHNICIAN
First Communications
01.2006 - 06.2010
BS in Computer Science (in progress) -
LAMAR UNIVERSITY
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