Tim Mccandless
Lodi,CA
Summary
Experienced Service Desk Engineer II with expertise in troubleshooting computer hardware and software issues in customer-focused environments. Possesses extensive knowledge of standard operating systems, networking protocols, and technical support procedures. Skilled in identifying and resolving complex technical problems, demonstrating the ability to review highly technical documentation to assess scope and develop effective repair strategies. Focused, reliable, and results-driven, with a strong commitment to safety and meticulous attention to detail.
Overview
6
6
years of professional experience
Work History
Service Desk Engineer II
Allied Digital Services, LLC
10.2021 - Current
- Assist customers in identifying and explained solutions to restore service and functionality
- Followed up with clients to verify optimal customer satisfaction following support and problem resolution
- Removed malware, ransomware and other threats from laptops and desktop systems
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across 4 time zones
- Loaded software, and configured hardware for new employees as part of on-boarding process
- Collaborated with supervisors to escalate and address customer inquires or technical issues
- Resolved issues with systems, hardware and telephones quickly and accurately.
IT Help Desk Technician
CCT Wireless Inc
02.2021 - 07.2021
- Pushed updates with RMM(solar winds)
- Changed passwords
- RDP to change settings for customers
- DNS flushes
- Took phone calls
- Took credit card info, updated payment info.
TA for Cyber Security Summer Camp
NorCal Cyber
09.2020 - 09.2020
- Helped set up VMS for students
- Maintained Discord for Cyber Camp
- Helped students with problem solving.
Finish Carpenter
RAD Urban
01.2019 - 01.2020
- Finishing work on module apartment's
- Tile
- Flooring
- Cabinets.
Education
A.S Cyber Security and Information Assurance - Computer Science
Cosumnes River College
Elk Grove, CA04.2026
A.S Computer Science - Computer Science / Computer Networking
San Joaquin Delta College
Stockton, CA04.2025
Skills
- Computer Science
- Help Desk
- DNS
- LAN
- DHCP
- Technical Support
- Carpentry
- TCP/IP
- VPN
- Active Directory
- Microsoft Windows Server
- Microsoft Windows
- Linux
- Troubleshooting
- Microsoft Exchange
- Network Support
- System Administration
- WAN
- Operating Systems
- Remote Support
- VPN Configuration
- Software Installation
- Security Protocols
- Application support
- Incident Management
- Hardware support
- Network Administration
- Mobile Device Management
- Written and verbal communication
- Technical Troubleshooting
- Data Collection
- Scheduling
- Staff Training
- Preventive Maintenance
- Continuous Improvement
- Administration
- Equipment Troubleshooting
- Root Cause Analysis
- Vendor Relations
- Technical reporting
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Microsoft Windows and Office
- Multitasking
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Remote Technical Support
- Decision-Making
- Relationship Building
- Help Desk Support
- Desktop support
- Friendly and Patient
- Troubleshooting Network Issues
- Team building
- Task Prioritization
- Technical issues analysis
- Self Motivation
- Hardware and Software Repair
- Interpersonal Skills
- Analytical Thinking
- Customer service expert
- Highly Professional
- Goal Setting
- Computer Diagnostics
- Professionalism
- Customer Communication and Empathy
- Interpersonal Communication
- Cost Estimation
- Safety Monitoring
- Virtualization Technologies
Assessments
- Technical support: Customer situations, Proficient, 08/01/21, Responding to technical support situations with sensitivity
- Basic computer skills, Proficient, 09/01/21, Performing basic computer operations and troubleshooting common problems
- Cashier skills, Highly Proficient, 01/01/21, Counting cash, processing transactions, following written procedures, and attending to details
- Sales skills, Proficient, 09/01/21, Influencing and negotiating with customers
- Basic maintenance and repair, Proficient, 09/01/21, Performing basic repairs and maintenance for apartment complexes, office buildings, and other facilities
- Customer service, Proficient, 09/01/21, Identifying and resolving common customer issues
- Work style: Conscientiousness, Expert, 09/01/21, Tendency to be well-organized, rule-abiding, and hard-working
- Call center customer service, Proficient, 09/01/21, Demonstrating customer service skills in a call center setting
Workauthorization
Authorized to work in the US for any employer
Personal Information
Relocation: Anywhere
Timeline
Service Desk Engineer II
Allied Digital Services, LLC
10.2021 - Current
IT Help Desk Technician
CCT Wireless Inc
02.2021 - 07.2021
TA for Cyber Security Summer Camp
NorCal Cyber
09.2020 - 09.2020
Finish Carpenter
RAD Urban
01.2019 - 01.2020
A.S Cyber Security and Information Assurance - Computer Science
Cosumnes River College
A.S Computer Science - Computer Science / Computer Networking
San Joaquin Delta College
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