Timothy Bissett
Deltona,FL
Summary
Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures.
Overview
12
12
years of professional experience
Work History
Alarm Monitoring Operator
CMS
04.2024 - Current
- Monitor and respond to burglary, medical, fire, and environmental alarms
- Coordinate with emergency services for timely dispatch
- Document alarm events and communications for analysis
- Conduct equipment checks and participate in training
- Provide excellent customer service and uphold security standards.
Quality Control Technician
Alorica (Dell ProSupport)
06.2018 - 11.2023
- Overseeing a team of fifteen subordinate agents and providing coaching and professional development to enhance their performance in meeting demanding metrics and goals
- Demonstrating expertise in effectively calming customers and resolving intricate technical issues
- Collaborating with a pilot rehabilitation program aimed at improving the retention rate of the bottom 10% of agents by retraining them in technical skills to meet client's exacting standards
- Conducting weekly coaching sessions on call handling, case management, and troubleshooting proficiency.
Apple Technician
Convergys (Apple ProSupport)
01.2014 - 06.2018
- Troubleshoot software and hardware issues on IOS devices like iPhones and iPads
- Troubleshoot hardware issues as well as software issues with Mac OS and various Apple software
- Provided technical advice to IOS T1 agents and handled escalated technical issues with IOS software and hardware
- Provided technical advice to Mac T1 agents and handled escalated technical issues with Mac software and hardware.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Installed and configured operating systems and applications.
Repair Technician
Computer & Gaming World
10.2012 - 01.2014
- Diagnose hardware and software issues on gaming consoles, desktops, and laptops.
- Perform repairs and maintenance on various gaming consoles including PlayStation, Xbox, and Nintendo consoles.
- Repair and upgrade desktop computers and laptops according to customer specifications.
- Install operating systems, drivers, and software applications as needed.
- Test repaired devices to ensure they are functioning properly before returning them to customers.
- Provide technical support and guidance to customers on device usage and troubleshooting.
Keep accurate records of repairs, parts used, and services provided.
Skills
- Debugging
- Help Desk Operations
- Hardware Installation
- AV Equipment Management
- Incident Management
- Software configuration
- Network Troubleshooting
- Remote Support
Educationcertifications
- Dell Certified Hardware Engineer
- Comp Tia A+
- OSHA 30
- Apple mac+ T1
- Apple mac+ T2
- Apple IOS T1
- Apple IOS T2
- High school Diploma
Timeline
Alarm Monitoring Operator
CMS
04.2024 - Current
Quality Control Technician
Alorica (Dell ProSupport)
06.2018 - 11.2023
Apple Technician
Convergys (Apple ProSupport)
01.2014 - 06.2018
Repair Technician
Computer & Gaming World
10.2012 - 01.2014
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