Todd Boudin
IT Support Technician/Cybersecurity
McKinney,TX
Overview
27
27
years of professional experience
2
2
Certificate
Summary
Versatile Technical Support Representative experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Demonstrates strong teamwork, problem-solving, and time-management skills. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Recently certified with foundational knowledge in Cybersecurity and hands-on experience gained through academic projects. Prepared to start career and make meaningful contributions with commitment and drive.
Skills
- Critical thinking
- Problem-solving
- Remote Desktop Support
- Hardware Installation
- Operating System Support
- Help Desk Support
- TCP/IP
- LAN/WAN
- VoIP Systems
- Customer Success Management
- Software Installation
- Windows 10
- Troubleshooting and Assistance
- Customer Service Expertise
- MS Office Proficiency
- Hardware Upgrades
- Component Replacements
- Call Center Operations
- Hardware and Software Configuration
- Onsite Instruction
- Friendly and Patient
Work History
IT SUPPORT TECHNICIAN
HCL Technologies
03.2023 - 08.2024
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
- Enhanced system performance by identifying and resolving technical issues promptly.
- Managed high levels of call flow and responded to technical support needs.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi and cellular.
IT SUPPORT TECHNICIAN
State Farm Insurance
09.2014 - 03.2023
- Demonstrated ability to provide effective technical support, resolving a high percentage of issues efficiently
- Proven problem-solving skills, evidenced by reducing average resolution time for technical issues
- Knowledge of hardware, software, and networking, as demonstrated by efficiently resolving technical issues
- Ability to optimize system performance, leading to improved client satisfaction and reduced downtime.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi and cellular.
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
- Contributed to development of internal training program for new IT Technical Support Specialists, enhancing team proficiency levels across various technologies.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
IT SUPPORT TECHNICIAN
Randstad
08.2013 - 09.2014
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi and cellular.
- Enhanced system performance by identifying and resolving technical issues promptly.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Configured hardware devices such as printers and scanners, enabling seamless integration into existing networks.
FRAUD ANALYST / DISPUTE COORDINATOR
Liquidity Services
01.2008 - 08.2013
- Successfully resolved customer disputes, enhancing client retention and loyalty
- Analyzed and documented quality issues, leading to reduction in recurring complaints
- Collaborated with cross-functional teams to streamline dispute resolution processes and reduce resolution time
- Utilized data analysis to identify fraud patterns and reduce financial losses.
- Reduced instances of fraud by implementing comprehensive monitoring and reporting systems.
- Established effective communication channels between relevant stakeholders during high-profile cases, ensuring all parties remained well-informed of progress and outcomes.
- Assisted clients with resolving disputes effectively, minimizing negative impact on their accounts and overall experience.
- Identified fraudulent activities through meticulous analysis of transaction data and trends.
- Evaluated customer data to identify and prevent fraudulent activities.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Managed and responded to correspondence and inquiries from customers and vendors.
Education
High School Diploma -
Royse City High School
Royse City, TX05.1990
Certification
- A+ Service Technician, CompTIA
- Google Cybersecurity, Coursera
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT SUPPORT TECHNICIAN
HCL Technologies
03.2023 - 08.2024
IT SUPPORT TECHNICIAN
State Farm Insurance
09.2014 - 03.2023
IT SUPPORT TECHNICIAN
Randstad
08.2013 - 09.2014
FRAUD ANALYST / DISPUTE COORDINATOR
Liquidity Services
01.2008 - 08.2013
High School Diploma -
Royse City High School
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