Tre Cole
Huntsville,United States
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Desk Associate
Builders FirstSource
05.2024 - Current
- Triage and support a nationwide deployment of new MDM and MAM software using Microsoft Intune
- Troubleshooting Android and iOS devices using the ServiceNow Ticketing System
- Provide Excellent customer service to team members
- Collaborate with other teams to bring tickets to resolution.
Service Desk Analyst / ServiceNow SME
Sunrun
02.2023 - 05.2023
- Provide front-line technical support to employees via calls, chat, email, and remote support
- Utilize technical skills, historical records, knowledgebase, tools to analyze and diagnose customer issues
- Perform analysis and triage of technology issues including data collection, and (if required) escalation to Tier 2 support teams
- Evaluate and fulfill Service Requests in accordance with established guidelines and organizational Service Level Agreements
- Communicate directly and effectively with a large and diverse audience
- Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes
- Collaborates regularly with the Technology teams to resolve technical issues and continually improve the technology experience for all our employees
- Ensure adherence to organizational security practices to protect and control company systems and data.
On Site IT Technician
Lennar
05.2022 - 01.2023
- Troubleshoots and resolves computer workstation issues, both software and hardware-related
- Enacts manufacturer's warranties for equipment repair
- Maintains and updates Service Now tickets daily
- Updates ticket status, and provides accurate, scientific, and reproducible written details on ticket resolution
- Helps different Divisions prepare and coordinate project plans for installation of technology equipment in Welcome Home Centers and Construction Trailers
- Resolves printer and copier issues across the division
- Arrange and coordinate technical support for meetings and events, including video conferencing and traditional audio/visual needs
- Maintains, upgrades, installs, and replaces hardware and software as required
- Reports instances of server downtime, LAN/WAN connectivity issues immediately to the manager and helpdesk team
- Performs basic troubleshooting on LAN/WAN connectivity under the direction and guidance of the telecommunications or network team
- Provide weekly status report to the Onsite IT Manager summarizing highlights of weekly activities and outstanding issues
- Monitors and assists with coordinating the activities of third-party support contractors
- Perform other duties as assigned by the Onsite IT Manager
- Other job duties as assigned.
Help Desk Support Specialist
HORNE
04.2021 - 11.2021
- Manage helpdesk and user support staff
- Conduct performance evaluations and monitor team performance
- Assign work to technical staff to ensure timely and effective response
- Monitor helpdesk operations and escalate help-tickets to ensure client's problems are handled expeditiously
- Oversee desktop support requests and resolutions to determine trouble trends or problem support areas and to ensure support procedures are being followed
- Provide management reports on help-desk operations and issues regarding the support of Information Resources
- Train Information Services Specialists on operational procedures and troubleshooting techniques
- Follow-up on support issues to ensure problems are resolved and service is improved.
Information Technology Specialist
Dynetics Technical Solutions, Inc.
04.2021 - 08.2021
- Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance
- Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps
- Improves client references by writing and maintaining documentation
- Participates in development of client training programs by identifying learning issues and recommending instructional language
- Accommodates client disabilities by recommending devices and techniques
- Avoids legal challenges by monitoring compliance with service agreements
- Improves system performance by identifying problems and recommending changes
- Updates job knowledge by participating in educational opportunities and maintaining personal networks
- Accomplishes information systems and organization mission by completing related results as needed.
Customer Engineer
United Launch Alliance (ULA)
12.2020 - 04.2021
- Responsible for the proactive and reactive support, troubleshooting and documentation of new and existing customer base
- Strong resource and time management skills for systems support
- Supporting and troubleshooting modern networks including but not limited to TCP/IP, DNS, DHCP, switches, routers, firewalls, and wireless
- Supporting and troubleshooting multi-site Active Directory 2003/2008/2012 environments
- Supporting and troubleshooting Microsoft Exchange 2003/2007/2010/2013 environments
- Supporting and troubleshooting multi-site WAN environments
- Supporting and troubleshooting on-premises networks with multiple WAN and VLAN configurations
- Supporting and troubleshooting virtualization environments
- Proficient knowledge of MFP/ copiers
- Daily walkthrough assessment of all assets
- Manage all service tickets for copiers, escort technicians when needed, and ensure ticket close-out.
Help Desk Technician
General Dynamics Information Technology
10.2019 - 03.2020
- Created, maintained, updated, assigned, and completed tickets in the Service Now Support Ticket System
- Provided Tier 1/ Tier 2 support and troubleshooting for new tickets in Service Now Support Ticket System
- Escalated ticket when higher Tier support needed or requested
- Improved end user documentation by providing and maintaining written/online documentation of FAQs
- Provided training and support to end users.
Information Technology Support Administrator
Teledyne Brown Engineering
08.2018 - 08.2019
- Created maintained, updated, assigned, and completed tickets in the Service Now Support Ticket System
- Provided Tier 1/Tier 2 support and troubleshooting
- Escalated tickets when higher Tier support was needed or requested
- Improved end user documentation by providing and maintaining written/online documentation of FAQs
- Provided training and support to end users
- Assisted the Network and System Administrators on rollouts and major projects
- Created, updated, and maintained inventory for all purchased equipment
- Participated in scheduled after-hours support (Evenings, weekends, holidays)
- Familiar with VMware and MDM technologies
- Extensive knowledge of Enterprise Applications (XA, AX, IBM, IFS, ERP software troubleshooting.
Help Desk Technician
Books A Million
06.2015 - 10.2017
- Effectively communicated and demonstrated the features of new products and/or product suites
- Provided store support to 250+ BAM stores and affiliates
- Assisted with inventory management by returning products to the appropriate locations
- Provided Tier-1 support for user problems relating to hardware, software, and telecommunication difficulties
- Provided documentation of pertinent end-user information, nature of the problem, and suggested solution.
Education
Bachelor's Degree - Psychology
University of South Alabama
Louisiana State University
07.2024
Skills
- Mac
- ServiceNow
- Printer Support
- Oracle Database
- Laser Printers
- Warehouse Operations
- Information Technology Infrastructure
- PKI
- Powershell
- Identity and Access Management (IAM)
- Empathy and patience
- Ticketing system proficiency
- Training and mentoring
- Hardware knowledge
- Software Knowledge
- Incident Management
- ITIL Framework
- Customer Service
- Remote Support
- Desktop support
- Ticket management
- Software Installation
- Product Troubleshooting
- Technical issues analysis
- Network configuration
- Service support
- Issue Troubleshooting
- Customer service expert
- Network diagnostics
- Windows 10
- Appointment Scheduling
- Microsoft Outlook
- Application support
- User Support
- Application installations
- LAN/WAN
- TCP/IP
- User credential management
- Software diagnosis
- Systems Analysis
- Data Recovery
- Technical documents comprehension
- Mac systems
- Wide-area Networks
- Videoconferencing
- Calm and Professional Under Pressure
- Relationship Building
- Problem Resolution
- Product and service knowledge
- MS Office
- De-Escalation Techniques
Websites
Accomplishments
- Completed intensive training in database fundamentals and software engineering.
- Trained and led technical support teams of more than 10 support specialists.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved top customer service scores by completing Customer satisfaction surveys with accuracy and efficiency.
Certification
COAWA-Principles of Cloud Computing I, Canvas Credentials (Badgr), 661e5b4dd8822f7eeb41619d
2024 National Service Award
Awarded to IT professionals who seek to enhance the culture and team they work with.
Timeline
Service Desk Associate
Builders FirstSource
05.2024 - Current
Service Desk Analyst / ServiceNow SME
Sunrun
02.2023 - 05.2023
On Site IT Technician
Lennar
05.2022 - 01.2023
Help Desk Support Specialist
HORNE
04.2021 - 11.2021
Information Technology Specialist
Dynetics Technical Solutions, Inc.
04.2021 - 08.2021
Customer Engineer
United Launch Alliance (ULA)
12.2020 - 04.2021
Help Desk Technician
General Dynamics Information Technology
10.2019 - 03.2020
Information Technology Support Administrator
Teledyne Brown Engineering
08.2018 - 08.2019
Help Desk Technician
Books A Million
06.2015 - 10.2017
Bachelor's Degree - Psychology
University of South Alabama
Louisiana State University