Tremaine Wheeler
Union City,GA
Summary
Attentive Desktop Support Technician with 14 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Desktop Support Technician
City of Atlanta
55 Trinity Ave. Atlanta, Ga 30303
10.2006 - Current
- Performed telecommunication and networking business evaluations
- Supports 28 + sites and 500+ employees
- Supports various proprietary software
- Supports 11 automated fueling sites driven by Assetworks Fuel Focus technology and veeder root for tank quantity management
- Removed malware, ransomware and other threats from laptops and desktop systems
- Served as level-three support escalation point for 21-member distributed support staff.
- Responded to support tickets within 3 day to improve customer service.
- Assisted in technical support process refinement to improve customer service and support.
- Consistently responded to customer service emails within standard window for optimal response.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to products and services.
Low-voltage Installer
Cleveland Electric
1281 Fulton Industrial Blvd NW, Atlanta, Ga
05.2002 - 09.2006
- Terminated UTP cables and fiber optic cables
- Operated tools, equipment and machinery according to safety standards.
- Managed small project teams of 5-10 employees clearing install lists on multiple job locations.
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Handled 5-10 calls per day to address customer inquiries and concerns
- Monitored company inventory to keep stock levels and databases updated
Education
Associate of Science - Computer Networking
ITT-Technical Institute
Duluth, Georgia2006
Skills
- Data backup and recovery systems
- Software diagnosis
- Technical documents comprehension
- Staff education and training
- Application support
- Stakeholder updates
- System upgrades
- End-User Account Management
- Problem-Solving Skills
Certification
ITIL Certified Practitioner
Timeline
Desktop Support Technician
City of Atlanta
10.2006 - Current
Low-voltage Installer
Cleveland Electric
05.2002 - 09.2006
Associate of Science - Computer Networking
ITT-Technical Institute
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