Summary
Overview
Work History
Education
Skills
Additionalworkskills
Affiliations
Certification
Websites
References
Timeline
Generic

Trent Owens

Roy,UT

Summary

A determined problem solver who is an experienced computer technician with over 15+ years' experience in IT. Eager to prove myself as a leader, A+ plus certified, and have outstanding customer support skills.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Sever Tech

WebNX
Ogden, UT
01.2023 - 08.2024
  • Provided technical support to customers in a timely and professional manner.
  • Installed, configured, and maintained servers including hardware components such as CPUs, RAM, hard drives, network cards.
  • Analyzed server logs and performance metrics to identify potential issues or areas for improvement.
  • Performed troubleshooting on server-related problems and installed software patches to resolve them.
  • Implemented security measures such as user authentication, encryption protocols, firewalls.
  • Configured virtualization platforms such as VMware ESX and ESXi and Hyper-V for efficient resource utilization.
  • Deployed new servers in the data center following standard procedures for installation and configuration.
  • Assisted other IT staff with projects related to server infrastructure management.

Tech Lead

Advanced Brain Technologies
02.2012 - 05.2020
  • Manage server, database, backups, organized files, and kept maintenance on them
  • Data entry, prepared emails, assisted in managing website through WordPress
  • Exhibit excellence in daily use of software such as: windows, PowerPoint, Excel, MS Word, QuickBooks
  • Display outstanding customer support in assistance with the company website, app, Windows, audio equipment
  • App support and development, iPod support troubleshooting, setup, loading locally, remotely, restoring
  • Work in collaboration for company website design, testing, online tools development, troubleshooting, support
  • Regularly shipping and receiving equipment, dealing with warranty, repair, warranty diagnostic, and create and track RMA (return merchandise authorizations)
  • Display detail-oriented by setup, build, monitor online training, live courses, and ensure trainers had equipment working throughout and product prior to trainings
  • Efficiently built, monitored, operated weekly zoom meeting held globally
  • Display time management having monthly reports of new perspective customers in by exact date
  • Help determine and write policy and procedures as technical documents
  • Frequently setup and maintain workstations, peripheral configurations, upgrade, install internal computer components, relocation and set up all hardware system, as well as choose new computer purchases for company
  • Collaboration with multiple third-party technicians at different and technology levels on more complex issues
  • Demonstrate exceptionally skills at assisting customers with product installation, activation and troubleshooting of products
  • Exhibit excellence in how to professionally handle upset customers

Tier 3 Support Engineer

Microsoft
09.2009 - 09.2010
  • Efficiently represent Microsoft and communicate with corporate customers via telephone, written correspondence, electronic service and in person regarding and finding solutions for technically complex problems identified in Microsoft software products
  • Exhibit skills to solve highly complex level of problems involving broad, in-depth product knowledge, product specialty as well as support of product line frequently requiring the highest level of customer skill
  • Demonstrate accountability for competently managing the relationship with customers and thoroughly documenting the cases
  • Work in partnership on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues
  • Actively report software bugs and customer suggestion to the product group
  • Write and update technical documentation for knowledge base

Resolution Specialist

Dell Computers
11.2006 - 07.2009
  • Proficiently provide second tier technical support on Dell supplied products and/or peripherals using documented procedures and available tools
  • Provide second tier technical support on Dell Supplied software and applications to the point of installation and basic use, and/or to the level of service appropriate to the warranty offered on the product
  • Skillfully use troubleshooting techniques and tools to identify technical defects/issues
  • Actively support customer in all aspects through problem resolution, keeping the customer informed and updated throughout life of incident
  • Display time management skills
  • With schedule adherence to ensure overall service level targets are achieved
  • Identifies and provides input on unique or recurring customer problems
  • Proficient knowledge of all legacy operating systems and Dell supplied applications
  • Knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines
  • Strong ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
  • Demonstrate great organizational, interpersonal, telephone and customer handling skills
  • Ability to learn new products and technologies

Store Manager

Wind River Petroleum
02.2004 - 11.2006
  • Determine staffing requirements, schedules, train, and coach employees to maximize performance in customer service, daily tasks such as stocking and receipt tracking
  • Implement promotions to drive up store revenue
  • Handle all payroll, cash flow, and bookkeeping
  • Inventory management, delegating work tasks, set, and maintained sale goals
  • Identify potential for loss and develop tactics to eliminate it
  • Communicate regular with district and regional managers
  • Increase customer satisfaction, took the store from losing money to generating income
  • Demonstrate dedication by putting in many personal hours to fix, clean, organize the store

Education

Dell CBG Resolution Specialist -

Dell Computers
03.2008

Dell Tier 2 Technical Support -

Dell Computers
12.2006

CompTIA A+ Certification -

Comptia.org
11.2006

General Education Development -

Weber State College
12.2004

Skills

  • Systems development
  • Network operations
  • Software support
  • IT consulting
  • Microsoft Product experience
  • PC Hardware knowledge
  • Windows Operating System
  • OS imaging
  • TCP/IP
  • General networking skills
  • Supply Chain Operations
  • Logistics
  • Windows Networking
  • Customer service skills
  • Trouble shooting skills
  • Teamwork
  • Analytical Skills
  • Problem solving skills
  • Customer Focused Skills
  • Technical Aptitude
  • Ability to learn
  • Knowledge sharing
  • Good Communication Skills
  • Technical writing
  • Positive and professional

Additionalworkskills

  • 14+ year(s) experience in systems development, network operations, software support or I.T. consulting. Microsoft Product experience.
  • PC Hardware knowledge
  • Windows Operating System: windows XP, Windows Vista, Windows 7, Windows 8, Windows 10, OS imaging
  • TCP/IP and general networking skills
  • Supply Chain Operations / Logistics
  • Windows Networking
  • Excellent demonstrated customer service skills.
  • Received multiple promotions and raises due to display of customer service skill, dedication, customers' complements, and trouble shooting skills
  • Work well in a team environment.
  • Analytical Skills, trouble shooting, problem solving skills
  • Customer Focused Skills Technical Aptitude.
  • Ability to learn & share knowledge
  • Good Communication Skills - Spoken and written (including technical writing).

Affiliations

  • Avid Gamer
  • Love going to Concerts
  • Building/Upgrading computers
  • Upgrading Autoparts

Certification

  • A+ Certified

References

References available upon request.

Timeline

Sever Tech

WebNX
01.2023 - 08.2024

Tech Lead

Advanced Brain Technologies
02.2012 - 05.2020

Tier 3 Support Engineer

Microsoft
09.2009 - 09.2010

Resolution Specialist

Dell Computers
11.2006 - 07.2009

Store Manager

Wind River Petroleum
02.2004 - 11.2006

Dell CBG Resolution Specialist -

Dell Computers

Dell Tier 2 Technical Support -

Dell Computers

CompTIA A+ Certification -

Comptia.org

General Education Development -

Weber State College

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Trent Owens