Trenton Epps

Talented computer user and support team member with a proven track record in diagnosing and resolving issues. Adept in hardware, software, and peripheral devices, consistently delivering fast, expert service to satisfy users. Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Proficient troubleshooter with a strong background in building successful solutions. Excellent verbal and written communicator, skilled at cultivating positive relationships and exceeding goals. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

• ITIL Foundations 4 | Expected 2024
• CompTIA Security+
• CompTIA A+ Hardware
• Fortinet NSE 1, 2022
• Fortinet NSE 2, 2022
• Fortinet NSE 3, 2023

• Service Desk Advisor, Crown Castle, 10/2023, current, Provided day-to-day operational service and support, taking ownership of all customer interactions., Logged all customer interactions and provided timely feedback via phone, e-mail, or other forms of communication., Communicated direction/resolution at an appropriate technical and business level., Contributed to various projects, facilitating the delivery of infrastructure development/build activities., Monitored and reported on the performance of IT systems and services., Offered assistance and technical support for problem resolution., Collaborated with vendors for issue/incident resolution., Assisted with 4th level support escalations., Documented problems and resolutions for future reference., Provided coaching and mentoring to Service desk members., Created user accounts, set permissions, and administered the ServiceNow IT Service Management System.
• Tier One Helpdesk Advisor, Belltechlogix, 03/2022, 10/2023, Created, managed, and tracked 50+ end-user support service tickets in ServiceNow., Anticipated end-user needs to proactively identify technical problems., Communicated with end-users on ticket status and escalated advanced issues., Provided network and desktop/laptop/mobile technical troubleshooting services for 50,000+ end-users in a Windows 10 and iOS environment via phone, email, and chat., Followed standard operating procedures for complete and expedient end-user problem resolution., Analyzed and resolved 50+ end-user technical problems on the first call each day.
• Apple Support Advisor, Transcom, 2019, 2021, First point of contact assisting users in supporting iPhones, iPads, MacBooks, desktop Macs, and account management.