Trevor Tracy
Concord,CA
Summary
Dedicated IT Helpdesk professional with 4+ years of experience in delivering technical support. Strong background in the installation and maintenance of software and hardware. Trained to deliver exceptional customer service in managing and resolving user issues. Comptia A+ and Security+ certified.
Overview
16
16
years of professional experience
Work History
Desktop Support Technician L2
Milestone Technologies
Walnut Creek, CA
10.2024 - Current
- Provided comprehensive onsite technical support for client technology and services, encompassing break/fix, re-imaging, troubleshooting, desk and mobile phone support, and audio/visual and physical conference room technologies.
- Cultivated and maintained strong relationships with internal end-users, including executive staff, consistently ensuring a high level of client satisfaction.
Desktop Support Specialist
Bay Alarm Inc.
Concord
06.2022 - 10.2024
- Diagnosed and resolved a range of software, hardware, and connectivity issues while delivering technical training on hardware/software to over 1500 end users
- Administered all aspects of active directory group policy such as creating and managing end-user accounts using active directory
- Assisted in the installation and configuration of various software and hardware in efficient manners to minimize downtime.
Cloud Operator
Bay Alarm Inc.
Concord
05.2021 - 10.2024
- Worked with field technicians on installation and troubleshooting of security network camera systems for both commercial businesses and residences in order to meet and exceed customer expectations
- Experience in network cameras, cloud storage, and access control systems.
Technical Support Operator
Bay Alarm Inc.
Concord
08.2020 - 05.2021
- Adept at resolving numerous issues relating to alarm systems, fire systems, and other live safety devices
- Addresses customer support issues quickly and efficiently while maintaining excellent customer service
- Level headed and calm in stressful situations with well-developed people skills.
Elderly Caretaker
Caretaking
Alameda
09.2016 - 08.2020
- Provide personal assistance to a client with cognitive disabilities by scheduling and monitoring daily activities, medication reminders, and household duties.
Route Sales Representative
Frito Lay Inc.
Alameda
06.2016 - 08.2016
- Traveled to local businesses where I delivered and sold merchandise, inspected products to ensure they were of the highest quality, and maintained strong relationships with clients to guarantee future business.
Material Handler
Fedex
Oakland
01.2016 - 06.2016
- Assisted with outgoing/incoming shipments by loading and unloading airplanes, gained knowledge of handling warehouse related materials, and became acquainted with transport and shipping principles applicable to airline standards.
Clerk
Nob Hill Foods
Alameda
06.2009 - 12.2013
- Initiated a resourceful approach to analyzing store data and learning products to ensure the departments would be stocked and managed appropriately while maintaining excellent customer service.
Education
High School Diploma -
Alameda High School
Alameda, CA06.2010
Some College (No Degree) -
College of Alameda
Alameda, CASkills
- Network troubleshooting and diagnostics
- End-user support and training
- System integration and configuration
- Cloud computing and storage
- User account administration and management
- IT asset inventory management
- Active Directory
- Azure AD
- Office 365
- Helpdesk ticketing software such as Solarwinds, Jira and ServiceNow
- IOS/Android
Timeline
Desktop Support Technician L2
Milestone Technologies
10.2024 - Current
Desktop Support Specialist
Bay Alarm Inc.
06.2022 - 10.2024
Cloud Operator
Bay Alarm Inc.
05.2021 - 10.2024
Technical Support Operator
Bay Alarm Inc.
08.2020 - 05.2021
Elderly Caretaker
Caretaking
09.2016 - 08.2020
Route Sales Representative
Frito Lay Inc.
06.2016 - 08.2016
Material Handler
Fedex
01.2016 - 06.2016
Clerk
Nob Hill Foods
06.2009 - 12.2013
High School Diploma -
Alameda High School
Some College (No Degree) -
College of Alameda
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