Trey Hanson
Cincinnati
Summary
Dedicated and knowledgeable IT Support Specialist with over 8 years of hands-on experience providing high-level technical support in enterprise environments. Skilled in troubleshooting complex hardware, software, and network issues, with a proven ability to train teams, optimize workflows, and deliver exceptional customer service. Adept in Office 365, ServiceNow, and system administration with a strong focus on efficiency and client satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Level 2 Service Technician
Atos IT Solutions and Services, Inc.
03.2020 - Current
- Maintained 90% FCR while efficiently handling high-volume ticket queues to enhance user satisfaction
- Supported SLA compliance through KPI reporting and facilitated client feedback sessions for continuous improvement
- Provided technical support and managed access-related requests to ensure timely issue resolution
Level 1.5 Service Technician
Atos IT Solutions and Services, Inc.
04.2019 - 03.2020
- Resolved technical support and access-related tickets to enhance user experience
- Updated knowledge base and facilitated OS upgrades to ensure system reliability
- Diagnosed and repaired hardware issues for diverse IT equipment.
- Provided technical support for software applications and systems.
- Conducted routine maintenance on client systems to ensure optimal performance.
Level 1 Service Technician
Insight Global
04.2018 - 04.2019
- Delivered Level 1 support, achieving 89% customer satisfaction rating.
- Established expertise in troubleshooting and escalation processes.
- Contributed to a 10% improvement in team resolution times through process standardization.
Lube Technician
Oil Express
Cincinnati
08.2017 - 04.2018
- Provided exceptional customer service during oil changes, inspections, and minor repairs, enhancing customer satisfaction.
- Advised on scheduled maintenance to enhance vehicle performance and foster client loyalty.
- Ensured adherence to safety standards and company policies, contributing to a safe working environment.
Deli Clerk
Kroger
Cincinnati
10.2015 - 11.2016
- Delivered exceptional customer service in fast-paced retail environment, enhancing customer satisfaction and loyalty.
- Operated deli equipment safely and efficiently, maintaining optimal inventory levels for timely customer service.
- Processed deliveries, ensuring compliant food handling and proper storage to uphold safety standards.
Cook
Price Hill Chili
Cincinnati
02.2014 - 10.2015
- Prepared menu items consistently, ensuring high standards of presentation and quality.
- Trained new kitchen staff, reinforcing food safety and sanitation standards to maintain compliance.
- Managed prep work and ingredient inventory, contributing to smooth kitchen operations.
Education
High School Diploma -
Don 22 Academy
Cincinnati, OH06-2013
Skills
- Advanced troubleshooting
- Networking
- VoIP
- Mobile devices
- WindowsOS
- Access Management
- ServiceNow
- PuTTY
- Intune
- VPN clients
- SAP GUI
- Administration and support
- Ticketing
- SLA tracking
- Reporting
- Client interaction
- Escalation handling
Certification
- CompTIA Network+, In Progress
- CompTIA Security+, In Progress
Timeline
Level 2 Service Technician
Atos IT Solutions and Services, Inc.
03.2020 - Current
Level 1.5 Service Technician
Atos IT Solutions and Services, Inc.
04.2019 - 03.2020
Level 1 Service Technician
Insight Global
04.2018 - 04.2019
Lube Technician
Oil Express
08.2017 - 04.2018
Deli Clerk
Kroger
10.2015 - 11.2016
Cook
Price Hill Chili
02.2014 - 10.2015
High School Diploma -
Don 22 Academy