Trey Woods
Raleigh,NC
Summary
Capable User Technician experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
5
5
years of professional experience
1
1
Certification
Work History
User Support Technician I
Department of Information of Technology, NC
Raleigh, NC
10.2019 - Current
- Installed and configured new computer hardware and software for users.
- Provided technical support to end-users via phone, email and in person.
- Assisted with troubleshooting and resolving user issues related to hardware, software, networks, operating systems, applications, peripherals and other technology components.
- Created detailed documentation of processes and procedures related to user support activities.
- Execute, Maintain, Improve, ans assist with the oversight of the Lifecycle refresh Process
- Coordinated with internal teams for resolution of escalated tickets.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Provided technical support for end users with network connectivity issues.
- Order, receive, and import IT hardware and assets into Service now
PC Technician Intern
Johnston Community College
Smithfield, NC
05.2019 - 10.2019
- Provided technical support to end users in person, via phone and email.
- Deployed and configured new computers, laptops and other devices.
- Performed regular maintenance tasks such as patching, security scans and backups.
- Created accounts for new users in Active Directory and assigned permissions accordingly.
- Responded to IT service requests within SLA guidelines established by the organization.
- Configured printers, scanners, mobile devices according to organizational standards.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Troubleshoot Issues, with ethernet and Wan issues across the campus and escalate to direct network technician
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Education
Bio Work Certification -
Johnston Community College
12.2016
Associates in arts -
Johnston Community College
12.2015
Skills
- Network Connectivity
- Problem diagnosis
- Software Installation
- Application support
- System Configuration
- Operating systems
- Technical Troubleshooting
- Issue Troubleshooting
- Routers
- Switches
- VMware
- Wireshark
- Active Directory
- Windows 10,11
- Service now, Intune, Tanium
- ItIL 4 certification
- ITIL Framework
- IP Addressing
Certification
- Cisco Networking Admin certificate
- General PC support Technician
- Operating Systems Foundation
References
References available upon request.
Timeline
User Support Technician I
Department of Information of Technology, NC
10.2019 - Current
PC Technician Intern
Johnston Community College
05.2019 - 10.2019
Bio Work Certification -
Johnston Community College
Associates in arts -
Johnston Community College
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