TROTTIE MCQUEEN
Arlington,TX
Summary
Experienced Help Desk Specialist with comprehensive technical expertise in hardware troubleshooting, software support, and network administration. Proven track record in IT support environments, delivering exceptional user support while maintaining high customer satisfaction ratings. Strong background in remote desktop support with excellent problem-solving and communication skills.
While also, diagnosing and resolving technical issues across various platforms. Utilizes methodical problem-solving techniques to ensure seamless user experiences. Knowledge of system maintenance and software troubleshooting, ensuring consistent and reliable support.
Overview
1
1
Certification
Work History
IT Support Technician / Help Desk Specialist
RECONEXT
- Resolved 50+ daily technical support tickets through phone, email, and remote assistance, maintaining 95% first-contact resolution rate
- Diagnosed and troubleshoot complex hardware, software, and network connectivity issues across Windows and Linux environments
- Administered user accounts, permissions, and access controls within Active Directory and enterprise systems
- Implemented software installations, updates, and configurations for end-users and business applications
- Coordinated with Level 2 support teams to escalate complex technical problems and ensure timely resolution
- Maintained comprehensive documentation of support processes, solutions, and user interactions in ticketing systems
- Provided remote desktop support and technical guidance to users with varying levels of technical expertise
- Enhanced IT support procedures by developing troubleshooting guides and knowledge base articles
- Various Technical Roles
Systems Support Technician
INFOCOMM
- Configured and deployed headset software and testing protocols for quality assurance
- Performed system diagnostics and software validation to ensure optimal performance and compatibility
- Supported enterprise applications including SAP, Oracle, and Vulcan database systems
- Collaborated with network administrators to resolve connectivity and infrastructure issues
- Technical Environment
Technical Data Specialist
- Processed high-volume data entry with 99.5% accuracy while maintaining database integrity
- Utilized multiple software platforms and database management systems for data processing
- Implemented quality control procedures to minimize errors and improve operational efficiency
- Previous Role
Technical Services Specialist
Insight Enterprises
11.2025 - Current
- Provided technical support for software applications, resolving user issues efficiently.
- Assisted in troubleshooting hardware and network problems, enhancing system functionality.
- Collaborated with cross-functional teams to implement technology solutions and streamline operations.
- Conducted training sessions for staff on new software tools, improving user adoption rates.
- Analyzed system performance data to identify areas for improvement and recommend enhancements.
- Developed documentation for technical procedures, ensuring consistency and accuracy across teams.
Education
Diploma - Network Systems Support
No Degree - Software Engineering
App Academy
San Francisco, CA03-2023
Certificate of Technical Studies - Full Stack Software Developer
Udemy
06-2024
Diploma - Network Systems Support
Everest Institute
Houston, TXSkills
- IT Support & Help Desk:
- Help Desk Support & User Support
- Technical Support & IT Service Management
- Desktop Support & Remote Desktop Support
- Ticketing Systems & Issue Escalation
- Hardware & Software Troubleshooting
- Technical Proficiencies:
- Windows OS Administration (XP-10)
- Linux System Administration
- Active Directory & Network Protocols
- System Configuration & Installation
- Database Management (Oracle, SAP, Vulcan)
- Professional Skills:
- Customer Service Excellence
- Problem Solving & Critical Thinking
- Documentation & Process Improvement
- Team Collaboration & Communication
- Time Management & Multitasking
- Operating Systems:
- Windows OS (XP, 7, 8, 10, 11) - Expert Level
- Linux (Ubuntu, CentOS) - Intermediate
- Windows Server (2003, 2008, 2012) - Intermediate
- Software & Applications:
- Microsoft Office Suite (Advanced)
- SAP Enterprise Solutions
- Oracle Database Management
- Vulcan Software Systems
- Active Directory Administration
- Remote Desktop Tools (RDP, VNC, TeamViewer)
- Programming & Scripting:
- JavaScript, CSS, HTML
- Reactjs, Nodejs
- PowerShell (Basic)
- SQL Query Writing
- Network & Infrastructure:
- Cisco Network Equipment
- TCP/IP, DNS, DHCP
- VPN Configuration and Support
- Wireless Network Troubleshooting
- Troubleshooting abilities
- Remote support
- Technical support
- Troubleshooting skills
- User training
Accomplishments
Perfect Attendance
Certification
- CompTIA CISSP (In Progress)
- ITIL Foundation
Timeline
Technical Services Specialist
Insight Enterprises
11.2025 - Current
IT Support Technician / Help Desk Specialist
RECONEXT
Systems Support Technician
INFOCOMM
Technical Data Specialist
Diploma - Network Systems Support
No Degree - Software Engineering
App Academy
Certificate of Technical Studies - Full Stack Software Developer
Udemy
Diploma - Network Systems Support
Everest Institute
KEY ACHIEVEMENTS
- Achieved 98% customer satisfaction rating through effective technical support and communication
- Reduced average ticket resolution time by 25% through process improvements and knowledge sharing
- Maintained 99% uptime for critical business systems through proactive monitoring and support
- Developed technical documentation that reduced Level 1 escalations by 30%
- Trained new team members on help desk procedures and customer service best practices
- Recognized for exceptional problem-solving skills in resolving complex technical escalations
PROFESSIONAL STRENGTHS
- Technical Expertise: Deep knowledge of Windows environments, enterprise software, and network systems
- Customer-Focused: Committed to providing exceptional user support and maintaining positive relationships
- Problem-Solver: Analytical approach to troubleshooting with strong attention to detail
- Adaptable: Quick to learn new technologies and adjust to changing IT environments
- Communicator: Ability to explain technical concepts clearly to non-technical users
- Team Oriented: Collaborative approach to achieving IT support goals and objectives