Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Pluralsight Acheivements
More from Pluralsight
Clubs And Societies
Websites
References
Timeline
Generic

Tyrus Holbrook

GAINESVILLE,GA

Summary

Dynamic tech specialist with a proven track record, adept in virtualization software, and exceptional at customer service. Excelled in complex problem-solving and technical support, enhancing system efficiency and user satisfaction. Skilled in hardware upgrades and interpersonal communication, my role significantly contributed to streamlining operations and improving customer experience.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Advocacy and Technical Support (Later Tech Ops in 2021) - Level 1

Rooms to Go
Suwanee, GA
06.2017 - 09.2024
  • L1 – is responsible for assisting customers in solving all technical problems and for investigating elevated issues by confirming the validity of the problem and seeking known solutions related to these more complex issues
  • However, prior to the troubleshooting process, it is important that the technician review the ticket submitted to see what has already been accomplished by the service desk
  • The L1 utilizes tools provided to them to troubleshoot issues, which may include but are not limited to, onsite installations or replacements of various hardware components, software repair, diagnostic testing, and the utilization of remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem
  • Projects: Liebert GXT-5 PDU upgrade (S,W), Stratodesk installation to IGEl m340 Thin Clients (W), Audio Device Change (S), PDU Replacements, (S,W), Payment Terminal upgrade (S), Invoice Printer (Lexmark) upgrade (S), Zebra 105sl to ZT510 swap (S,W), HP Laptop Memory Upgrade (W), Igel Thin Client 4 GB Memory Upgrade for Stratodesk, SCCM, MECM, & AAD for Active Directory
  • Cisco Finesse for hurricane situations
  • Serving 3 warehouses & 9 stores
  • Tablet imaging (S), Tablet Case setup for tablets, hard drive replacements for displays (S), Cisco 7945 replacements for old phones
  • Removal of store equipment for store closures (all network & computer devices.) (S,W)
  • Assistance with Network Engineering for Public/Private Ports (S,W)
  • Cisco Webex Phone conversion (W)
  • Duties I perform on ServiceNow: Requests, Change (Create New) Tasks, Incidents (Create New, Assigned), Service Catalog, Create Change, Assets (Hardware & Consumable), Configurations on Many Devices

Education

Pluralsight
12.2024

Diploma - Microsoft Server 2016

Gwinnett Technical College
Lawrenceville, GA
05.2016

Skills

  • Virtualization Software installation
  • Virtualization
  • Image creation & deployment
  • OS X Mavericks
  • TeamViewer
  • OPHCracker
  • CA Service desk
  • TightVNV
  • Hypercom Management console
  • Windows 7
  • Windows 10
  • Windows 11
  • Linux
  • Office Suite 2010
  • Office Suite 2011
  • Office for Mac
  • Office 365
  • Laptop & Desktop Repair
  • Network device configuration
  • Zebra 105sl printer setup
  • Zebra ZT510 printer setup
  • Workstation configuration
  • Workstation installation
  • IGel Thin Client
  • Cisco VOIP phone
  • Lexmark printer
  • HP Elitepad 1000 G2 imaging
  • HP Elitepad 1000 G2 configuration
  • Vitrix Workplace
  • Citrix Cloud
  • StratoDesk
  • Soti MobiControl
  • Zebra TC8300 scanner
  • Zebra MC93 scanner
  • Liebert UPS
  • Web Card Replacement
  • ServiceNow
  • Application support
  • Incident management
  • Software support
  • Network troubleshooting
  • Hardware support
  • Ticketing system proficiency
  • Software installation
  • Remote support
  • Software diagnosis
  • Desktop support
  • Network diagnostics
  • Hardware diagnostics
  • Service support
  • Videoconferencing
  • MS office proficiency
  • Systems analysis
  • Microsoft outlook
  • Wide-area networks
  • Data entry
  • Complaint resolution
  • Operating systems
  • Hardware upgrades
  • Ticket management
  • Technical documents comprehension
  • Ticket support system management
  • Network configuration
  • Issue escalation
  • Hardware troubleshooting
  • Remote office availability
  • MS office
  • Time management
  • Attention to detail
  • Customer service
  • Interpersonal communication
  • Analytical and critical thinking

Certification

A+, Network+, MCTS 70-680, PC Repair, Network Technician

Additional Information

GPA: 3.35

Pluralsight Acheivements

  • IT Governance & Management: First Steps
  • Loop IT Governance Implementation Foundations
  • IT Governance Foundations
  • IT Service Management Specific Practices
  • IT Service Management General Practices
  • IT Service Management Foundations
  • Understanding Workplace Conflict
  • Navigating the Challenges of Change in Your Work Environment
  • Leadership and Communication Skills for Software Engineers
  • Introduction to Leadership and Management for Developers
  • Handling Difficult Situations at Work
  • Creative Problem Solving and Decision Making Techniques
  • Improving Interpersonal Skills
  • Team Communication Techniques - Optimizing Information Sharing within Your Team
  • Managing Conflict Best Practices
  • Developing Team Skills
  • AZ-104 Microsoft Azure Administrator Certification Prep
  • MacOS System Management
  • Attacks, Threats, & Vulnerabilities for CompTIA Security+
  • Introduction to Microsoft iTunes
  • Managing IT Services with ITIL: Executive Briefing
  • Installing and Configuring macOS
  • Managing Anger and Frustration in the Workplace
  • Working and Communicating with Different Personalities
  • Conflict Resolution in the Workplace
  • Apple Device Support: Using Diagnostics and Troubleshooting

More from Pluralsight

  • AZ-900 Fundamentals
  • Azure Architecture and Services
  • Identity, Deployment, & Management
  • Azure Security Management and Governance
  • Foundational Cloud Concepts
  • Practice Exam Fundamentals

Clubs And Societies

  • AITP Chapter, Secretary, 05/01/14, 05/01/15
  • ISSA
  • TAG
  • NTHS

References

References available upon request.

Timeline

Customer Advocacy and Technical Support (Later Tech Ops in 2021) - Level 1

Rooms to Go
06.2017 - 09.2024

Pluralsight

Diploma - Microsoft Server 2016

Gwinnett Technical College
Tyrus Holbrook