Warren Daley
Houston,TX
Summary
Amiable IT Support Specialist with a Bachelors of Science in Cybersecurity, ready to work with technical and non-technical personnel to rapidly discern root causes and correct disruptive issues. Consistent provider of friendly internal worker and external customer interactions. Combined deep technical knowledge with amicable demeanor to support both exceptional resolution and satisfaction metrics. Detail-oriented and able to learn new concepts quickly. Responsible and motivated individual, ready to apply education in the workplace.
Overview
16
16
years of professional experience
Work History
Passenger Service Agent
G2 Secure Staff
Houston, TX
01.2022 - Current
- Greet, verify, and check-in passengers with a friendly and welcoming demeanor.
- Respond to passenger inquiries via phone, email, or in-person.
- Help troubleshoot computer and software issues to prevent further delay when assisting passengers during high traffic time.
- Document the procedure in which the technical issue presented is resolved with replicating the issue to verify the solution.
Information Technology Help Desk Technician
DCOMM Inc
Houston, TX
08.2020 - 05.2021
- Provide technical support to customers via phone, email, and in person, assisting customers with password resets and account lockouts reducing repetitive unsolved problems.
- Perform on-site remote troubleshooting through diagnostic techniques and pertinent questions that help resolve and resume the continuity of the business.
- Install programs and hardware, re-image computers, maintain peripherals, support virtual machines and software necessary to complete daily work task.
- Communicate with other technicians to resolve and refine the way we support resolution and time management.
Customer Service Representative
Conduit Global
Memphis, TN
08.2015 - 08.2017
- Assist customers with technical problems over the phone and via email, chat, or other communication methods.
- Provide troubleshooting steps to resolve customer issues related to hardware and software products.
- Educate customers on product features, functionality, and usage.
- Improve customer satisfaction by 10% within my department.
Night Auditor/Front Desk Agent
Westin Hotels & Resorts
Memphis, TN
02.2015 - 08.2015
- Audit, balance, and report on the various areas of the hotel (e.g., food & beverage outlets, rooms/front desk, gift shop, etc.) to supply correct financial information to management.
- Compile daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Apply mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Perform light troubleshooting of the audit software system to complete daily task as needed.
Jr. Reservations Coordinator
Westin Hotels & Resorts
Memphis, TN
12.2007 - 01.2015
- Monitor changes in industry regulations related to reservations procedures.
- Assist with the implementation of new technologies used for managing reservations process.
- Assist customers via phone by providing confirmations, answering questions and offering general information.
- Provide training for new reservation agents on computer systems and procedures.
Education
Bachelor of Science - Cybersecurity
Southern New Hampshire University
Manchester, NH09.2023
Skills
- Analytical Skills
- Network Security
- Compliance Analysis
- Network Troubleshooting
- Technical Troubleshooting
- System Administration
- Customer Service
- Active Directory
- Information Security
- DHCP
- Operating Systems
- Daily Reporting
- Teamwork and Collaboration
- Problem-Solving
- Facility Maintenance Monitoring
- Safety and Security Procedures
- Company Policies and Procedures
- Staff Training
- Presentation Skills
- TCP/IP Protocols
- End-User Support
- Supporting Projects
- Infrastructure Management
- Solution Design
- Firewall Configuration
- Software Installations
- Security Needs Assessment
- Risk Assessment
- Reporting and Documentation
- Encryption
- Telecommunications Systems
- Security Planning
- Data Encryption
- Data Security
- Information Protection
- Disaster Recovery
- Procedure Documentation
- Protecting Networks
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Passenger Service Agent
G2 Secure Staff
01.2022 - Current
Information Technology Help Desk Technician
DCOMM Inc
08.2020 - 05.2021
Customer Service Representative
Conduit Global
08.2015 - 08.2017
Night Auditor/Front Desk Agent
Westin Hotels & Resorts
02.2015 - 08.2015
Jr. Reservations Coordinator
Westin Hotels & Resorts
12.2007 - 01.2015
Bachelor of Science - Cybersecurity
Southern New Hampshire University
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