WAYNE HOWARD
KERNERSVILLE
Summary
Talented technical support representative with a strong understanding of the needs of both business and home users. Demonstrated expertise in troubleshooting and providing desktop support for Windows systems and network printers. Offers clients easy-to-understand guidance and actionable advice. Consistently makes a positive impact on customer interactions and engineering efforts for supported products.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Nordic Global
01.2023 - 01.2024
- Troubleshoot and resolve issues across multiple client services related to Medical IT Services
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and video.
- Monitored surgical robotics for issues and resolved in real time
- Ran software checks and updates if needed for surgical team’s computers
- Assisted medical staff with EPIC issues.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
International Service Desk Engineer
Apex Systems/Tdrx
- 10.2022
- Troubleshoot and resolve network printing issues
- Troubleshoot and resolve Office 365 applications
- Set up/removed users using Active directory and Azure Active directory
- Assigned/Revoked Microsoft 365 license, and email accounts
- Assigned security protocols in Google admin and Microsoft Exchange
Technology Solutions Engineer
Solace IT Solutions
09.2021 - 04.2022
- Configured workstations for new users
- Troubleshoot and resolve network printer errors
- Worked in all aspects of Microsoft cloud-based systems
- Added workstations to Windows Domain and created new users in Active directory.
Technology Solutions Specialist
OnPar Technologies
03.2021 - 08.2021
- Traveled onsite for network equipment installations
- Configured remote workstations
- Troubleshoot basic and advanced printer errors
- Troubleshoot network and computer issues
- Tested and configured Meraki switches and patch panels
- Worked in all aspects of Microsoft cloud-based systems.
Help Desk Specialist
Talon Healthy IT Service
01.2021 - 03.2021
- Assisted callers with medical application using Epic software
- Preformed password resets
- Provided support for Android and IOS mobile applications
- Simple computer troubleshooting
- Preformed ticket escalations as required.
Mobile manager
SAF-GARD SAFETY SHOE
- 04.2020
- Drove a 16-foot box truck/mobile store to work locations all over the southeast
- Onsite sales of safety footwear
- Maintained accurate sales data sheets and complex reports
- Backup computer support technician for other mobile managers that had overnight working hours.
Education
Associate of Applied Science - Information Technology
Southern New Hampshire University
Manchester, NH04.2021
No Degree - Computer Science
Forsyth Technical Community College
Winston-Salem, NC05.2016
Skills
- Ticketing system proficiency
- Remote Support
- Data Backup and Recovery
- System monitoring
- Network Troubleshooting
- Operating systems knowledge
- Application support
- Software Support
- Help Desk Support
- Hardware support
- Escalation management
- Service Desk Experience
Certification
Human Relations Administration, Demonstrated proficiency in foundational concepts, Leadership styles and communications processes. Illustrated how factors like motivation and stress influence workplace dynamics, and human relations. Identified the skills necessary for managers to influence productivity.
Timeline
IT Service Desk Analyst
Nordic Global
01.2023 - 01.2024
Technology Solutions Engineer
Solace IT Solutions
09.2021 - 04.2022
Technology Solutions Specialist
OnPar Technologies
03.2021 - 08.2021
Help Desk Specialist
Talon Healthy IT Service
01.2021 - 03.2021
International Service Desk Engineer
Apex Systems/Tdrx
- 10.2022
Mobile manager
SAF-GARD SAFETY SHOE
- 04.2020
Associate of Applied Science - Information Technology
Southern New Hampshire University
No Degree - Computer Science
Forsyth Technical Community College
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