WENDELL LEWIS
Washington,DC
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Help Desk Technician
Insight Global
03.2024 - Current
- Installed, modified, and repaired software to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Mentored junior team members in best practices for troubleshooting and customer service, enhancing overall team performance in providing top-notch support services.
- Contributed to IT department initiatives for new technology rollouts and system upgrades, supporting seamless transitions for end-users.
- Implemented preventative measures to minimize security risks in desktop environments.
- Conducted thorough root cause analysis on recurring technical problems to identify long-term solutions.
- Streamlined technical support process for improved end-user resolution times.
- Reduced downtime by proactively troubleshooting and resolving IT issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
IT Analyst
Strategic Insight
10.2023 - 02.2024
- Tier I end user IT support to NAVSEA personnel for classified and unclassified desktop, laptop, wireless, multimedia (OWLs, cameras, T1V), and mobile devices (iPads and iPhones) and services
- Serve as a PureBred agent for mobility devices and help track assets and User Agreements in ServiceNow
- Analyze, escalate, resolve, and track customer requests for support using the help desk ticketing system
- Provide basic technical and functional support of all applications, hardware, and software, including password resets, basic network diagnostics, setting up authentications, and printer mapping
- Assist with issuing and gathering end user IT hardware for personnel and ensuring assets and property passes are properly tracked and accounted for
- Assist with client site facility, seating, and Navy Marine Corp Intranet (NMCI) account (NIPR and SIPR) management support
- Assist with computer set up at client desks as needed
- Assist with Flank Speed accounts and licenses, to include Nautilus Virtual Desktops (NVD)
- Assist with move, add, change (MAC) requests (software transfers, changing names on accounts, quarantining machines, obtaining new laptops, etc.)
- Assist with setting up classified and unclassified meetings with the required teleconferencing equipment
- Safeguarding and properly maintaining and processing classified hardware.
Desktop Support Specialist (Tier 2)
Syneren Technologies Corporation
10.2022 - 10.2023
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Tech savvy with working knowledge of office automation products, databases and remote control.
Desktop Support Specialist (Tier 1)
MicroHealth LLC
05.2021 - 10.2022
- Receiving initial telephone or email inquiries and troubleshooting and managing software problems
- Recognizing and escalating more difficult problems to Tier 2 support
- Logging call activity
- Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve advanced technical inquires
- Acts as a technical resource in assisting remote users to resolve problems with equipment and data
- Ability to translate complex technical terms into terms easily understood by the client
- Assisted customers by troubleshooting and resolving technical problems
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
- Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Developed and maintained positive customer relationships resulting in increased account services and expansion
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
Junior Recruiter
MicroHealth LLC
04.2021 - 05.2022
- Explained job duties, compensation, and benefits to potential candidates
- Kept current on hiring trends and recommended solutions to improve recruiting processes
- Met with hiring managers to identify talent needs and determine criteria for filling vacancies
- Provided hiring status updates to HR and managers for comprehensive oversight
- Managed candidate activity within Applicant Tracking System
- Utilized internal recruiting systems (iCIMS) to record, update and track all candidate progress
- Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications
- Collaborated with HR to mitigate risks and verify regulatory compliance
- Created and maintained relationships with hiring managers and HR business partners.
Wireless Sales Expert
AT&T
12.2019 - 04.2021
- Educated guests on policy terms, simplifying technical aspects of service contracts to increase guest comprehension and achieve greater customer satisfaction
- Used on-site computer systems to access figures and documentation associated with available service plans
- Demonstrated and sold mobile devices to guests, showcasing latest product features and capabilities
- Developed long-term relationships with repeat customers through building credibility in product expertise and personal integrity in salesmanship
- Researched and analyzed monetary figures involved in monthly subscription.
Education
HD Woodson SHS B&F Academy
01.2009
Skills
- Multi factor authentication troubleshooting
- Profile updates/ Password resets
- Microsoft O365
- Application installations
- System Administration
- Microsoft Windows and Office
- Adobe Acrobat Pro
- Remote Desktop Connection
- Finesse/Jabber
- Windows PowerShell/ Command Prompt
- Network/Local Printer Mapping/Troubleshooting
- Deltek/Costpoint
- RSA Hardware/Software Tokens/ RSA Control Center
- Excel
- McAfee Endpoint Orchestrator
- HP Wolf Security/SureClick
- Citrix Workspace Profile Management
- McAfee Encryption Recovery
- CAC/PIV Cards
- NMCI
- Android
- ServiceNow/ Zendesk/ Spiceworks
- Active Directory
- Network Support
- Flankspeed
- Purebred/DOD MDM/Intune
- Archibus
- T1V
- VTC/SVTC
- SMARTboard Technology
- Adaptive Technology (Speech to text, dictation, electronic pointers, Closed Captioning)
- Power BI
- OneNote
- NIPR/SIPR
- Incident Management
- Asset Management
- Mobile Device Management
Certification
- Microsoft Azure Fundamentals Certification (In Progress)
- COMPTIA Security + Certification (In Progress)
Clearance
SECRET
Availability
June 2022-2027
Timeline
Senior Help Desk Technician
Insight Global
03.2024 - Current
IT Analyst
Strategic Insight
10.2023 - 02.2024
Desktop Support Specialist (Tier 2)
Syneren Technologies Corporation
10.2022 - 10.2023
Desktop Support Specialist (Tier 1)
MicroHealth LLC
05.2021 - 10.2022
Junior Recruiter
MicroHealth LLC
04.2021 - 05.2022
Wireless Sales Expert
AT&T
12.2019 - 04.2021
HD Woodson SHS B&F Academy
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