Wesley Whitsell
Portland,OR
Summary
Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service.
Overview
9
9
years of professional experience
Work History
Service Desk Technician
VanderHouwen Associates
01.2023 - 06.2023
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Tier II Service Desk Technician
PAE
12.2017 - 01.2023
- Troubleshooting computer issues for over 20,000 users worldwide ensuring smooth operations continually
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Applied critical thinking and research to address complex issues.
- Maintained compliance with regulatory standards and safety requirements.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
Tier 1 Help Desk Analyst
Brinker International
06.2016 - 12.2017
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Routers, Switches, VOIP and wireless access points.
- Password resets, RMA Assistance, Active Directory maintenance, Staged and shipped servers, Juniper network switches, and POS terminals/
- Logged support tickets and closed when issues were resolved.
- Used ticketing systems to manage and process support actions and requests.
Tier 1 Customer Support / Systems Engineer
Buxton
03.2014 - 06.2016
- Assisted end users both through email and in real time over the phone and instant messaging
- Answered incoming support inquiries via chat, phone and email.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
Education
Secondary Education -
Cleburne High School
Cleburne, TXSome College (No Degree) -
Hill College
Hillsboro, TXSkills
- Windows 11, 10, 7, 8, XP, Server 2008 R2, Server 2012 R2
- IOS and Android
- LAN, WAN, VOIP, VPN and Citrix
- Software and Hardware management
- Azure and Exchange administration
- ServiceNOW, ZenDesk, ITGlue
- Equipment Installation
- Root Cause Analysis
- Staff Training
- Preventive Maintenance
- Technical Reporting
- Inventory Maintenance
- Remote System Analysis
Timeline
Service Desk Technician
VanderHouwen Associates
01.2023 - 06.2023
Tier II Service Desk Technician
PAE
12.2017 - 01.2023
Tier 1 Help Desk Analyst
Brinker International
06.2016 - 12.2017
Tier 1 Customer Support / Systems Engineer
Buxton
03.2014 - 06.2016
Secondary Education -
Cleburne High School
Some College (No Degree) -
Hill College
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