Zachary Freeburn
Saint Martinville,LA
Summary
Dedicated Help Desk Technician with over [X years] of experience in providing exceptional technical support and troubleshooting for a diverse range of software and hardware issues. Proficient in diagnosing and resolving technical problems efficiently while maintaining a high level of customer satisfaction. Skilled in using remote support tools, ticketing systems, and documentation practices to streamline operations and improve response times. Strong communicator with the ability to convey complex technical concepts to non-technical users. Committed to continuous learning and staying updated with emerging technologies to enhance service delivery and contribute to team success.
Overview
6
6
years of professional experience
Work History
Help Desk Technician
Valvoline Instant Oil
11.2023 - Current
- Diagnosed and troubleshot hardware, software and network issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
- Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
- Used ticketing systems to manage and process support actions and requests.
Customer Service Representative
Valvoline
05.2023 - 11.2023
- Assist customers with vehicular issues over the phone, and responsible for providing excellent customer service.
Tech Support
Sutherland Global
02.2019 - 05.2021
- Part of a team of tech support agents, responsible for assisting customers with technical and billing issues. Helped team members while on call, a lot of multi-tasking while assisting customers with difficult problems.
Education
Bachelor of Science - Computer Science
University of Houston - Downtown
Houston, TX12.2022
Skills
- Technical Documentation
- Network Support
- Ticket management
- Call Management
- Technical Troubleshooting
- Data Entry
- Microsoft Office
- Security Protocols
- C
- Python
- SQL
- Data Management
Timeline
Help Desk Technician
Valvoline Instant Oil
11.2023 - Current
Customer Service Representative
Valvoline
05.2023 - 11.2023
Tech Support
Sutherland Global
02.2019 - 05.2021
Bachelor of Science - Computer Science
University of Houston - Downtown
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