Summary
Overview
Work History
Education
Skills
Timeline
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Zachary Hooper

Arlington,United States

Summary

Diligent IT Technician successful in [Area of expertise]. Over 3

years of hands-on experience working in IT for various IT roles . A strong team player works with little to no supervision. Excellent abilities in comparing technologies and finding quick solutions. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

4
4
years of professional experience

Work History

Telecom Analyst

DrHorton
01.2023 - Current
  • Ordered phones and equipment
  • Handled all mobile phones related requests, via email, ticketing system and calls
  • Promptly created new lines, disconnected lines, and reassigned lines to users as needed
  • Changed numbers as requested and supported apps were provided with application support
  • Supported users with knowledgeable technical assistance to diagnose and fix issues
  • Ensured company functions went smoothly with hard work and dedication, resolving 5050 incidents
  • Organized and Ported lines from Verizon to ATT - vice versa
  • Tracked lost phones down with company software to prevent data leaks
  • Urgently Quarantined lost phones and remotely factory reset lost devices
  • Updated all records for each device as needed to ensure smooth data recording
  • Tracked usage of phones by assigning static IP's
  • Assisted with voicemail reset requests
  • Accelerated ticket resolution 100+ tickets closed each week
  • Saved DRHorton money by picking best data plans also with communication with leadership - cutting plan costs by 50%
  • Reassigned old phones to new users to make use of and help with cutting spending costs
  • Prompt email resolutions within minutes
  • Assisted in training new hire and provided useful workflow strategy.
  • Followed standards and procedures to maintain safe work environment
  • Accurately read, understood and carried out written instructions

IT Help Desk Technician

Cook Childrens
01.2022 - 01.2023
  • Efficiently diagnosed and resolved technical hardware and software issues
  • Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
  • Carefully maintained detailed records of fulfillment actions and processing of support agreements
  • Guided users with troubleshooting using diagnostic tools
  • Guided calls using excellent communication skills and decisive approach
  • Concurred with staff to address and resolve complex issues
  • Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling
  • Participated in after-hours on-call rotation to provide 24/7 support coverage
  • Set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software
  • Patiently helped users via telephone to diagnose and triage problems
  • Excelled individually and served as team player to resolve issues during power outages
  • Configured and tested new software and hardware

Level 1 Helpdesk Agent

ServerPlus
01.2021 - 01.2022
  • Provided comprehensive troubleshooting to identify root causes of hardware and software problems
  • Provided customer support and technical support to 60+ customers daily
  • Offered prompt remote desktop assistance to resolve issues efficiently
  • Utilized diagnostic utilities to aid in troubleshooting
  • Maintained detailed records of customer interactions in helpdesk ticketing system
  • Quickly resolved technical issues for customers via phone, email, and chat support
  • Routinely trained new employees.

Education

Certification -

MyComputerCareer
Arlington, Tx
02.2020

High School -

Martin Highschool
Arlington, Tx
06.2013

Skills

  • CompTIA Server certified
  • CompTIA A certified
  • MTA Security Fundamentals certified
  • MTA Server Fundamentals certified
  • Mobile Device Management
  • Technical Troubleshooting
  • Computer Building
  • Updating systems
  • Application troubleshooting
  • Organizational Skills
  • Multitasking
  • Continuous Improvement

Timeline

Telecom Analyst

DrHorton
01.2023 - Current

IT Help Desk Technician

Cook Childrens
01.2022 - 01.2023

Level 1 Helpdesk Agent

ServerPlus
01.2021 - 01.2022

Certification -

MyComputerCareer

High School -

Martin Highschool

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Zachary Hooper