Summary
Overview
Work History
Skills
Certification
education
Timeline
Generic

Zachery Powell

Rome,GA

Summary

Accomplished IT Support Specialist with a proven track record at Circuit City Stores, enhancing system efficiency and user satisfaction. Expert in network troubleshooting and software configuration, coupled with a collaborative spirit and a focus on achieving tangible results. Increased first-call resolution rates significantly, demonstrating a keen attention to detail and a commitment to excellence in technical support.

Overview

17
17
years of professional experience
1
1
Certification

Work History

IT Technician/ Networking

Rrw Multimedia Inc
11.2011 - Current
  • Maintained office PCs, networks and mobile devices.
  • Set up PCs, projectors, and microphones for use in video conferencing rooms.
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Improved network efficiency by optimizing configurations and implementing necessary updates.
  • Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
  • Installed, configured and maintained computer systems and network connections.
  • Created user accounts and assigned permissions.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Configured and tested new software and hardware.
  • Monitored system performance to identify potential issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Technical Support Representative

Taxwise
10.2008 - 10.2009
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Researched product and issue resolution tactics to address customer concerns.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Managed high levels of call flow and responded to technical support needs.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Implemented feedback from customers to improve overall quality of support services provided by the team.
  • Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Researched and identified solutions to technical problems.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Monitored system performance to identify potential issues.
  • Configured and tested new software and hardware.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Assisted in development of system security protocols.
  • Tested new software and hardware prior to deployment.

IT Support Specialist

Circuit City Stores
01.2008 - 10.2009
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Delivered onsite technical support for Number employees.
  • Used ticketing systems to manage and process support actions and requests.
  • Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
  • helped troubleshoot and repair customer pcs

Skills

  • Desktop Technical Support
  • Hardware Installation
  • Technical Support
  • Software configuration
  • Remote Support
  • Network Troubleshooting
  • System Administration
  • Network Maintenance
  • Help Desk Operations
  • Application installations
  • Wireless Networking
  • Network Security
  • Mobile Device Management
  • Operating system management
  • Server maintenance
  • User Training
  • Helpdesk services
  • Debugging
  • Software Upgrades
  • Remote Technical Support
  • Hardware and Software Repair
  • Computer Diagnostics

Certification

Comptia A+

education

graduate of Camden county high-school


attended international school ministry for 2 years


got comptia a+ certificate while at taxwise

Timeline

IT Technician/ Networking

Rrw Multimedia Inc
11.2011 - Current

Technical Support Representative

Taxwise
10.2008 - 10.2009

IT Support Specialist

Circuit City Stores
01.2008 - 10.2009

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Zachery Powell