Zakariya Miser
Lexington,KY
Summary
Highly-motivated employee with experience in several IT environments with 3+ years of network experience. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Can work alone or in large groups depending on the need. History of consistently meeting deadlines and providing a plan of action with controlled execution. Would be a valuable asset to the current position due to focus, goal management, and learning capabilities combined with experience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Internal Help Desk Specialist
Valvoline
Lexington, KY
01.2022 - Current
- Helped company meet and exceed projected overall goals including improved handle time, issue resolution, and project establishment.
- Worked with team to create project for company-wide server installation for over 1000 stores
- Helped resolve Level 1 technical issues with software, hardware and networking devices.
- Assisted employees with various types of technical/role issues via email, live chat and telephone.
- Responded to over 150 individual cases every week in addition to contributing to company-wide projects such as creating a new store-facing knowledge base system for store employee learning and troubleshooting.
- Configured, tested and maintained network hardware such as routers, switches, firewalls and wireless access points.
- Monitored network performance to ensure system availability to all users and performed necessary maintenance activities.
- Assisted in the installation of LAN and WAN equipment including cables and connectors.
IT Support Specialist
Conduent
Lexington, KY
11.2020 - 01.2022
- Corresponded with more than 25 customers daily, effectively building outstanding skills in writing.
- Maintained Apple standard NDA policies and displayed professionalism at all levels.
- Consistently met service team metrics and chat handling quotas.
- Assisted customers with various types of technical issues with phones, tablets, computer, watches, and number of other technical devices and accessories.
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
- Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Senior Technician
Valvoline Instant Oil Change
Lexington, KY
07.2019 - 11.2020
- Improved store Oil Change and Non-Oil Change revenue to above market-standard.
- Ensured store was up to standard as an functioning site to display to potential investors and entrepreneurs.
- Worked alone or as part of a team to handle more than 35 daily service appointments.
- Proposed maintenance and upgrade services to customers per upsell guidelines.
- Met incoming customers to take down information and answer questions about service options.
- Organized and cleaned shop areas for maximum productivity.
Car Wash Attendant Assistant Manager
Time To Shine Car Wash
Lexington, KY
04.2018 - 07.2019
- Guided company from start-up on 1 store to becoming a successfully established business with at least 5 locations and counting at the time.
- Enforced adherence to company policies and procedures to boost team efficiency and strengthen operational standards
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership
- Delegated tasks to team members to optimize productivity
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel
- Operated cash register and processed cash, credit card and check payments
Education
Associate of Applied Science - Computer And Information Technology
Bluegrass Community And Technical College
Lexington, KY05.2023
High School Diploma -
Henry Clay High School
Lexington, KY2017
Skills
- Systems Analysis
- Network Administration Experience
- Jira Admin Experience
- UNIX/LINUX, MacOS, and Windows experience
- Active Directory Experience
- Server Administration
- SLO/SLA/SLI Prioritization and Enforcement
- Knowledge Base Creation and Maintenance
- Help Desk Support
- Network Security
Certification
- CompTIA Security+ Certified - 2023
- CompTIA Network+ Certified - 2023
- CompTIA A+ Certified - 2023
Timeline
Senior Internal Help Desk Specialist
Valvoline
01.2022 - Current
IT Support Specialist
Conduent
11.2020 - 01.2022
Senior Technician
Valvoline Instant Oil Change
07.2019 - 11.2020
Car Wash Attendant Assistant Manager
Time To Shine Car Wash
04.2018 - 07.2019
Associate of Applied Science - Computer And Information Technology
Bluegrass Community And Technical College
High School Diploma -
Henry Clay High School
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