Zeckary Smith
Cordova,USA
Summary
Experienced IT professional specializing in technical support and network troubleshooting, seeking to leverage skills in enhancing team development and quality standards. Proven track record in root cause analysis and effective communication, leading to successful resolutions, and high customer satisfaction. Committed to delivering exceptional service and driving improvements in technical processes.
Overview
3
3
years of professional experience
Work History
Senior Connected Services Hub Remote Support Technician
Scheider Electric
03.2025 - Current
- Delivered remote troubleshooting and technical support for Salesforce and Outlook users.
- Managed vendor communications and support tickets via Outlook, securing necessary approvals.
- Coached team members to improve development practices and quality standards.
- Monitored systems and analyzed data, producing reports with actionable insights.
- Prioritized tasks effectively in a fast-paced, multi-ticket environment.
- Escalated complex issues to senior technicians while collaborating on resolutions.
- Created cases and dispatched field services, coordinating with sales as required.
- Led initiatives to improve team development practices and quality standards, fostering a collaborative environment.
IT Support Specialist
Healthpilot Technologies LLC
09.2024 - 02.2025
- Diagnosed and repaired malfunctioning laptops, desktops, and printers to minimize downtime.
- Configured devices using SCCM and endpoint management tools to ensure optimal performance.
- Managed user accounts and access permissions through Active Directory and Okta.
- Utilized remote desktop software to efficiently address technical issues for users.
- Ensured timely updates of software and hardware with latest patches to maintain security.
- Educated users on best practices for IT tools while creating resources for common issues.
- Provided comprehensive support for employees and customers to enhance productivity.
- Utilized monitoring tools to analyze data and produce actionable insights, driving system improvements and performance efficiency.
IT Service Desk Analyst
Acadia Healthcare
Nashville, TN
02.2023 - 05.2024
- Served as primary contact for technical service requests via phone and email.
- Provided comprehensive hardware and software support to personnel locally and remotely.
- Utilized remote login tools to resolve technical and product queries efficiently.
- Maintained records of customer inquiries to enhance technical documentation and bug tracking.
- Trained in troubleshooting hardware issues, collaborating with service providers for expedited repairs.
- Configured and maintained LAN/WAN systems, including routers, switches, and firewalls.
- Monitored network performance using SolarWinds NPM, addressing connectivity issues proactively.
- Prioritized and coordinated tasks in a fast-paced, multi-ticket environment, ensuring efficient workflow and timely resolutions.
Desk Support / ITSM Analyst
TTEC Holdings
09.2022 - 07.2023
- Delivered support for password resets and account customization to enhance user experience.
- Provided remote assistance for technical queries by accessing client systems.
- Assisted customers with diverse technical issues via email, live chat, and phone.
- Opened service tickets, documenting client details and issue descriptions.
- Troubleshot hardware problems, coordinating repairs with service providers for end users.
- Collaborated with supervisors through live chat to resolve advanced technical inquiries.
- Configured new hardware and software solutions across desktops, laptops, and mobile devices.
- Conducted comprehensive training for end users on software applications and IT policies.
Education
Bachelor of Science - Information Technology
Middle Tennessee State University
Murfreesboro, TN05-2019
Skills
- Technical support and troubleshooting
- Network connectivity and VPN
- Active directory management
- User account management
- Incident response and customer service
- Network monitoring and systems implementation
- Cloud computing solutions
- Root cause analysis and problem resolution
- Software applications expertise
- Cloud security management
- Endpoint protection
Timeline
Senior Connected Services Hub Remote Support Technician
Scheider Electric
03.2025 - Current
IT Support Specialist
Healthpilot Technologies LLC
09.2024 - 02.2025
IT Service Desk Analyst
Acadia Healthcare
02.2023 - 05.2024
Desk Support / ITSM Analyst
TTEC Holdings
09.2022 - 07.2023
Bachelor of Science - Information Technology
Middle Tennessee State University