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SUMMARY STATEMENTExperienced information technology professional beginning in entry level careers and progressing to intermediary positions. Contractor for many companies including: Wells Fargo, Lowes, and AXA (to name a few). Contract jobs requirements included providing software, hardware, client/server and networking technical support. A recognized insightful employee, teammate, and leader who demonstrates a visible commitment to customer satisfaction. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues. Consistently praised for communicating effectively with both technical and non-technical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.CORE COMPTENCIES TECHNOLOGYExpertise in IT system analysis and administration, quickly resolving user concerns and maintaining a reputation as a go-to person for all technical and IT system concerns.Configuring computer systems, diagnosing software issues, troubleshooting network/connectivity problems, and testing new technologies while delivering comprehensive user support via phone, in-person appointments, and/or remote access.Keen aptitude for technology programs and solutions; proficient in an extensive list of software applications/platforms and hardware components.Currently pursuing CompTIA Certification.Demonstrating polished leadership, analytical, problem-solving, and collaboration talents to drive projects and teams to peak results.TECHNOLOGY PROFICIENCIESSoftware: MS Office (Word, Excel, Outlook, PowerPoint, Access); VMware applications; Salesforce; anti-virus programs. Browsers: Chrome; Safari; Firefox; MS Edge PCs, Laptops, Printers, Routers, Modems. Networking: LAN & VPN/Remote Connectivity, TCP/I. Platforms: Unix, NetWare Servers, Citrix 10 (released in 2015), Windows 7-16 and Windows Vista (2007). Technical Support Active Directory, Computer Hardware, Troubleshooting, Windows Server, Networking, Software Installation and Laptops.COUSTOMER SERVICE PROFICIENCESPersuasion, empathy, knowledge, going the extra mile handling angry customer, teamwork, follow patience. Clear communication Listening skills Self-control positive attitude, Assertiveness, Conflict resolution, problem solver. Empathy and a sense of humor can make a potentially stressful customer-service interaction more enjoyable.PROFESSIONAL EXPERIENCESales Associate, Parks Chevrolet 2/2019  PresentGreet customers, determine desired customer expectations, and address concerns.Explains features and demonstrates operation of vehicle in showroom or on demonstration drive.Computes and quotes sales price, including tax, trade-in allowance, and discount.Help Desk 2, Comp UCOM 10/2018  2/2019Provided hands on system administration support, system maintenance and operations support.Provided education to end-users on new and existing software functionality.Provided guidance on software and hardware enhancements.Building maintenance issues, coordination with repair vendors.Built, configured and troubleshot software and hardware enhancements, application deployments and infrastructure upgrades.Worked directly with end-users to diagnose and correct computer systems issues.Set up and troubleshot domains, user accounts and software accounts.Configured, tested and troubleshot network connectivity and wireless access for local and remote computers or devices.Tier 1 and Tier 2, Independent Contractor (AXA, Wells Fargo, etc.) 2/2008  2019Provided technical assistance and support for incoming queries and issues related to computer software such as Microsoft Outlook, Internet Explorer and other supported hardware and systems.Utilized a ServiceNow ticketing system for tracking and Matrix for remote login.Supported Windows OS: XP-10; MS Office Suite  including Office 365.Troubleshot computer issues and provided on-site support (in person, email and phone), ensuring all calls taken have been resolved and if not resolved, ensure escalation has been done and the associate has been contacted.Setup, configured, installed and supported all PC equipment and peripherals.Hardware, software, and networking troubleshooting and repair.Responded to inbound technical calls and help desk tickets from advisors and assistants within Staples in an efficient, courteous, and knowledgeable manner.Provided detailed and comprehensive incident documentation in Staples tracking database.Firm-wide Systems and Software Administration.Provided hands on system administration support, system maintenance and operations support.Provided education to end-users on new and existing software functionality.Provided guidance on software and hardware enhancements.Set up and troubleshot domains, user accounts and software accounts.Configured, tested and troubleshot network connectivity and wireless access for local and remote computers or devices.Add or replace memory, new keyboards, motherboards, hard drives and other components.Formatted, installed, set up, maintained and troubleshot desktop and laptop computers with and for end users.Operations Manager, Staples 5/2014  6/2018Helped in the improvement to better align process and procedures to increase customer relationship and business revenue.Worked closely with clients, business partners and teammates to gather voice of the customer to determine ways to optimize servicing processes.Encouraged cross-training and peer mentoring and created team cohesion by involving staff in rollouts and strategic planning.Provided training to new associates on the proper way to communicate with customers; navigate and process service requests; and relay correct information to customer.Established strong product knowledge of computer and media devices and other applications.Modeled the way to establish and create a positive customer service environment.OTHER EMPLOYMENTTechnology Support Consultant, Soponi Education and Economic Development Corporation.EDUCATIONMitchell Community College, Statesville, NC (One Year in Computer Technology)Strayer University, Charlotte, North Carolina (Two Years)Denver Automotive and Technical College, Denver, Colorado (Automotive Technology)IT Fundamentals Comp TIA+ 12-week Boot CampIT Competency Based Certification Boot CampUniversity School, Fairfield, Connecticut  DiplomaIT Fundamentals  44 hoursWill take CompTIA+ TestChristopher M. Dowell