Isaiah Hemphill5114 Sunview Valley, San Antonio, TX 78244

isaiahhemphill@gmail.com • 2105844197

 

Helpdesk Technician

Summary

Certified Security Plus Technician with more than 10 years of experience when schooling is included, seeking an opportunity in Information Technology Field. A seasoned Help Desk professional with strong customer interaction skills. Administrative expertise in Networking, Database Hierarchy, and Microsoft Operating Systems. Expert knowledge of Security Information Systems, Customer Resolution, and Remote assistance. Currently have a secret clearance, Microsoft Windows 7 Configuration Certification, Security + certificate and 2 years of networking and Cisco classes.

Experience

Salient CRGT, San Antonio, Texas   Oct 2011 to Aug 2016

Computer Operator 2

Helped Medical Professionals in the army all over the world with Active Directory, Computer Drivers , Network support, Email Functionality, Server Settings; Email Migration; and anything that could be resolved following guidance from a knowledge base to ensure proper procedure was completed and was in bounds per the contract agreement with each base throughout the army. Was the top technician on the desk and was provided extra compensation of 25 dollars a week for  almost an entire year (Have documentation to prove).Also held the record for most Bomgars taking in one entire month. Excellent ability to learn anything computer related; quick learner and had one of the highest first call resolutions on the desk and call numbers. Support tools used include, Bomgar, Dameware, Remedy, RDP, Guided by knowledge base to follow procedures but was provided the ability to go above and beyond in order to fix any problem our customers may have had all in the bounds of remote support. Team worker who enjoyed sharing knowledge with coworkers around me. Also helped with Office formatting and editing documents and any formatting support a customer may have had.

 

Indus Corporation, San Antonio, TexasApril 2011 to Oct 2011

Helpdesk Computer Technician

Assisted with DRA Air Force version of Active Directory, and other user database proprietary software. Performed help using remote desktop, installed and uninstalled bad drivers,  facilitated mapping of Network Printers and Drives, Helped with network access on Air Force Network, configured lan/wan settings, and proxy networks, etc

•Fulfilled Support to 800,000 Air Force Personnel at bases worldwide using (DRA) Air Force version of Active Directory, (Remedy) Air Force trouble ticket generated resolution software and other user database proprietary software

•Installation, configuration, troubleshooting, support, and maintenance of PC hardware and peripherals including desktop computers, printers, scanners, modems, and networked printers.

 

Pace Formerly 2Wire, San Antonio, Texas2007 to 2011

Tier1 Help Desk Specialist

Served as top quality technical support specialist. Assisted two million customers with their computers, VoIP, and TV related issues throughout the United States. Creating top quality results,

•Served as support + technician giving the opportunity to perform tasks not held by other technicians in the same job field.

•Knowledge of Email Client issues having to do with setting pop, smtp, port settings. Performed support of Windows 95,98,2000,XP,Vista, and Windows 7. Extensive knowledge in using Att tools: Clarify, performed email support through Genesis, G2, SDP, Mycsp, Afss, MDC, OMS-performed assistance in upgrading customers accounts and downgrading. Resolved supervisor escalations, Took over supervisor calls, and Improved customer service based on client feedback through the implementation of new policies

 

Rodriguez and Sons, San Antonio, Tx2005 to 2007

Journeyman

Installation of drywall and ceiling tile, Interpreted blueprints on job sites to comply with job specs, Worked with other foreman’s, superintendents, and ran jobs. Maintained and encouraged customer loyalty through the courteous and efficient resolution of disputes, complaints, and discrepancies and identified problems and proposed solutions.

 

J.C. Penny’s, San Antonio, Tx2003 to 2004

Assistant Supervisor

Maintained inventory, operated machinery, unloaded supply trucks, supervised and instructed workers to ensure the success of a store relocation. Planned procedures and methods relating to delivery, shipment, safety practices and fire prevention. Made recommendations and suggestions on problems relating to space, trucking, stock control and staff. Assisted and diffused situations involving upset and argumentative customers

 

Education

Judson High School, Converse, Texas2004

H.S.

GPA: 3.0. 2 Years of Advanced courses in Computer Networking and Cisco System Administration

Skills

•Oral Communication

•     Video Editing

•     Flash Editing

•     Commands used in Dos and CMD

•Maximizing Productivity and Profits

•Computer/Network Security

•Configuration Management

•Crisis and Risk Management

•Critical Problem-Solving,

•Customer Liaison

•Advanced Networking

•Expert Troubleshooting