IT Support Specialist

Experience

Memphis Record Pressing, Memphis, TN
IT Support Specialist Mar 2023 - Present
• Install, configure, and troubleshoot hardware and software for employees, ensuring optimal system performance.
Provision and maintain company-wide IT infrastructure.
• Maintain meticulous records of network configurations, device specifications, and issue resolutions to enable efficient
troubleshooting. Streamline IT operations.
• Deliver first line and advanced phone/email support, resolving a broad spectrum of user issues while achieving an
impressive 85% first-call resolution rate. Provide exceptional user support.
• Contribute to the knowledge base by documenting solutions and procedures, leading to a 15% decline in recurring
support tickets. Drive knowledge sharing.
• Configure user emails and set up essential peripherals to ensure new employees have a smooth technological
transition. Facilitate seamless onboarding.
• Implemented a barcode/RFID inventory tracking system.

Flex LTD, Memphis, TN
Computer Repair Technician Oct 2018 – Aug 2019
• Identify root causes of computer hardware problems (motherboards, RAM, hard drives, power supplies, etc.) using
diagnostic tools and systematic analysis. Diagnose and troubleshoot hardware malfunctions.
• Address operating system errors, software conflicts, malware infections, performance bottlenecks using
troubleshooting techniques and software tools. Resolve software issues.
• Set up new computer systems, install operating systems, drivers, applications, and security software. Install and
configure hardware and software.
• Implement regular cleaning procedures, system optimization, and software updates to ensure computers run smoothly
and minimize future problems. Perform preventative maintenance.
• Recover lost files and implement data backup procedures to protect critical information. Data recovery and backup.
• Track repair history, inventory, and client information for future reference. Maintain clear documentation.
• Reduced repair turnaround time by 25% through the implementation of a streamlined diagnostic and repair workflow.
• Achieved a 90% first-time fix rate by carefully analyzing root causes and implementing lasting solutions.
• Decreased warranty claims by 15% through proactive maintenance and thorough quality control checks.
• Reduced replacement costs by 10% through accurate diagnostics and targeted repairs. Optimized parts utilization.