Work Experience:
Mid-size MSP 07/2023 to 03/2024
Client Service Dispatcher
* Coordinate with technical team to ensure timely completion of service tickets
* Provide exceptional customer service by addressing client inquiries and concerns
* Maintain accurate records of service requests and customer interactions
* Track inventory of equipment and supplies for service needs
* Collaborate with vendors and suppliers for warranty support and replacement parts
* Monitor service ticket trends and provide feedback to management for process improvements
* Utilize computer software systems to input and update service requests and schedules
* Collaborate with other departments to ensure seamless communication and service delivery
* Utilize ConnectWise Manage software to input and track service requests
* Update ITGlue documentation for accurate and up-to-date client information
Education:
Houston, TX GPA 3.5
Applied Science in Network & Computer System Administrator
* Certificate in Cisco Network Analyst
* Certificate in Network & Computer System Administrator Basic Level I
* Certificate in Network & Computer System Administrator Advanced Level II
Relevant Coursework
CISCO Routing and Switching Computer Virtualization CISCO Scaling and Connection Networks Installing & Configuring Linux IT Essentials & Foundations Advanced C++
Installing & Configuring Windows Project Management
Advanced Window Server 2016 Business & Professional Communication
Technical
* Build, install, and upgrade computer hardware
* Install and configure software
* Trouble Shoot hardware and software failures/bugs
* Provide technical support
* ConnectWise IT Management Software, IT Glue
* Microsoft Office (Excel, Word, PowerPoint, Outlook, OneNote) Windows 10 (Pro, Professional, Enterprise)
* Windows Server 2016, VMware, C++ (Windows Visual Studio 2019) Linux
Soft Skills:
Teamwork Customer Service Problem Solving Adaptability Work Ethic
Technical Certification & Summary
* CompTIA A+ Certification
* Linux Essentials Certification
