Computer Technician
Content
_ _ DERRICK TISDAL 14664 Sir Barton Dr., Apt. B Noblesville, IN 46060 (317) 437-6167 [email protected] _TARGETING HELPDESK POSITIONS_ Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues. Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, tools and testing methodologies. Performed server installations and software refreshes for Huntington Banks and Home Depot at various locations in Indianapolis and the surrounding area. TECHNOLOGY SUMMARY CERTIFICATIONS: CompTIA A+ SYSTEMS: Windows 9X/NT/2000/XP/Vista/Win7, Novell NetWare, Mac OSX SOFTWARE: All Microsoft products, Lotus Notes, Adobe, Open Office, Parallels Virtual software, MacOffice and many other software products. IT EXPERIENCE Sarcom - Indianapolis, IN * COMPUTER TECHNICIAN, (2010) Performed short term projects such as software refreshes and server setup and replacement. Ecco Select a" Kansas City, MO * CONTRACTOR, (2009 to 2010) Handled short term IT projects ranging from hardware replacement to Network administration issues. AT&T a" Indianapolis, IN HELPDESK ANALYST, (2008 to 2009) Handled technical troubleshooting and customer service within an enterprise call center environment. including system crashes, software installation, router configurations, wireless issues, data recovery and connectivity and system security problems. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if
appropriate), resolution and closure of trouble tickets. Jones College a" Jacksonville, FL * NETWORK ASSISTANT / INTERN, (2001 to 2003) Provide networking/desktop support and perform network, active directory account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty. Selected Contributions: Researched and developed knowledge-base articles for DSL issues, resulting in an increase in first-call-resolutions of 20 additional calls per week that saved company $57K annually. Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 75%-90% on all calls (outperforming average of 90%). Handled 30+ technical/mission-critical calls daily and consistently met high service standards. Configured, assembled and sold computer systems according to customer specifications. EDUCATION Jones College a" Jacksonville, FL, work towards B.S. in Business Administration GPA: 4.0
Concurrent Employment with College Studies: * STUDENT HELPDESK networking/desktop maintenance tasks. work excellence in TECHNICIAN (2001 to 2003): Provide support and perform mainframe and account Earned commendations for teamwork, flexibility and providing IT support to students and faculty.
Central Piedmont Community College a" Charlotte, NC, A.A.S. Criminal Justice
GPA: 2.9/3.7
appropriate), resolution and closure of trouble tickets. Jones College a" Jacksonville, FL * NETWORK ASSISTANT / INTERN, (2001 to 2003) Provide networking/desktop support and perform network, active directory account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty. Selected Contributions: Researched and developed knowledge-base articles for DSL issues, resulting in an increase in first-call-resolutions of 20 additional calls per week that saved company $57K annually. Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 75%-90% on all calls (outperforming average of 90%). Handled 30+ technical/mission-critical calls daily and consistently met high service standards. Configured, assembled and sold computer systems according to customer specifications. EDUCATION Jones College a" Jacksonville, FL, work towards B.S. in Business Administration GPA: 4.0
Concurrent Employment with College Studies: * STUDENT HELPDESK networking/desktop maintenance tasks. work excellence in TECHNICIAN (2001 to 2003): Provide support and perform mainframe and account Earned commendations for teamwork, flexibility and providing IT support to students and faculty.
Central Piedmont Community College a" Charlotte, NC, A.A.S. Criminal Justice
GPA: 2.9/3.7
