Koran Coffey
Upper Marlboro,MD
Summary
Adept IT Technical Support Specialist with a proven track record at the Food And Drug Administration, enhancing system performance and user satisfaction. Excelled in hardware diagnostics and advanced troubleshooting, coupled with exceptional service support skills. Achieved significant reductions in response times by efficiently managing technical issues and fostering positive customer interactions.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows systems. Proven skill in resolving problems quickly on first call.
Overview
6
6
years of professional experience
Work History
IT Technical Support Specialist
Food And Drug Administration
01.2023 - Current
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi and cellular.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Tested new software and hardware prior to deployment.
- Monitored system performance to identify potential issues.
Electronics Team Lead
Target
09.2020 - 01.2022
- Provided technical support to engineers on variety of engineering tasks.
- Collaborated with higher level support staff to confer with engineers on details and implications of test procedures and results.
- Conducted basic to moderately complex materials test and analysis.
- Operated, inspected and maintained test setups and equipment to detect malfunctions.
Overnight Stocker and Receiver
Target
01.2020 - 01.2022
- Adhered to safety processes and procedures when stocking store to avoid falls and other injuries.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
Electrician Helper
Toms Electric
06.2019 - Current
- Organized materials and tools in to maintain clean and neat work areas.
- Helped complete system installations, digging trenches, and breaking up concrete.
- Pulled wire through conduits and through holes in walls and floors.
Grocery Stocker
Giant Food Stores
01.2019 - 03.2020
- Checked aisles for spills to complete quick clean-up.
- Placed products in correct storage locations to keep stock areas organized and inventory counts accurate.
- Removed debris and packaging from boxes and separated for recycling or disposal.
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
Education
Trade - Information Technology
Penn Foster Career School
Scranton, PA09-2021
Trade - Information Technology
Prince George's Community College
Upper Marlboro, MD01-2018
High School Diploma -
Gwynn Park Highschool
Brandywine, MD01-2016
Skills
- Help desk support
- Hardware installation
- System configuration
- Incident management
- Network administration
- Software diagnosis
- Service support
- Hardware diagnostics
- Desktop support
- Operating systems
- Ticket support system management
- Application installations
- Hardware troubleshooting
- Software installation
- Microsoft office specialist (MOS) master
Timeline
IT Technical Support Specialist
Food And Drug Administration
01.2023 - Current
Electronics Team Lead
Target
09.2020 - 01.2022
Overnight Stocker and Receiver
Target
01.2020 - 01.2022
Electrician Helper
Toms Electric
06.2019 - Current
Grocery Stocker
Giant Food Stores
01.2019 - 03.2020
Trade - Information Technology
Penn Foster Career School
Trade - Information Technology
Prince George's Community College
High School Diploma -
Gwynn Park Highschool
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