Timohy Musick
Rockville
Summary
Friendly Help Desk Technician with 14 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician
GEICO, Government Employees Insurance
09.2009 - 10.2023
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices, and software to set up work stations for employees.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided basic end-user troubleshooting and desktop support.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Monitored systems in operation and quickly troubleshot errors.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Assisted with updating technical support best practices for use by team.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Configured and tested new software and hardware.
- Helped streamline repair processes and update procedures for support action consistency.
- Offered assistance in implementing and developing training programs.
- Tested new software and hardware prior to deployment.
Education
High School Diploma -
The Academies Of West Memphis Charter School
West Memphis, AR06.1985
Skills
- Ticket Management
- Issue Resolution
- Technical Support Triage
- Support Ticket System Management
- Help Desk Software
- Technical Documentation
- Technical Troubleshooting
- User Support
- Incoming Call Management
- Customer Service
- Computer Diagnostics
- Desktop Support
- Incident Management
- Help Desk Support
- Support Services
- Remote Technical Support
- Active Listening
- Interpersonal Skills
- A Certification
- Friendly and Patient
- Highly Professional
- Attention to Detail
- Customer Communication and Empathy
Certification
- A+ Certified Professional IT Technician, Comptia - unexpiring
Timeline
IT Help Desk Technician
GEICO, Government Employees Insurance
09.2009 - 10.2023
High School Diploma -
The Academies Of West Memphis Charter School
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