Justin O. Norris
Chesapeake,VA
Summary
To secure a long-term position as an Information Technology Professional with diverse opportunities and responsibilities. Summary of Qualifications Very Accurate PC Technician Skills Implemented and maintained software such as windows 7, Windows 8 and server 2008 Windows XP and Linux based software and Microsoft Office 2003 – 2010 Configured Cisco Routers, assembled network cables, built networks using TCP/IP
Overview
11
11
years of professional experience
Work History
Technical Support Supervisor
Liberty Tax Service
10.2021 - Current
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to store technical support needs.
- Monitored systems in operation and quickly troubleshot errors.
- Translated complex technical issues into digestible language for non-technical users.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
Technical Support Representative
Family Dollar
10.2020 - 10.2021
- Provided support for Franchise stores including but not limited to setting up new computers and printers in the office through remote support
- Provided some helpdesk support, Helped maintain store devices including Registers and components
- Including receipt printers
- Scanners
- Store printers
- Store network devices
Technical Support Analyst
Liberty Tax
11.2017 - 04.2019
- Remote Desktop repairs of computers and Proprietary tax software Remote Desktop Repair of network and connectivity issues Remote Setup/Migrations of New Computers and Offices Assess and interpret incoming issues to find the best response to Technical Issues Provide coaching and or assistance with seasonal Technical Support Representatives as needed
Computer Tech
Centura College
09.2012 - 12.2013
- Repair broken computers
- Assist others with printer and scanner problems Change Printer ink and printer wheel Re-issue passwords and administrator passwords Change and updates operating systems
- Experience
Education
Associates - Computer Networking Management
Centura College
Chesapeake, VAGED Diploma -
Indian River High School
Chesapeake, VASkills
- Customer Service Expertise
- basic networking setup
- Employee Performance Management
- Desktop Support
- Software Diagnosis
- Data Connectivity
- Technical Support and Assistance
- Windows 10
- Support Ticket System Management
- Application Installation
- Staff Training
Timeline
Technical Support Supervisor
Liberty Tax Service
10.2021 - Current
Technical Support Representative
Family Dollar
10.2020 - 10.2021
Technical Support Analyst
Liberty Tax
11.2017 - 04.2019
Computer Tech
Centura College
09.2012 - 12.2013
Associates - Computer Networking Management
Centura College
GED Diploma -
Indian River High School
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