Edward Horton jr

Professional Software Support Engineer in the greater Austin Metropolitan area skilled at resolving complex computer service issues in a timely manner. Seeking a position to utilize my skills and abilities in the Industry that offers professional growth while being resourceful, Highly innovative and flexible.

SKILLS:

Application Support, Troubleshoot, Customer Service, Hardware, Applying problem solving techniques, Mac OS, Microsoft windows operating system, software diagnosis, software issues, system administration, Ticket Maintenance, Communication skills, Information technology, Detail Oriented, Linux, Firewalls,

Computer Networking, Computer Operation, Desktop Support, Operating system, Technical Support, Active Directory Network support, VPN, Remote Access Software, DNS, ServiceNow, Salesforce, Mobile Devices, IT support, Driver.

Level II software support:

● Process incoming calls from Users and Make outbound calls to users from different facilities, converse with users and business partners over chat by using ring central and office 365, Mac OS.

● Coordinate Facilitate escalated tickets from L1 team, Escalate tickets to NCR support if needed.(Hardware)

● Create tickets for affected devices or any incidents,

● Note accounts with details about issues with any machines such as printers, scanners, software, emails, systems or programs ● Remotely VPN into any system or computer Technology Accommodates includes:

● Use Microsoft sql.

● Mac os

Google suite

PowerShell Scripting

Proficient in PowerShell scripting for task automation and system administration.

Developed and maintained PowerShell scripts to streamline routine tasks, reducing and manual workload.

Active Directory Management

Extensive experience in leveraging PowerShell for active directory

Federal Express, Pensacola, FL — Delivery Driver

June 2010 - December 2020

● Unload Trucks

● Scan packages

● Clean trucks

● Deliver packages to customers, businesses, and different ship centers of Federal Express.

● Provide Excellent Customer Service to Customers

● Answer phone calls at ship station from customers and shipping team.

● Information Technology support team.

Verizon Wireless Austin, TX — Retail Sales Associate

November 2010 - April 2019

● Call Customers and take incoming calls about their wireless service.

● Credit accounts and Reconcile delinquent accounts and offer resolutions.

● Establish payment arrangements

● Take escalations from customers

● Troubleshoot any issues with device or operating system ● Address Clients face-to-face to understand their needs.

● Establish accounts in store

● Educate Clients about products and services dealing with any new or previous information related to items.

EDUCATION

University of Central Arkansas, Conway, AR — Bachelor of Science

Radiology

August 2011 - December 2017

AWARDS

Dean’s List ( University of Central Arkansas)

Community Builder Award (St. Mark Baptist Church)

Employee of the Month Award (Central Health)

Department Mvp Award (Verizon Wireless)

Work Anniversary Award (Federal Express)