George Turner

Adept at driving IT solutions. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

On-Site IT Support |Nordic Global - Charleston, SC|03/2024 - 11/2024
 Supported and troubleshot various technologies and software, including Epic, Cerner, Windows 10/11, Microsoft Office Suite,
network and VPN connectivity, Citrix, and Mobile Device Management.
 Served as an internal escalation point for IT Service Desk Agents, resolving complex end-user issues.
 Functioned as a single point of contact for problems referred by other individuals, ensuring proper documentation, and
escalation as needed.
 Collaborated with executive leadership on technical issues, including computing, presentations, and virtual meetings.
 

Help Desk Manager|FEMA|04/2023 - 01/2024

 Successfully managed a multi-tiered help desk, overseeing incident management and request fulfillment while ensuring
timely resolution and user satisfaction.
 Conducted in-depth research and analysis to maximize system uptime, and deliver high-quality support services.
 Developed and maintained comprehensive guides, job aids, and standard operating procedures, enhancing operational
consistency and customer satisfaction.
 Leveraged Confluence to streamline knowledge sharing and improve resource accessibility, boosting team efficiency.
 Partnered with product owners to prioritize issues and align development efforts with user needs, bridging technical and
business objectives.

Service Desk Analyst |Canty Technology - Charleston, South Carolina|08/2020 - 04/2023
 Maintained end-user devices for over 150 clients and supported a user base exceeding 32,000 individuals, ensuring
seamless device performance.
 Trained and mentored new staff, delivering ongoing education on processes and procedures to maintain a skilled workforce.
 Consistently achieved and sustained a 75% billable ratio, demonstrating a strong focus on productivity and profitability.
 Collaborated with cross-functional departments to address and resolve high-visibility, complex issues with precision and
timeliness.
 Provided supervisors with accurate reports and metrics, facilitating data-driven decisions, and continuous improvement in
service quality.

Help Desk Support Specialist |Benefitfocus - Charleston, SC|08/2010 - 08/2020

 Installed and troubleshot hardware for over 1,300 end users, including Mac and Windows laptops in a dynamic enterprise
environment.
 Managed WSUS updates, conducted thorough patch testing, and implemented updates to maintain robust device security.
 Developed and maintained a comprehensive knowledge base, ensuring accurate and consistent guidance for customers and
team members.
 Administered V3 VDI software for offsite contractors, and provided tailored training to optimize their use of end-user
equipment.
 Demonstrated a commitment to excellence in service delivery through proactive support and clear communication.

The Citadel  |   Charleston, SC
Bachelor of Science: Business Administration