Francis Shimo
Pittston
Summary
Motivated and detail-oriented graduate with an Associate in Cyber Security, paired with over 7 years of customer service experience. Seeking to contribute to the Help Desk team as a Computer Support Assistant, leveraging technical troubleshooting skills, strong communication abilities, and a passion for providing top-notch user support in a dynamic IT environment.
Overview
3
3
years of professional experience
Work History
Line Worker
Gertrude Hawk
07.2024 - 12.2024
- Operated production line equipment and ensured adherence to quality control standards
- Collaborated with team members to meet daily quotas and improve overall productivity on the line.
Package Handler
FedEx
03.2024 - 07.2024
- Sorted and processed packages, maintaining a high level of accuracy and efficiency
- Followed safety protocols and ensured the safe handling of goods
Customer Support Representative
Wren Kitchens
01.2024 - 03.2024
- Resolved customer issues related to product installation and technical support
- Acted as the point of contact between contractors, customers, and designers to ensure smooth project execution
- Managed reports and followed up with clients to ensure satisfaction and timely completion of tasks
Mobile Device Technician
C3I Solutions
01.2023 - 01.2024
- Provided end-user support, diagnosing and resolving hardware/software issues for mobile devices
- Utilized Salesforce and Outlook to track issues, communicate with clients, and ensure issues were resolved efficiently
- Walked users through setup and troubleshooting processes, providing clear instructions and training on device functions
Customer Service Representative
Social Security Administration
08.2021 - 08.2022
- Delivered exceptional customer service, assisting clients with federal benefit inquiries and resolving case-related issues
- Administered case management, logged interactions, and provided timely follow-up to ensure issue resolution
- Demonstrated excellent communication skills by addressing user concerns professionally and efficiently
Education
Associate in Science (A.S.) - Cyber Security
Lackawanna College
Scranton, PAAssociate in Science (A.S.) - Computer Networking Systems
ITT Technical Institute
Dunmore, PAHigh School Diploma -
Scranton High School
Scranton, PASkills
- Windows Server
- CentOS
- Linux
- TCP/IP
- DNS
- Active Directory
- VMware
- Wireshark
- Salesforce
- Microsoft Outlook
- Shell Scripting
- SQL
- Hardware/Software Troubleshooting
- Encryption
- Help Desk Software
- Technical Support
- Problem Solving
- Customer Support
- Help Desk Support
- Technical Troubleshooting
- End-User Support
Key Strengths
Hands-on experience with help desk software, tracking and resolving support tickets., Skilled in diagnosing and resolving a range of hardware/software issues., Experienced in guiding users through setup, troubleshooting, and problem resolution., Committed to ensuring complete resolution of user issues by following up and documenting all support interactions., Capable of working independently while adhering to instructions and maintaining high service standards.
Skills Summary
Experience troubleshooting and resolving hardware and software issues, assisting users through various communication channels (phone, email, chat)., Strong verbal and written communication skills, capable of explaining technical concepts in clear, simple terms., Effective in diagnosing issues and applying logical solutions in a timely manner., Committed to providing high-quality service, ensuring that users’ issues are resolved completely and efficiently., Skilled in handling multiple tasks simultaneously while prioritizing requests to meet deadlines., Able to work well in team-oriented environments, collaborating with colleagues to meet shared goals.
Timeline
Line Worker
Gertrude Hawk
07.2024 - 12.2024
Package Handler
FedEx
03.2024 - 07.2024
Customer Support Representative
Wren Kitchens
01.2024 - 03.2024
Mobile Device Technician
C3I Solutions
01.2023 - 01.2024
Customer Service Representative
Social Security Administration
08.2021 - 08.2022
Associate in Science (A.S.) - Computer Networking Systems
ITT Technical Institute
High School Diploma -
Scranton High School
Associate in Science (A.S.) - Cyber Security
Lackawanna College
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