SILAS WOOLLARD
Hamptonville
Summary
Efficient and resourceful problem-solver with positive attitude and exceptional communication skills. Possesses foundational understanding of computer systems and software, coupled with ability to troubleshoot hardware and software issues. Committed to delivering effective technical support and enhancing user satisfaction.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Help Desk Technician
NRTC - National Rural Telecommunications Cooperative
08.2024 - Current
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Implemented preventative measures that reduced recurring technical issues faced by users, increasing overall efficiency levels.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
Machine Operator Lead
Kooks Custom Headers
06.2023 - 07.2024
- Leading a small team that comprises of CNC, laser, hydraulic press, and wire bending operations. Maintained a schedule to allocate parts to other departments or send out to customers.
Education
High school or equivalent -
North Iredell High School
Olin, NC06.2015
Associate - Cybersecurity
Forsyth Technical Community College
Winston-Salem, NC05.2025
Skills
- Software updates
- Issue resolution
- Hardware repair
- Remote system analysis
- Security protocols
- Network configuration
- Network infrastructure monitoring
- Ticket support system management
Certification
Security+
Timeline
Help Desk Technician
NRTC - National Rural Telecommunications Cooperative
08.2024 - Current
Machine Operator Lead
Kooks Custom Headers
06.2023 - 07.2024
Associate - Cybersecurity
Forsyth Technical Community College
High school or equivalent -
North Iredell High School
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