Skyler Hayes
Charlotte,NC
Summary
Advancing my career in IT, passionate about technology and especially gifted with computers. Looking to learn new things about IT and where it can take my career, looking to improve upon my learned skills. Previous employers have described me as patient and intelligent. Advancement in the workplace is important to me, always looking for opportunities to improve. Creative problem solver, always willing to provide input to others. I'm frequently complimented for exemplary customer service skills.
Overview
5
5
years of professional experience
Work History
Field Services Technician
Lightwave Dental
08.2024 - 12.2024
- Supported 10 dental offices from Greenville SC, to Asheville NC
- Troubleshot and managed project management software, X-ray imaging software, and Intra-Oral cameras
- Utilized Remote Desktop Protocol, and Splashtop SOS to assist users, and update/repair workstations
- Provisioned workstations and installed all required software per practice, Installed and troubleshooted MFP's
- Acted as liaison between ISP's/aggregators for practices, managing outages and recovery, installed ISP equipment when necessary
- Disposed of workstations in compliance with information security policy
- Utilized ticketing system to manage and escalate service requests
- Created knowledge base articles for practices and technicians to use
- Ensured HIPAA compliance with workstation and server data storage/security
- Traveled frequently between offices to provide on-site support
- Used Active Directory, Azure, Intune, and 0365 admin to manage workstations and user accounts
IT Support
Ripple Fiber
10.2023 - 08.2024
- Procured, provisioned and distributed all employee computers and smart phone devices
- Troubleshooted with customers and technicians in the field
- Solved complex problems related to GPON network operations and Fiber networking
- Solved home networking issues for customers
- Managed company's Microsoft 365 services and license distribution, created rules for Exchange, supervised roll out of Azure company wide
- Managed RMM and utilized to remote into employee devices
- Managed around 200+ devices company wide and provisioned 150+
- Oversaw IT department during massive company growth
Consultation Agent
Geek Squad
05.2022 - 05.2024
- Provide customer services
- Diagnose issues with a wide range of devices
- Provide in depth descriptions of the issues for the repair agent to troubleshoot/repair
- Test devices that are to be re-sold
- Manage and file paperwork related to each client
Help Desk Support Agent
CENTENE
05.2022 - 12.2022
- Answered calls from employees and contractors who utilized Centene's SaaS
- Troubleshoot issues with employees Devices and Peripherals
- OTP Remote into user devices to follow troubleshooting steps and diagnose issues
- Create and manage escalation tickets if I was unable to fix the issue
- Utilize a knowledge base to diagnose and troubleshoot user issues
Office Associate
Food Lion
08.2019 - 05.2022
- Training new associates to work front end retail positions, and to adhere to Delhaize customer service standards
- Training advanced associates to make international transactions, NC lottery transactions, and money orders/bill payment transactions
- Upholding customer service standards, supervised others to maintain said standards
- Certified Western Union agent, performed daily money transfer transactions
- Accounting for all cash in the store, balanced register tills, entering information into our POS accounting system
- Maintained friendly relationships with team members and customers
Education
Information Technology -
My Computer Career
05.2022
Skills
- Ability to Work Under Pressure
- Communication
- Teamwork
- Microsoft Office
- Adaptability
- Accounting
- Active Directory
- Computer Literacy
- Customer Service
- Help Desk Support
- Leadership
- Microsoft Azure
- Microsoft Word
- Network Engineering
- Time Management
- Troubleshooting (Problem Solving)
Timeline
Field Services Technician
Lightwave Dental
08.2024 - 12.2024
IT Support
Ripple Fiber
10.2023 - 08.2024
Consultation Agent
Geek Squad
05.2022 - 05.2024
Help Desk Support Agent
CENTENE
05.2022 - 12.2022
Office Associate
Food Lion
08.2019 - 05.2022
Information Technology -
My Computer Career
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