Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Zachary Howry

Cameron Park

Summary

Competent Information Technician well-versed in assisting Entry level users with diverse computer systems, mobile devices, and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.

Overview

6
6
years of professional experience

Work History

IT Support

Precision Flight Controls
02.2021 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted with updating technical support best practices for use by team.
  • Researched product and issue resolution tactics to address customer concerns.

Apple Support Technician

Power On Services
10.2020 - 02.2021
  • Conducted 25-35 minute tests of components and systems to evaluate performance and identify concerns.
  • Developed corrective action plans and prevention strategies to improve product reliability.
  • Executed diagnostics, troubleshooting and evaluations on Macbook laptops.
  • Determined maintenance requirements and assigned repairs to qualified employees.
  • Meticulously tracked all parts and devices used on each service record.

Technical Support Specialist

Applefix Pro's
03.2020 - 10.2020
  • Assessed system hardware and software and suggested modifications.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Created support documentation that enabled user community to find resolutions to questions without intervention from support team.
  • Recorded and maintained relevant notes for each client and work order.

Entry Level Technician

Bitwise Computer Repair
01.2018 - 03.2020


  • Developed corrective action plans and prevention strategies to improve system reliability.
  • Completed all job reports and logs immediately following service calls.
  • Conducted hourly tests of components and systems to evaluate performance and identify concerns.
  • Executed diagnostics, troubleshooting and evaluations on customer equipment.
  • Assisted Head Technician in developing specialized fixtures, test equipment and procedures for failure analysis.

Education

Computer Science -

Sierra College
Rocklin, CA

Skills

  • Utilization of varying RSAT's such as Active Directory
  • Desktop/Laptop Component Repair
  • Remote desktop server deployment
  • Software Debugging
  • Windows 7, 10, and 11 support
  • Windows server 2016
  • Application development support
  • 3 years managing LinuxOS systems (Ubuntu 2004, 2204)
  • 5 years experience utilizing varying ticketing systems
  • Customer service expert

Accomplishments

  • Promoted to Senior Help Desk after 6 months of employment.
  • Increased number of resolved job tickets by 12% over previous year.
  • Collaborated with team of 6 in the development of San Juan school district mobile project.

Timeline

IT Support

Precision Flight Controls
02.2021 - Current

Apple Support Technician

Power On Services
10.2020 - 02.2021

Technical Support Specialist

Applefix Pro's
03.2020 - 10.2020

Entry Level Technician

Bitwise Computer Repair
01.2018 - 03.2020

Computer Science -

Sierra College

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Zachary Howry