Alvin Frazier

IT Technical Support Specialist @Finding Ways Inc

Washington, DC, US

Provided helpdesk support and troubleshooting services for computer systems, software, hardware, and networks.Responded to ticket requests and customer service inquiries via phone, email, chat, and self-service portals.Diagnosed problems through root cause analysis and resolved technical issues on servers, desktops, laptops, printers, and networks.Followed standard procedures and documented details of support interactions, problems, and resolutions.Researched, identified, and implemented solutions using knowledge bases, manuals, system commands, and tools.Installed, configured, and upgraded computer hardware, software, systems, networks, printers and scanners.Collaborated with team members to brainstorm solutions and shared knowledge on resolving new technical issues.Recommend changes like AWS to improve helpdesk offerings, processes, documentation and utilization of new technology to improve reliability and redundancy in a scalable way.Identified knowledge gaps and passed the AWS Cloud Practitioner training to stay updated on new software, hardware, equipment and best practices. Studying for the CCNA exam now.Maintained customer satisfaction by ensuring issues are resolved in a timely manner meeting service level agreements.Performed daily system monitoring, maintenance tasks and regular asset audits and updates.Liaised with third-party vendors and outsourced IT partners when required.Adhered to all information security protocols for customer data protection and confidentiality.