Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

George Lewis

Macon

Summary

Reliable Tier 2 Technical Support Engineer with background in troubleshooting and resolving complex technical issues, maintaining high customer satisfaction levels. Demonstrated strengths include strong analytical skills, effective communication, and ability to quickly learn new technologies. Previous roles indicate success in improving efficiencies by identifying recurring problems and implementing solutions.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Tier 2 Technical Support Engineer

Humana
Louisville
08.2020 - Current
  • Provided technical support to Tier 1 and Tier 2 customer inquiries via phone, email, and chat.
  • Created detailed documentation for each customer interaction including problem resolution information.
  • Monitored performance of networks and systems in order to prevent outages or slowdowns during peak times.
  • Developed training materials for users on newly implemented systems or processes.
  • Resolved escalated issues through diagnosis and troubleshooting of hardware, software, network systems, and applications.
  • Ensured compliance with industry standards related to security and privacy regulations.
  • Installed operating systems and applications on user computers remotely or in-person visits when necessary.
  • Utilized knowledge base to resolve common technical issues quickly and efficiently.
  • Collaborated with teams to solve technical customer problems across product suites.
  • Configured and installed hardware and software solutions to meet organizational needs.

Tier 1 Technical Support Representative

H.O.P.E. Inititives
Macon
05.2017 - 11.2019
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Oversaw daily performance of computer systems.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.

Education

Information Technology

Central Georgia Technical College
Macon, GA
04-2020

Skills

  • Network troubleshooting
  • Hardware installation
  • Software configuration
  • Technical documentation
  • User training
  • Customer support
  • Software updates
  • Networking fundamentals
  • Remote support
  • Mobile device support
  • Ticketing systems
  • Communication skills
  • Incident management

Certification

  • Computer Hardware Specialist - CGTC - 4/30/2020
  • CompTIA A+ Certified Technician - CGTC - 4/30/2020
  • Network Technician CGTC - 4/30/2020
  • PC Repair and Network Technician - CGTC - 4/30/2020
  • Computer Support Specialist - Desktop Support - Kentucky Industry Recognized Apprenticeship Program - 5/10/2022
  • Zscaler Private Access (ZPA) Training - 9/12/2023

Timeline

Tier 2 Technical Support Engineer

Humana
08.2020 - Current

Tier 1 Technical Support Representative

H.O.P.E. Inititives
05.2017 - 11.2019

Information Technology

Central Georgia Technical College

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George Lewis