Kristopher Harvey
Augusta
Summary
Experienced lead mobile repair technician and also advanced technical support representative. I am Wise certified, as well as Apple & Samsung certified. I have knowledgeable experience in the medical field as a Pharmacy Technician. I obtained a certificate from Google Cybersecurity in May of 2024. Have maintained a great work ethic with also experience as a manager in previous roles. Started a new position at Lumen Technologies as a service desk analyst. I also recently obtained my CompTIA Security+ SY0-701 certification in Feb of 2025. I intend to further my career in the Cybersecurity field.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Operations Technical Support/Service Desk Analyst
Lumen Technologies
11.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Works effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Monitored system performance to identify potential issues.
- Resolved user authentication and access problems
- Managed user accounts, groups, and organizational units (OUs) within Active Directory
- Experience with ServiceNow ticketing system
- Experience with LanSweeper Asset Management Tool.
- Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
- Worked with users to determine areas of technology in need of improved usability.
- Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
Help Desk Support
JustAnswer
02.2024 - Current
- Provides technical support to end-users via phone and remote access.
- Diagnoses system malfunctions and provides troubleshooting assistance.
- Tackles troubleshooting and problem resolution to support end-user technical issues.
- Identifies problems in printers, scanners, and networking hardware, applying required fixes or escalating issues.
- Conducts remote diagnostics to identify and solve technical problems.
- Escalates tickets to the proper department
- Experience troubleshooting macOS, Windows, and mobile devices.
TECHNICAL SUPPORT ADVISOR TIER 2
Concentrix
11.2023 - 02.2024
- Provided technical support to 30+ customers per day for Apple devices and products, translated complex technology concepts into accessible language, and deliver guidance to customers to deliver timely resolutions and ensure satisfaction.
- Communicated empathetically with frustrated customers to resolve problems and calmly guided them through the technical support process.
- Coordinate with the escalations team to identify solutions for Tier III issues and ensure timely resolution to maintain positive client relationships.
- Performed system configuration changes according to customer requirements.
- Diagnosed hardware and software problems related to customer's environment.
- Ensured compliance with corporate security policies at all times.
- Provided feedback regarding product features or user experience improvements.
- Participated in regular team meetings for status updates and brainstorming ideas.
- Maintained detailed documentation of all work performed in the ticketing system.
- Supported customers with online billing, access and account issues.
- Stayed on top of the latest software developments to enhance job knowledge.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Educated customers on the proper use of their Apple products in order to maximize usage potential.
- Maintained a comprehensive knowledge of current Apple products and services.
- Assisted customers with setup and installation of Apple products.
- Demonstrated how to use the full range of features available on Apple products.
INVENTORY SPECIALIST/IT SUPPORT SPECIALIST
Kobiton
11.2022 - 11.2023
- Prepare and maintain a list of depleted or unusable inventory.
- Helped warehouse team count inventory monthly.
- Pulled customer orders and verified accuracy.
- Reordered parts, items, and equipment as needed.
- Compiled weekly, monthly, and quarterly data reports for senior management meetings.
- Troubleshot windows and MAC computer systems and mobile device hardware to support business operations, which included debugging and testing new software.
- Resolved technical issues for client businesses, which included diagnosing complex configuration issues.
- Used Active Directory to authorize and authenticate users and devices.
- Used Zendesk as a ticketing system.
LEAD MOBILE REPAIR TECHNICIAN
Assurant
09.2021 - 12.2022
- Used a ticketing system for mobile repairs.
- Assisted with training new technicians on proper repair techniques.
- Provided technical support to customers regarding their mobile devices.
- Followed manufacturer guidelines when performing repairs or upgrades.
- Conducted quality control inspections of repaired mobile devices.
- Ensured compliance with safety regulations during repairs.
- Configured settings to optimize user experience on a variety of platforms.
- Maintained inventory of spare parts for repairs.
- Recovered lost data from malfunctioning mobile phones.
- Performed diagnostic tests on mobile devices to identify and troubleshoot issues.
- Resolved software compatibility issues between different platforms.
- Updated device firmware and operating systems for optimal performance.
- Inspected returned products for warranty-related defects or damage.
- Created detailed repair reports for each job performed.
- Troubleshot hardware components such as RAM, ROM, SIM cards.
- Installed, configured and tested software applications on mobile devices.
- Repaired damaged ports, jacks and connectors on mobile devices.
- Replaced broken parts such as LCD screens, motherboards and batteries in mobile devices.
- Assisted in the recruitment, selection, onboarding, and training of new staff members.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Coached, mentored and trained team members in order to improve their job performance.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Conducted performance reviews for team members.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Managed inventory levels to meet demand without overstocking, reducing waste.
CUSTOMER SERVICE REPRESENTATIVE/ TIER 1 TECHNICIAN
Cox Communications
02.2021 - 09.2021
- Researched solutions to customer inquiries using available resources.
- Assisted customers with setting up their internet connection, configuring routers, and connecting devices to the network.
- Diagnosed hardware and software problems related to the internet connection and worked with various departments for resolution.
- Monitored customer feedback regarding service quality and responded appropriately when needed.
- Provided guidance on how to use different types of online services such as web browsing, email, social media.
- Provided support to customers via phone and email in a fast-paced environment.
- Utilized advanced diagnostic tools for resolving complex technical issues related to internet connections.
- Served as first point of contact for incoming technical service calls and emails.
- Supported customers with online billing, access and account issues.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Guided customers through step-by-step solutions in a clear and concise manner.
ADVANCED TECHNICAL SUPPORT TIER 3
AT&T
12.2018 - 02.2020
- Diagnosed and troubleshot technical issues related to computer devices, [delivered quality customer service and achieved a 91% satisfaction rating on exit surveys].
- Investigated reported incidents and worked with other departments to resolve them promptly.
- Ensured customer satisfaction by providing prompt resolutions to their inquiries.
- Responded quickly to escalated calls from Tier 1 and 2 Technical Support staff members.
- Analyzed complex user requirements and suggested suitable alternatives or upgrades.
- Acted as a liaison between customers and other internal departments when needed.
- Provided technical support to clients over the phone, email, and through remote access sessions.
- Participated in training sessions on new technologies or services offered by the company.
- Maintained accurate records of customer interactions using a ticketing system.
- Conducted regular follow-up calls with customers after issue resolution was complete.
- Maintained an up-to-date knowledge base of current products and services available.
- Diagnosed hardware and software problems and determined appropriate solutions.
- Updated existing documentation related to procedures, processes, policies and best practices.
- Supported customers with online billing, access and account issues.
- Provided quality customer service in a high-volume call center, processing transactions, and assisting with service sign-ups.
- Reduced cancellation rates on customer calls [by 30%] by utilizing conflict resolution techniques and communicating effectively with a diverse client base.
Education
HIGH SCHOOL DIPLOMA IN BIOLOGY -
Bishop Loughlin Memorial High School
Brooklyn, NY06.2014
IN BIOLOGY -
Baton Rouge Community College
Skills
- Linux Line-Command
- Analytical Skills
- Team Management
- Programming (SQL, Python)
- Incident Response
- Remote technical support
- Splunk
- Google Chronicle
- SIEM
- SaaS
- Network Security
- Device Management
- Security Frameworks (NIST, CSF, CIA Triad)
- Hardware Repair
- Software Repair
- Mobile Device Repair
- Help Desk Support
- Technology Support
- Windows Support
- MAC OS
- Active Directory
- ServiceNow experience
Certification
- Google Cybersecurity Professional Certificate
-CompTIA Security+ SYO-701
-CompTIA ID- COMP001022715144
Accomplishments
-Obtained my Google Cybersecurity Professional certification in May, 2024.
-Obtained my CompTIA Security+ certification in Feb, 2025.
Timeline
Operations Technical Support/Service Desk Analyst
Lumen Technologies
11.2024 - Current
Help Desk Support
JustAnswer
02.2024 - Current
TECHNICAL SUPPORT ADVISOR TIER 2
Concentrix
11.2023 - 02.2024
INVENTORY SPECIALIST/IT SUPPORT SPECIALIST
Kobiton
11.2022 - 11.2023
LEAD MOBILE REPAIR TECHNICIAN
Assurant
09.2021 - 12.2022
CUSTOMER SERVICE REPRESENTATIVE/ TIER 1 TECHNICIAN
Cox Communications
02.2021 - 09.2021
ADVANCED TECHNICAL SUPPORT TIER 3
AT&T
12.2018 - 02.2020
IN BIOLOGY -
Baton Rouge Community College
HIGH SCHOOL DIPLOMA IN BIOLOGY -
Bishop Loughlin Memorial High School
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