BRIAN TOMPKINS Mohegan Lake, NY 10547 (914) 486-1699 - bct1984@me.com PROFESSIONAL SUMMARY Organized and dependable candidate with twenty-two years experience in the workforce. The candidate is successful at managing multiple priorities with a positive attitude with the willingness to take on added responsibilities to meet team goals. The candidate that is well-versed in setting up hardware and software components. Experienced in optimizing systems to address dynamic needs, improve collaboration and strengthen security. Skillful in weighing crucial business and IT needs against computer system and procedural limitations to assess roadmaps for optimal functions. Dedicated computer systems professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. SKILLS Information gathering/research Budgeting Bookkeeping G-Suite MS Office Organization and Time Management Good Telephone Etiquette Dependable and Responsible Upgrade, troubleshoot, and maintain computer hardware, operating systems Microsoft Windows Server and Linux Administration Securing MacOS, Windows, Linux, Android, iOS and iPad OS Network Security Administration Database management Digital Marketing Digital and Social Media Marketing Customer Service Video editing and Graphic Design WORK HISTORY 08/2020 to Current IT Analyst - Remote Intuitive Solutions – Austin , Texas Analyzing current IT systems, architectures, and processes. Identifying risks, opportunities, faults, and areas for development within the company's IT framework. Reporting issues, advances made, and other important information to stakeholders. Advising management on weak points, avenues for improvement, and risks in the company's IT infrastructure. Advising management on weak points, avenues for improvement, and risks in the company's IT infrastructure. Supported team needs with research and problem-solving abilities. Analyzed current information and helped develop plans to address needs. Helped department set up equipment for meetings, events and operations. Adapted to changing markets by developing and assisting with cloud-based company projects Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions. Analyzed existing systems and databases and recommended enhancements to solve business needs 05/2019 to 08/2020 IT Support Specialist - Remote Intuitive Solutions – Austin , Texas Created help desk tickets, troubleshot and resolved desktop issues. Developed and tested new product offerings prior to release to assist development team in bug identification. Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Provided Tier 1 IT support to non-technical internal users through desk side support services. Determined hardware and network system issues using proactive troubleshooting techniques. Prepared new computers and mobile devices according to internal policies on standardized software and security deployments. Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes. Answered questions and provided information to customers about new software or hardware. Coordinated with telecommunications providers to discern and address third-party outages and related impacts. Collaborated with HR department to design standardized onboarding processes and training assets. Delivered onsite technical support for a company of 500 employees. Managed backup and recovery of valuable data assets to safeguard availability and comply with applicable regulations. Updated and modified systems to maintain required performance metrics and safeguard against security flaws. Assisted customers in identifying issues and explained solutions to restore service and functionality. Collaborated with supervisors to escalate and address customer inquiries or technical issues. Activated accounts for clients interested in new services. Loaded software, granted permissions and configured hardware for new employees as part of onboarding process. Provided replacement files to customers missing data, media files, and software components. Documented transactions and support interactions in system for future reference and addition to knowledge base. Conducted in-depth product and issue resolution research to address customer concerns. Used ticketing systems to manage and process support actions and requests. Wrote and reviewed tickets to request maintenance to various types of equipment. Monitored systems in operation and input commands to troubleshoot areas. 05/2019 to 12/2019 Customer Service Representative Agent - Remote Intuitive Solutions – Austin , Texas Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Answered constant flow of customer calls with minimal wait times. Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. Recommended products to customers, thoroughly explaining details. Provided information regarding charge accounts and loyalty programs. Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes. Offered advice and assistance to customers, paying attention to special needs or wants. Cultivated customer loyalty, promoted repeat business and improved sales. Developed community reputation through commitment to customer satisfaction and strong client relationships. Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up. Answered customer telephone calls promptly to avoid on-hold wait times. Responded to customer requests for products, services and company information. Leveraged sales expertise to promote products and capitalized on upsell opportunities. Promptly responded to inquiries and requests from prospective customers. Communicated professionally with colleagues, freelancers and clients. Delivered excellent customer service, resulting in consistent 98.5% customer satisfaction rating. Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 99.5%. Promoted available products and services to customers during service, account management and order calls. Entered orders into computer database system. Responded to customer requests, offering excellent support and tailored recommendations to address needs. Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly. Calculated correct order totals, updated accounts and maintained detailed records for inventory management. Applied highly effective selling skills while properly engaging and presenting solutions to customers. Answered average of 130 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals. Trained staff on operating procedures and company services. Provided ongoing guest service. Responded proactively and positively to rapid change. Followed up with customers about resolved issues to maintain high standards of customer service. 06/2014 to 10/2016 Owner/Operator Abracadabra Cleaning – Mohegan Lake , NY Applied performance data to evaluate and improve operations, target current business conditions and forecast needs. Managed day-to-day business operations. Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory. Conducted target market research to scope out industry competition and identify advantageous trends. Generated revenues yearly and effectively capitalized on industry growth. Reconciled daily sales, returns and financial reports in QuickBooks. Optimized team hiring, training and performance. Maintained up-to-date administrative records to monitor operational conditions. Trained and motivated employees to perform daily business functions. Consulted with customers to assess needs and propose optimal solutions. EDUCATION 12/2021 Associate of Applied Science : Computer Information Systems (CIS) Westchester Community College - Valhalla , NY 08/2020 Associate of Applied Science : Cybersecurity Westchester Community College