Open to opportunities

Alzon Taylor

@alzontaylor

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Passionate Service Desk Technician focused on exceeding expectations.

Jamaica

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What I'm looking for

I am looking for a role that values communication and offers growth opportunities.

My name is Alessandro Taylor, and I am a dedicated Service Desk Technician with a strong commitment to delivering exceptional technical support. I thrive on challenges and consistently strive to exceed expectations in every task I undertake. My experience includes providing first-line technical support, troubleshooting software, hardware, and network issues, and ensuring efficient issue resolution for internal users.

Throughout my career, I have developed a keen understanding of the importance of effective communication in IT environments. I excel in managing support tickets, maintaining clear communication with specialists and leaders, and collaborating with teams to resolve complex issues promptly. My educational background, including certifications in Network Administration and IT Essentials, complements my hands-on experience, allowing me to assist users with software installation, configuration, and troubleshooting effectively.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Technician

Current

ITEL

Jan 2022 - Present (3 years 5 months)

As a Service Desk Technician, I provide first-line technical support to internal users, resolving issues related to software, hardware, and network connectivity. I manage support tickets, ensure effective communication with users, and assist with software installation and configuration.

Technical Support Ticketing Installation User Communication Problem Solving Escalation Management

IT Assistant

St. James Parish Library

Sep 2019 - Oct 2019 (1 month)

In my role as an IT Assistant, I provided technical support to library staff and patrons, ensuring all library systems and devices functioned properly. I also conducted user training and system maintenance to enhance the library's technological resources.

Technical Support Maintenance User Training Troubleshooting Support Network Management Customer Service Documentation

Education

Degrees, certifications, and relevant coursework

HEART College of Innovation and Technology

NCTVET Network Administrator (Level 4), Customer Service

2018 - 2019

Grade: ITEL Certificate (DEC 2019)

Completed training as a Technical Customer Service Agent, focusing on providing technical support and ensuring customer satisfaction through effective communication and troubleshooting.

HEART College of Innovation and Technology

Cisco Networking Academy IT Essentials, Networking

2018 - 2019

Studied IT Essentials through the Cisco Networking Academy, gaining foundational knowledge in networking and technical support.

HEART College of Innovation and Technology

NCTVET Data Operations (Level 1), Data Operations

2018 - 2018

Completed NCTVET Data Operations (Level 1) Certificate, focusing on data management and operations.

St. James High School

CSEC, General Education

2013 - 2018

Achieved Caribbean Examination Council (CSEC) qualifications, covering subjects such as Mathematics, English, Information Technology, and Principles of Business.