Donald Howell
@donaldhowell
Dedicated IT Technical Support specialist with over five years of experience.
United StatesWhat I'm looking for
I am a dedicated IT Technical Support specialist with over five years of experience in the industry. My journey has equipped me with a diverse skill set, ranging from leading a small team to writing Standard Operating Procedures (SOPs) for my department's job-related functions. I thrive in hands-on learning environments and possess a keen attention to detail, which allows me to assess issues effectively before resolving them.
In my recent role as an AI Data Trainer at Invisible Technologies, I conducted in-depth research to enhance the accuracy of AI prompts for Amazon, achieving a 25% improvement in prompt reliability. My previous experience at Mosyle involved managing customer inquiries through various channels, where I maintained a 90% satisfaction rate and improved customer satisfaction by 30% through effective issue resolution. My tenure at Southern Glazier's Wine and Spirits saw me contribute to over $2 billion in revenue through enhanced operational efficiencies and customer support initiatives.
Experience
Work history, roles, and key accomplishments
AI Data Trainer
Invisible Technologies
May 2024 - Jun 2024 (1 month)
Conducted in-depth research on diverse topics to evaluate and enhance the accuracy of AI prompts for Amazon, improving prompt reliability by 25%. Developed comprehensive assessments using a 1-7 scale rubric, providing actionable insights that informed AI training processes and increased overall system performance.
IT Technical Support
Mosyle
Oct 2023 - Jan 2024 (3 months)
Completed customer inquiries through a ticketing system, live chat, and phone calls, achieving a high satisfaction rate of 90%. Identified and resolved hardware, software, and network issues, improving resolution times by 50%. Executed remote troubleshooting and provided desktop support, resulting in increases in first-contact resolution.
IT Technical Support
Southern Glazier's Wine and Spirits
Apr 2019 - Oct 2023 (4 years 6 months)
Provided technical support to customers and employees via email, Salesforce tickets, and phone calls, effectively resolving common computer and network issues. Maintained the company's online ordering website, enhancing user experience and leading to a substantial increase in sales.
Education
Degrees, certifications, and relevant coursework
SUSouthern New Hampshire University
Bachelor of Science, Information Technology
2021 - 2025
Grade: Summa Cum Laude
Graduated as Summa Cum Laude with a Bachelor of Science in Information Technology, focusing on various aspects of IT and technical support.
BSBluefield State
Bachelor of Science, Computer Engineering
2009 - 2014
Completed a Bachelor of Science in Computer Engineering, gaining knowledge in computer systems and engineering principles.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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