Perry Sells
Shelbyville
Summary
Seasoned Desktop/IT Software Support Technician with a proven track record at Buckeye Mountain Inc, showcasing expertise in software installation and exceptional customer service. Leveraged incident management and system configuration skills to enhance user support and resolve issues efficiently, significantly improving system reliability and user satisfaction. Demonstrates strong problem-solving abilities and effective communication, ensuring high-quality technical support and customer care.
Overview
19
19
years of professional experience
Work History
Desktop/IT Software Support Technician
Buckeye Mountain Inc
Akron
05.2023 - 02.2025
- Assisted staff and users with computer malfunctions and program problems.
- Assisted in creating training materials for users of newly developed systems.
- Tested, maintained and monitored computer programs and systems.
- Directed troubleshooting for bugs and flaws discovered in both pre-release and final production software products.
- Supported help desk operations by responding to user feedback and amending identified deficiencies in real-time.
- Trained staff and users to work with computer systems and programs.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Troubleshot program and system malfunctions to restore normal functioning.
Level 2 Technician
Rail Quest
Shelbyville
02.2012 - 04.2023
- Evaluated software or hardware to recommend improvements or upgrades.
- Responded to or escalated tickets based on severity and internal policies governing responses.
- Configured user accounts and profiles in accordance with established policies and procedures.
- Troubleshot network connectivity issues and provided remote technical support to customers.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Created reports on system performance metrics for management review.
- Resolved customer service inquiries by identifying problems, researching solutions and responding promptly via email or telephone.
- Acted as single point of contact for customers during technical faults and security-related events.
- Participated in team meetings to discuss project status updates or other relevant topics.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Installed, configured and maintained hardware and software systems for end-users.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Level 2 Technician
Caliber Auto Transfer
Shelbyville
05.2006 - 02.2012
- Provided regular maintenance of computer systems, including upgrades, patches, security updates.
- Responded to or escalated tickets based on severity and internal policies governing responses.
- Configured user accounts and profiles in accordance with established policies and procedures.
- Troubleshot network connectivity issues and provided remote technical support to customers.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Resolved customer service inquiries by identifying problems, researching solutions and responding promptly via email or telephone.
- Acted as single point of contact for customers during technical faults and security-related events.
- Oversaw daily performance of computer systems.
- Participated in team meetings to discuss project status updates or other relevant topics.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Conducted testing of software and systems to ensure quality and reliability.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Completed routine maintenance and repair.
Education
High School Diploma -
Saint Xavier High School
Louisville, KY05-1987
Some College (No Degree) - Communications
University of Kentucky
Lexington, KYSkills
- Software installation
- Incident management
- System configuration
- Remote support
- Operating systems expertise
- Application support
- Software testing
- Desktop support
- Call center operations
- Complaint resolution
- Application installations
- Verbal and written communication
- Hardware troubleshooting
- Issue troubleshooting
- Microsoft outlook
- Customer service
- User support
Accomplishments
- 2011 Norfolk Southern Individual Contractor of the Year
References
References available upon request.
Timeline
Desktop/IT Software Support Technician
Buckeye Mountain Inc
05.2023 - 02.2025
Level 2 Technician
Rail Quest
02.2012 - 04.2023
Level 2 Technician
Caliber Auto Transfer
05.2006 - 02.2012
High School Diploma -
Saint Xavier High School
Some College (No Degree) - Communications
University of Kentucky
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