ADAM WRIGHT
Kingston,11
Summary
Dedicated and skilled IT Technician seeking to contribute expertise in Information Technology and customer service to esteemed organization. Strong background in the field, eager to join team and utilize skills to provide exceptional technical support and ensure seamless operations. Committed to delivering top-notch service, confident in ability to troubleshoot and resolve complex issues efficiently while maintaining a customer-centric approach. Passionate about technology and committed to excellence, ready to help drive organization's success.
Overview
13
13
years of professional experience
Work History
Senior IT Field Support
Ibex Global Solutions
10.2018 - 12.2024
- All the functions performed by IT Field Support
- Works with Senior IT Manager to understand, support, and communicate IT initiatives in the sites
- Responsible for being a primary contact with other departments, to fully understand business needs, and be able to offer solutions that meet both operational and IT goals and needs
- Responsible for the service support for all technology in the contact center, including voice circuits, telephony systems, data network circuits, LAN, WAN, servers, desktops, and applications
- Administers user accounts
- Completes system change requests
- Works with site management and staff, uses business knowledge, IBEX operations knowledge, and technology knowledge to ensure that business goals are met by the information technology department
- Responsible for the upkeep of computers to ensure that all 3000+ were up to date with the latest patches and approved third party software
IT Field Support
ibex global solutions
06.2017 - 10.2018
- Support for the day-to-day IT operation at the call center of over 5000 employees
- Organizes and addresses assigned tasks and tickets in appropriate priority order
- Supports corporate I.T
- As 'the hands' at the site to address issues with voice circuits, PBX, ACD, other telephony systems, data circuits, LAN, WAN, servers, desktops, and applications
- Supports site level implementations of new pc hardware, application rollouts, and client specific activities as it relates to the desktop
- Receives and responds to workflow requests in the form of trouble tickets through the TRAKIT ticketing system
- Administers user accounts
- Supports client needs, technology improvements, and Senior IT Manager’s goals
- Researches and recommends ways to improve technology service delivery
- Supports and helps maintain business continuity disaster recovery plans for the center
- Network troubleshooting skills and experience with common software tools for troubleshooting such as ping, trace route, Arp, nslookup, etc
- Knowledge of data communications cabling Knowledge of Microsoft networking and Microsoft server operating systems
Customer Service Associate
ibex global solutions
06.2016 - 06.2017
- Keeping records of customer interactions, transactions, comments, and complaints
- Acknowledging and resolving customer complaints
- Responding promptly to customer inquiries
- Assisted customer riding with Lyft queries regarding the use of service
- Resolve discrepancies regard fair cost and authorization hold
- Communicating with customers through various channels
Customer Service Associate
Startek inc (formally Startek)
06.2015 - 06.2016
- Assisted customers in troubleshooting and fixing issues that occurs with their Shape devices (TV, sound bar, radios, DVD etc.)
- Assisted customer in installing ceiling fans as well as how to fix their lighting and electrical issue
- Assisted with the installation, troubleshooting and replacements of thermostats
Customer Service Associate
xerox (Amazon.com)
10.2014 - 02.2015
- Assisted customers with queries on their accounts
- Kindle trained hence I was able to do basic trouble shooting as well as in depth trouble shooting based on the training I had received
Planning Agent
Westmoreland Parish council
07.2013 - 08.2013
- Building and land plans were received and processed for approval to subdivide the land and/or building for required use
- Met individually with the clients to discuss relevant details needed to approve their application and to update then as to how far their application process is
- Made contact to the relevant authorizes as to indicate whether the intended use for the proposed application is appropriate
Clerk
villa bella hotel
03.2012 - 04.2013
- Registered and assigned rooms to guest
- Answering phone to make reservation
- Assisting guest with any question related problems
- Presented statements to departing guest
Education
Associate of Applied Science - Civil Engineering
SENECA UNIVERSITY
Ontario, Canada01-2028
University of the West indies - Engineering
University of The West Indies
Mona, Kingston01.2013
Skills
- Server maintenance
- Data recovery
- Computer networking
- Security protocols
- Network configuration
- System administration
- Wireless networking
- Software deployment
- Advanced troubleshooting
- Incident management
- Hardware installation
- Remote support
Hobbies and Interests
- Football: U14, U16 at Munro College, Business House football at IBEX Global
- Cricket: U14, U16, U19 at Munro College
- Chess: Secretary (2011-2013) at Munro College
- Cadet: L.Cpl. at Munro College
Personal Information
Date of Birth: 12/22/94
Timeline
Senior IT Field Support
Ibex Global Solutions
10.2018 - 12.2024
IT Field Support
ibex global solutions
06.2017 - 10.2018
Customer Service Associate
ibex global solutions
06.2016 - 06.2017
Customer Service Associate
Startek inc (formally Startek)
06.2015 - 06.2016
Customer Service Associate
xerox (Amazon.com)
10.2014 - 02.2015
Planning Agent
Westmoreland Parish council
07.2013 - 08.2013
Clerk
villa bella hotel
03.2012 - 04.2013
Associate of Applied Science - Civil Engineering
SENECA UNIVERSITY
University of the West indies - Engineering
University of The West Indies
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