Brad Lucas

Highly motivated tech-support professional skilled in troubleshooting, analyzing and resolving complex technical problems, utilizing advanced resolution procedures.
 

‍
I'm a customer success rockstar! Having worked in customer service IT field for several years I feel would be a valuable asset to your team. I have a wealth of experience when it comes to providing first class service and resolving any queries or issues that might arise with customers. During my time in previous positions, I have dealt with customer communications by phone, email, and face to face. My number one priority was always the client, and I worked to resolve any issues they might have. I have worked remotely for the past 7 years.Above all, I love working with people. I’m friendly and enjoy developing great rapport with everyone I interact with. I feel I would fit in with your vision, especially given your client-first approach. I would like the opportunity to meet with you to discuss my candidacy further.

‍
Brad Lucas
614-373-1984


Education


Diploma Westland High School Galloway Ohio June 1998

Employment

  • ECOT, Columbus,Ohio                                                                                                     March 2007 – July 2017

    Tier III Help Desk Technician
    ‍
    Approximately 15,000 End Users ( Administrative Staff, Teachers, Parents, Students)
    Responsible for Inbound/Outbound calls / chats concerning technical issues.
    Educate/Instruct end users about PC and Mac maintenance and functions.
    Monitor/Resolve technical related incidents.
    Assist in maintaining  knowledge base
    Monitor/Resolve security risks involving virus, malware, and Trojans.
    Resolving escalated cases
    Cisco Voip and router related issues involving Cisco Phones, PC, and Mac connections
    Familiar with CRM use and ticket tracking-software
    Supported various educational sites related to student use including TumbleBooks , Follet shelf, Study Island, Manga High, Brain pop among several others


    Next Generation Wholesalers Columbus,Ohio                                                               January 2001 – March 2007


    Computer repair/Online Sales E-commerce
    ‍
    ‍    Troubleshoot repair various computer and printer equipment from vendors and clients
    Networking In-house and client location setup and configuration
    Implementation of E-commerce sales using various online methods Yearly sales boost of over $300,000
    Design of web-page and auction based ads.
    Computer and Office Equipment sales
    ‍
    Calltech Communications Columbus, Ohio                                                                       June 1998 - January 2001
                     
    Help Desk
    ‍
    ‍    Responsible for assisting customers with installing home networks,
    Resetting passwords
    Installing anti virus software
    Renewing customer ip address remotely
    End User Support for PC and Mac related dial up/DSL connection
    Issues Documented and Routed trouble tickets to appropriate technicians.
    Trained new agents as Manual Registration Team lead

    .


    Technical Skills

    Outstanding problem-solving, and troubleshooting ability.
    Superior communication (oral and written) customer service and interpersonal skills.
    Both independent and team worker, as required.
    MS Office proficiency and tracking-software familiarity
    Ability to multitask and prioritize effectively.
    Poised and patient when dealing with clients.
    Microsoft Windows: 10, Windows 7, Vista, XP, NT, 2000, Windows Server: 2003 & 2008,  
    Mac OS X 10.3- 10.5, Mac OS X Server,
    Microsoft Office- Excel, Word, PowerPoint, Outlook, Access,
    Active Directory  administration and Group Policy  deployment
    Cisco  Any connect
    join.me
    Zapier
    Slack
    Zendesk
    A+ Certification
    MSCE  Training coursework
    ‍
Resume Navigation
Button Text