Aaron Lockley-Young
IT Helpdesk Specialist at Liaison International- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Google IT Support Certificate
CourseraMay, 2021- Nov, 2024
Experience
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Liaison International
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United States
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Education Administration Programs
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200 - 300 Employee
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IT Helpdesk Specialist
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Jan 2022 - Present
■ Install, upgrade, and maintain hardware and software for Windows/Mac operating systems. ■ Administer user accounts in various systems, including Active Directory and Amazon WorkSpaces. ■ Manage DNS records in Route53 ■ Implemented Jira Service Desk Ticketing system. ■ Maintain inventory and licensing records, including documentation of hardware and software acquisitions. ■ Responsible for managing SSL Certificates. ■ Manage the IT onboarding/offboarding process for new and terminated employees. ■ Helped train offshore team and support newly opened office in Lebanon. Show less
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Tech Wave Group, LLC
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Information Technology Support Specialist
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Dec 2019 - Jan 2022
■ Conduct online research, and diagnostic activities to investigate and resolve problems with hardware and software. ■ Utilize remote access tools such as TeamViewer to resolve issues as appropriate. Travel to remote locations to provide desk side support, installations and user training. ■ Format and image computers for company use. Add computer to the DNS utilizing Active Directory as needed. ■ Install network cabling and equipment for phone, internet, and security systems. ■ Maintain and report hardware inventory on a monthly basis in accordance with company requirements. ■ Provide assistance with office moves and installation of laptop/desktop workstations ■ Coordinate hardware repairs with vendors, when appropriate. Show less
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Edenred USA
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United States
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Financial Services
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1 - 100 Employee
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Customer Success Manager
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Jan 2013 - Jul 2019
Responsible for supporting large channel partners by maintaining and growing existing support relationships. Job duties include:■ Creating and executing test cases for software updates and fixes before production release to customers. ■ Accurately document software issues and work with development team to implement a resolution.■ Conducted individual account analysis for key clients and gave presentations to their customer service team that led to a 17% reduction in overall participant issue volume.■ Lead program enhancement projects to improve client and participant experience. ■ Created Business and Functional Requirement documents■ Holding weekly calls with channel partners to discuss, resolve or lead projects involving the client's ongoing service strategy. ■ Participating in internal product and process enhancement meetings.■ Collaborating with other internal departments to ensure performance guarantees with channel partners are met.■ Manage day-to-day issues including all operational, member and customer relationship issues.■ Prepare and deliver client account performance reports and executive level ad hoc reporting.■ Maintain familiarity with all systems, regulatory, policy and procedure changes. Show less
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Customer Service Representative
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Mar 2010 - Jan 2013
■ Walk customers through complex technical issues, while achieving a 93% first call resolution rating.■ Researched issues on various web-based support applications to resolve complaints, answer inquiries, and outline solutions.■ Responsible for reporting software issues to management and development team. ■ Train new customer service representatives.■ Create monthly reports for management team to ensure targeted goals are achieved.
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Flex
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United States
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Appliances, Electrical, and Electronics Manufacturing
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700 & Above Employee
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Customer Service Technician
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Nov 2009 - Mar 2010
■ As a contractor, provided in-store technical support for Verizon Wireless customers who experienced problems with their cell phone. ■ Educated customers on new products and services. ■ Utilized various networking tools to diagnose and resolve inquiries. ■ Run diagnostic tests and complete software updates for devices. ■ Accurately document customer interactions in multiple platforms. ■ As a contractor, provided in-store technical support for Verizon Wireless customers who experienced problems with their cell phone. ■ Educated customers on new products and services. ■ Utilized various networking tools to diagnose and resolve inquiries. ■ Run diagnostic tests and complete software updates for devices. ■ Accurately document customer interactions in multiple platforms.
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Education
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2005 - 2009
Morehouse College
Bachelor of Business Administration (B.B.A.), Business Administration and Management, General
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