Edward Wilson Email & Phone Number

Laurel, Md, Us

Washington, District Of Columbia, United States

Annapolis, Maryland, United States

Annapolis, Maryland, United States

- Created help desk tickets, troubleshot and resolved desktop issues.- Developed and tested new product offerings prior to release to assist development team in bug identification.- Offered new customers training to reduce frustration and improve customer satisfaction.- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.- Provided Tier 1 IT support to non-technical internal users through desk side support services.- Managed backup and recovery of data assets to safeguard system availability.- Updated software to safeguard against security flaws.- Answered questions and provided information to customers about new software or hardware.- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.- Researched product and issue resolution tactics to address customer concerns.- Documented support interactions for future reference.- Configured hardware and granted system permissions to new employees.- Used ticketing systems to manage and process support actions and requests.- Assisted customers in identifying issues and explained solutions to restore service and functionality.

- Answered and responded to phone inquiries and radio communications relating to building security and emergency or crisis situations.- Questioned callers to determine locations and nature of problems to determine type of response needed.- Secured personal and company goods against robbery, vandalism and illegal entry.- Placed necessary outgoing calls to verify alarms, dispatch proper authorities and notify proper parties.- Contacted external agencies such as paramedic, fire, ambulance and police services to handle critical incidents.- Maintained strict confidentiality by obtaining passwords and following security procedures to protect customer and dealer information.- Contacted law enforcement in case of unauthorized persons, documents and materials.

Sparrows Point, Maryland

- Identified and resolved process issues to drive optimal workflow and business growth.- Performed quality assurance checks to help company create products and services that met needs, expectations and requirements of customers.- Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.- Surpassed team goals by partnering with colleagues to implement best practices and protocols.- Assisted coworkers and staff members with special tasks on daily basis.

Abingdon, Maryland

- Completed vehicle inspections prior to service and after completion to assess damage.- Used steam cleaning equipment to remove dirt from engine and engine compartment.- Vacuumed interiors of vehicles to remove dirt and debris.- Washed, waxed and buffed vehicle bodies for professional shine.- Inspected interior and exterior of vehicles for cleanliness and accurately identified imperfections outside vehicle standards.- Reported customer-oriented issues immediately to supervisor for swift assistance and resolution.- Washed cars and trucks daily for auto dealership.

Middle River, Maryland

Receive and count stock items, and record data manually or using computer. Pack and unpack items to be stocked on shelves in stockroom, warehouses, or storage yards. Verify inventory computations by comparing them to physical counts of stock, and investigate discrepancies or adjust errors. Examine shipment contents and compare with records such as manifests, invoices, or orders to verify accuracy. Deliver or route materials to departments using hand truck, conveyor, or sorting bins. Determine shipping methods, routes, or rates for materials to be shipped.

Bachelor'S Degree, Cybersecurity Technology

High School Diploma