Kristopher Edwards Email & Phone Number

Houston, Texas, United States

Houston, Texas

• Fields support calls, chat, email, and other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns
• Work closely with customers to troubleshoot and resolve requests or problems associated with hardware, software, and network access
• Monitor the status of open calls and act as the customer’s advocate to ensure requests are resolved promptly
• Manage elements of the local area network (LAN) such as users, groups and disk space via a suite of administration tools
• Conduct Computing training classes for new employees
• Maintain logs and records of Help Desk calls per established procedure

• Provide on-demand, in-home tech support services. Including Data Backup (Mac and Windows machines), Wi-Fi Solutions, TV Mounting, Smart TV Setup, Virus removal/protection setup, iOS/Android training, and PC/Mac support
• Install and wire networking cabinets for custom home internet solutions (switches, WAPs, routers, fiber optic cabling, etc.)
• Setup in-home offices with sit/stand desks, monitor arms, cable management, printer installations, VoIP phones, Meraki setups, etc.
• Work with the client to develop in-home Wi-Fi solutions and troubleshoot connectivity issues. Including configuring and installing Cisco/Netgear routers and switches, WAPs (such as Netgear Nighthawks) to extend the.
• Perform firmware updates for printers, Wi-Fi setups, mobile devices, computers
• Install and troubleshoot Mac and Windows support (Office 365, Skype, Box, Dropbox, Browser Support, Evernote, etc.)

• Worked directly with external customers demonstrating sense of urgency and exceptional courtesy
• Installed, serviced, and troubleshot Fiber Optic Network Systems for businesses and consumers
• Laid Fiber Optic lines, made Fiber Connections, and splice points
• Programmed, updated, and activated Optical Network Terminals
• Configured firewall settings to establish a LAN for businesses and consumers. Included assigning Static IP Addresses to communicate with local and remote clients (switches, computers, printers, servers, etc.)
• Terminate various types of fiber optic connectors

• Installed Mac and Windows operating systems, hardware (laptops, desktops, printers, hard drives, video cards, etc.), and peripherals on company computers
• Demonstrated strong skills in hardware setup, troubleshooting, diagnosing hardware failure, and the ability to reseat, repair, or replace components. Included DIMMs, storage media and drives, video cards, fans, etc.
• Relocate laptops and desktops to new work station areas as needed. Included setting up new monitors
• Perform basic network troubleshooting, including understanding DNS and TCP/IP as it impacts hardware deployment
• Patched networking cables for servers, switches, WAPs, routers, and other various IDF closet equipment
• Served as primary onsite support for Mac and Windows applications (MS Office, Skype (Lync), Pro Tools)

• Managed and completed re-wiring the entire Sound System setup at the House of Deréon
• Served as the Lead Audio Engineer for the live weekly televised I.C.E. Artist Showcase shows at the House of Deréon for Matthew Knowles
• Handled multiple tasks and projects simultaneously during live shows and day-to-day operations
• Responsible for operating the Mixer Board for volume control of microphones and live instruments, and recording devices
• Integrated a Mac laptop into the Mixer Board setup to control music and lights during live performances
• Performed the set up and break down of live band and event equipment (speakers, amplifiers, XLR cords, microphones, mixers, live music instruments, stands, etc.)

Prairie View A&M University

• Served as the primary onsite point of contact for Mac support for Prairie View University (hardware, applications, etc.), giving our department a competitive advantage
• Regularly commended for having a high-level of patience and people skills
• Rapidly established a good working relationship with University Personnel and students by providing timely and reliable technical issue resolution
• Effectively communicated complexed hardware and software issues to end-users and executive management. Accomplished by listening carefully to the end-user, asking appropriate questions, and interacting confidently with.
• Provided training to end-users for Mac/Windows software, iPhones, Android phones, iPad/Android tablets, printers, and etc.
• Installed and configured computer operating systems (Mac OS 10.5+, Windows XP – Windows 8.1), applications, and hardware (video cards, hard drives, RAM, etc.) for Mac and Windows desktops/laptops