Kyle Edwards Email & Phone Number

Columbus, Ohio Metropolitan Area

Columbus, Ohio Metropolitan Area

• Provided excellent customer service while further improving skills in the ServiceNow help desk ticketing system, speaking to end users both in person and over the phone to assist with various IT issues.• Furthered mastery of multi-tasking, balancing multiple customer issues at once and working to solve each in a timely manner while managing overall workload.• Continued mastering the ins and outs of end user desktop support, including the use of admin credentials, while working as part of the organization’s contract with U.S. Bank to provide IT support services both on site and remotely.• Furthered proficiency in troubleshooting Windows OS issues and how to solve them.• Employed hardware troubleshooting techniques where necessary/permitted on HP laptops and desktops. Currently in the process of becoming a certified HP technician through NTT’s improvement program.• Employed basic TCP/IP and DHCP troubleshooting techniques allowed at T2/T3 level of support, when needed, to solve end user issues.• Learned the basics of working with the registry to troubleshoot OS issues, and became meticulous in dealing with anything registry-related, to avoid creating further issues to the system.• Became proficient in using Client Center for Configuration Manager to manage software on end user machines, using it to troubleshoot various software issues.

Newark, Ohio, United States

• Mastered the ins and outs of computer hardware, software, networking while working as a student employee for the OCIO.• Worked extensively with both Windows and MacOS to diagnose and resolve problems with both hardware and software systems for users across several campuses.• Displayed excellent attention to detail necessary to ensure all devices on the network were in the proper Organizational Unit in Active Directory,• Displayed excellent proficiency in the use of the Ivanti Inventory Management software for inventory and endpoint management to ensure machines were imaged, updated, connected, and reachable on the network. • Mastered the use of Service Now help desk software to create and manage customer requests and incidents in a timely and accurate manner.• Responsible for refreshing new and existing user hardware devices, including imaging and network and hardware setup and installation• Displayed excellent customer service and interpersonal skills when interacting with users both over the phone and in person at the Help Desk to resolve various issues with both hardware and software systems.• Furthered proficiency in juggling work, school, and home life while pursuing an associate degree in Information Technology.

Columbus, Ohio, United States

• Worked as a member of the “Welcome Call” team to reach out to customers with recent vehicle purchases to welcome them to the brand, thank them for their loyalty, and troubleshoot and take feedback on any problems or inconveniences they may have.• Increased mastery of the ability to multi-task by taking notes and looking up solutions while speaking to the customer on the phone.• Maintained a professional attitude and attire while working in the fast-paced world of a tech-support call center.• Learned the basics of using desktop virtualization technology (Citrix) to interact with the customer’s records and information.• Continued mastery of data security, ensuring that customer’s private and personal information was not accessible upon departure from office each day.• Departed position on amicable terms to pursue a degree at COTC.

Sandusky, Ohio, United States

• Demonstrated excellent interpersonal communication by working closely with reporters to ensure clear, concise writing for a quality product, while maintaining the authors’ unique voice.• Adapted to a multitude of “speed bumps” when the organization began to use a brand-new software for design and content management.• Expanded knowledge of the Adobe Creative Suite, particularly InDesign, Photoshop and Illustrator, to provide high-quality, eye-grabbing designs for each edition of the paper.• Further improved the editing and designing skillset needed to work in the fast-paced newspaper industry.• Upon the departure of more senior design desk staff, took on a supervisory role several days a week in the absence of the normal design desk chief.• Spearheaded effort to ensure the problems with the new system were identified and corrected to improve not only the quality of the product, but also the quality of life for co-workers.• Ensured maximum customer satisfaction when answering the newsroom phone, responding to complaints, suggestions and news tips in a polite, professional manner.• Mastered the use of Macintosh computers, including troubleshooting problems with hardware and software (to the extent possible without IT approval).

Uniontown, Pennsylvania, United States

• Maintained a professional attitude and attire while working behind the counter to ensure customers were assisted quickly and professionally.• Responsible for accepting jewelry repair requests, entering those requests into the system and tracking the progress of said requests to ensure timely return of product to customers.• Assisted co-workers in checking out customers in a timely fashion.

Uniontown, Pennsylvania, United States

• Mastered the art of using photos and wordplay in headlines to draw the reader in.• Earned real-world experience while constantly working to improve the quality of the Local (Community) section and the paper as a whole.• Played a key role in helping to transition the Local section into the Community section that it is today.• Became proficient in working with the layout of the Sports pages, and quickly adapted to designing this unfamiliar section of the paper. • Took on the responsibility of laying out the entirety of The Greene County Messenger, the sister paper to the Herald-Standard, and ensured that the quality of the Messenger met and surpassed the high standards set for it.• Further improved the editing and designing skills necessary to work in the fast-paced world of an award-winning, professional daily newspaper.

Demonstrated excellent interpersonal communication with co-workers to write articles tracked down sources and took photographs in order to make the weekly newspaper better as a whole. Learned to schedule time accordingly so as to allow ample time to work on both the Messenger and the Yellow Jacket, as well as attend regular classes.

• Became proficient in AP Style while writing several articles per week as an Editorial Assistant. • Took on a leadership role Sophomore year by accepting the position of Region Editor. • Always ensured all section stories were turned in by the deadline and edited them for spelling and AP style errors. • Mastered the use of Quark and Adobe Photoshop and developed an eye for detail. • Displayed excellent ability to work in a fast-paced, demanding environment.• Between classes and hands-on experience, became proficient in the use of Macintosh computer software

Waynesburg, Pennsylvania, United States

• As a librarian’s assistant, was responsible for maintaining a professional and polite demeanor at all times while answering phones, interacting with library staff, fellow students, and other customers.• Assisted library staff with checking books out/in, re-shelving books, entering new additions into library’s database, laminating book covers, reorganizing shelves (including mezzanine), sorting mail, monitoring access to temperature-controlled delicate records room, mailing books on request to other departments/faculty, and any other duties assigned by library staff.• Mastered the ability to multi-task while working at the library, the student newspaper, an off-campus food service job, and attending regular classes.

Meadville, Pennsylvania, United States

• Displayed a professional attitude and demeanor while working with co-workers to ensure customers received their food accurately and in a timely manner. • Worked with other team members to keep the restaurant clean and appealing to customers.• Learned to schedule time accordingly to allow ample time to work during school breaks and over summer vacations.

Meadville, Pennsylvania, United States

• Worked as a busser to ensure that all tables were cleared and cleaned in a timely manner.* As a host, displayed excellent people-skills to interact with customers and greet and seat them in a timely manner.

Associate'S Degree, Information Technology

Bachelor'S Degree, Communications