John Lucas Croxdale 115 Mel issa Lane Dandridge, TN 37725 | C: 865.898.1540 | j l croxdale@gmai l.com

Summary

System Support Analyst adept at resolving complex network issues. Critical thinker who

addresses customer support issues quickly and who consistently exceeds performance standards.

Highlights

Network configuration and support.

Exceptional troubleshooter Active Directory VMWare experience. New technology and product

research.

Working Independently. Self-Starter. IT security policies. Customer service specialist. Managing tight deadlines. 3.87 GPA HDI-SCA Certified (2016)

Accomplishments

Consistently received a 100% rate of customer satisfaction.

Performed emergency troubleshooting an EMR to minimize production downtime.

Proudly rated by management as leading performer

Experience

System Support Analyst Aug 2012 - Current East Tennessee Children’s Hospital - Knoxville, TN

Provided base level IT support to company personnel. Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with customer interactions. Maintained composure and patience in face of difficult customer situations. Trained new employees and explained protocols clearly and efficiently. Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Maintained company servers, computers, printers, cables, and other equipment. Diagnosed network problems involving a combination of hardware, software, power, and communication issues. Conducted computer diagnostics to investigate

and resolve problems and provide technical assistance and support. Developed solutions by preparing and evaluating alternative workflow options. Assisted in the post-implementation troubleshooting of new applications and application upgrades. Customer Service Associate May 2008-Aug 2012 Kohl’s Department Stores - Morristown, TN

Computed sales prices, total purchases and processed payments. Described merchandise and explain operation of merchandise to customers. Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices. Operated a cash register to process cash, check, and credit card transactions. Administered all point of sale opening and closing procedures. Answered customers’ questions and addressed problems in person and via phone. Built customer confidence by actively listening to their concerns and giving appropriate feedback. Unloaded trucks, stocked shelves, and carried merchandise out on the floor for customers. Studio Engineer

Feb 2007 – Mar 2008

WCRK/WMTN Radio - Morristown, TN

Controlled and managed on-air productions along with producing live and recorded advertisements and information bulletins.

Education

Bachelor of Science – Information Technology 2015 King University – Bristol, TN

Emphasis in Network Management

3.87 GPA

President’s List Dean’s List

Associate of Applied Science – Computer Science 2011 Walters State Community College – Morristown, TN

Emphasis in Computer Science Coursework in Operating Systems and Systems Programming