Jordy Byrd is an experienced IT professional seeking a desktop support position. He has over 5 years of experience in help desk, desktop support, computer repair, and remote support. He is A+ and MCP certified and has worked for various companies including Best Buy, Meritage Hospitality Group, Plumchoice, and Wipro Technologies providing IT support, computer repairs, and troubleshooting issues with various software, hardware, and networking equipment both on-site and remotely.

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Jordy J. Byrd
1354 Stoneleigh Way  Stone Mountain, GA 30094   770.549.9125  jordy.byrd@hotmail.com
DESKTOP SUPPORT ANALYST  REMOTE HELPDESK SUPPORT  MCP, A+ CERTIFIED COMPUTER REPAIR TECHNICIAN
PROFESSIONAL SUMMARY
Experienced IT professional with 5 years of Help Desk/Desktop support, including diagnosing and troubleshooting computer
problems. Proven aptitude of technical ability by acquisition of MCP, and A+ certifications, including induction into the
National Honor Technical Society. Proven capacity to flourish in an expanding and demanding work environment. 
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PROFESSIONAL SKILLSET
 WAN, LAN  Microsoft Word Proficiency
 DHCP, PPPoE, Dynamic, and Static IP Protocols  Microsoft Outlook (2007,2010,2013,365)
 Wireless Network Configuration  Windows XP, Vista, 7, 8, 8.1
 MS-DOS Command Prompt  Mac OSX Proficiency
 Microsoft Exchange  Microsoft Excel Spreadsheets
 Routers, Switches, Hubs  Entry level Java Programming
 Printer/Network Printer Configuration  Entry level HTML, Javascript
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NOTABLE SKILLSET
 Installing/Configuring Operating Systems  Bomgar Remote Connection Software
 Installing Antivirus applications and patches  GoTo Assist Remote Software
 Citrix Virtual Environment  VoIP Environment
 Advanced Malware/Virus Removal  Expert using hand tools/power tool
 Hardware Repair/Part Replacement  Manage Work-flow without supervision
 Proficient in Remote Connection troubleshooting  Ticketing/Tracking
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PROFESSIONAL EXPERIENCE
Best Buy Tucker, GA 2016-Present
Advanced Repair Agent
Work as part of Best Buy Geek Squad team.
 Perform diagnostics and repairs on customer desktop and laptop computers.
 Repairs include any hardware replacement such as hard drive, cooling fan, processor chip, heat sink, RAM
replacement, motherboard replacement. Also, software repairs including Operating System repair, reinstall,
upgrade, virus/malware removal, and program installation (Microsoft Office, Virus Protection).
 Repair center is a high volume environment with up to 15 computers in repair at once, which are all required to be
completed within a 3 day window.

2.  Provide education for customers who set a Geek Squad appointment with an agent. Provide usage tips, and
virus/malware prevention information.
Meritage Hospitality Group (Grand Rapids, MI) Lithonia, GA 2014-2016
IT Help Desk Analyst (A+ required)
Support for Wendy’s restaurant IT and POS equipment working from my home office.
 Support includes NCR Aloha POS Terminals, NCR Kitchen video units, Thermal receipt printers, USB laserjet printers,
Desktop computers, Aloha POS servers, Cradlepoint 4g devices, Security cameras and DVR, Comtronics security
internet-based systems, Texas Digital Order Confirmation units, Pandora and Mood Radio units, Cable and DSL
internet modems and connections, Public WAN and WiFi connections inside Wendy’s, network switches, Cat 5 cable
connections, IPV4, DHCP, Static IP.
 Provided remote support for over 150 Wendy’s restaurants via GoTo Assist, Aloha Command Center, Aloha
Configuration Center, 3CX phone, and Cudatel VoIP internet based phone support.
 Updated, closed, and created tickets in Spiceworks ticketing system.
 Provided on-site support to Wendy’s restaurants when an issue could not be resolved remotely.
 Work at on-sites includes running Cat5 ethernet cable in ceilings from network switches in wall-mounted rack to
office computers, camera systems, security systems, Cradlepoints, and modems
 Creates and updates a complete daily work log of all activity/work performed throughout my workday for
documentation purposes. Report work log to upper management at end of day. Works under no direct supervision.
Plumchoice Lithonia, GA 2013-2014
Desktop Support Technician (A+ required)
Support for HP Smartfriend Service and Avast Internet Security customers working from my home office.
 Support included virus, malware, and adware removal.
 Established remote desktop connections by using Bomgar software and Citrix environment.
 Daily operations require use of virus removal software, registry cleaners, command prompt, hard disk error checking,
and system file checking while working on a maximum of 4 computers simultaneously within the Bomgar software
platform.
 Diagnosed software related problems on Windows OS and Mac OS platforms.
 Utilized Chromatix ticketing and service call tracking software.
 Network printer, Wireless printer, and USB connected printer installation/configuration.
 Provided assistance with troubleshooting, and configuration of MS Outlook.
 Created system backup files for preparation of a clean install/reinstall of Windows.
 Trained customers on basic computer usage safe web browsing practices.
 Self-managed working from home in a call-center like virtual environment.

3. Wipro Technologies Atlanta, GA 2012-2013
Executive Appeals Level 3 Help Desk Agent
Promoted from Level 2 Helpdesk within a 6 month period due to 90% average QA scores, high customer satisfaction
feedback, and exceeding company metrics.
 Troubleshooter for leading IT, Consulting and Outsourcing Company that delivers business solutions with Infra
Service Desk Operations, Product Support and Consulting; to resolve client’s trouble tickets reported for hardware,
software, and other network issues.
 Resolved hi-level escalations for Verizon broadband customers who were referred to Executive Appeals and became
their advocate. Determined their high-speed internet issues and provided resolutions on all service problems.
Coordinated vendor meets and provided follow-up as needed.
 Provided detailed analysis reports including process dashboards, performance reports, initiating appropriate action
plans and initiating trainings.
 Worked directly with Supervisors and Management in other departments to handle cases of escalations in which
customers have sent complaints to the BBB and threatening class action lawsuits.
 Troubleshooting included high speed internet connectivity, modems, routers, network configurations (TCP/IP,
Static, DHCP, Dynamic, PPPoE). Utilized proprietary troubleshooting software to perform DSL maintenance test.
 Utilized ticket management software to update cases, create/document new trouble tickets, and make contact with
Verizon case authors. Used Microsoft Outlook for email updates on open cases and to communicate with coworkers
and management. Used Microsoft Excel to create a tracking spreadsheet documenting Open and Closed cases with
customers. Works on Voice Over Internet Protocol phones to contact customers.
ADDITIONAL WORK HISTORY:
 Geeks On Site, Atlanta GA Computer Repair Technician 2012-2013
 Apple Macintosh (Worked from home) Apple Care Advisor 2011-2012
 Insight Global, Dunwoody GA Windows Migration/ Help Desk 2010-2011
 Milestone Technology, Fremont CA Networking Engineer
2010-
2011
EDUCATION
Audio Engineering /Information Technology Diploma, Omni Technical Institute, Decatur, GA 2010

4. Member of National Technical Honor Society 2010 - Present