AARON HOWE

Field Engineer | Technology Enthusiast

Newly transitioned from the Automotive Industry and currently active in a full-time role in Information Technology with Worksighted as a Computer Field/Lab Engineer.

Recently completed the Google IT Support Professional Certificate — an eight-month intensive IT support program that covers troubleshooting, customer service, networking, operating systems, system administration, and security, and includes evaluative hands-on assessments.

Formerly a dedicated leader with 17+ years of experience in the automotive aftermarket with 8 years of proven success in single and multi-unit management. During this career, a diverse skill set was developed through being a driven and adaptive learner with professional experience in technology usage and education, conflict resolution, customer service, business operations, team development, communication, and inventory management.

Skills and Attributes

Worksighted | Field Engineer | Full Time

June 2023 – Present

• Delivering unparalleled onsite technical support for contract and on-call clients, adeptly resolving both basic and advanced issues promptly and effectively.
• Executing work orders with precision, encompassing equipment installation, device connections, and the creation of autonomous networks to maintain seamless operations.
• Ongoing collaboration with third-party vendors like Dell to seamlessly facilitate manufacturer and vendor support, ensuring swift resolutions for our clients.
• Diligently creating and maintaining client environment documentation, playing a pivotal role in delivering exceptional and efficient support experiences.
• Thriving in a dynamic, fast-paced environment by providing extended hours technical support as part of a rotating schedule, guaranteeing continuous service excellence for our clients.
• Consistently exceeding performance targets by meeting or surpassing minimum billable percentages, utilization percentages, and maintaining high CSAT ratings.
• Continuing to nurture strong relationships with clients, fostering an excellent experience and remaining a trusted partner in their ongoing technology journey.
• Demonstrating ongoing expertise in troubleshooting, repairing, maintaining, installing, and testing various computer equipment, peripherals, data communication, and computer network systems.
• Sustaining effective collaboration with the remote support department, promptly resolving client issues, and ensuring a seamless ongoing support experience.
• Continuing to offer valuable insights to clients on a range of IT best practices and concepts, empowering them to make informed decisions for their businesses.
• Playing an ongoing key role in project handoff meetings for clients, ensuring a smooth transition and maintaining seamless service delivery.
• Maintaining meticulous records by recording and submitting daily timesheets, providing ongoing accurate and transparent documentation of client work.

Worksighted | Computer Lab Engineer | Full Time

August 2022 – June 2023

• Streamlined end-to-end PC deployment, configuring hardware and software to perfection
• Utilized advanced Windows image and app deployment techniques using the Microsoft Deployment Toolkit
• Leveraged expert troubleshooting skills to swiftly execute hardware repairs and upgrades
• Expertly facilitated warranty repairs with top hardware vendors to minimize downtime
• Seamlessly created and administered user/computer objects in Active Directory, Azure, and MS365 to keep clients connected and productive
• Maximized efficiency by expertly setting up, managing, and utilizing Microsoft Autopilot/Intune
• Crafted and revised crystal-clear PC/User setup documentation to ensure seamless onboarding for all new hires
• Confidently safeguarded critical data by performing expert data backup and restoration with Macrium Reflect
• Masterfully conducted remote PC setup and support using ConnectWise Automate/Control
• Stayed on top of each task and request by meticulously documenting and updating service tickets with ConnectWise Manage

A Squared Tech Solutions | Founder / Technology Specialist | Contract

Jan 2004 – Present

• Drove operational excellence by skillfully planning, building, repairing, upgrading, and diagnosing computers for diverse contract clients
• Expertly consulted with a premier graphic design company, crafting cutting-edge, high-end custom workstations on tight-turnaround times
• Provided best-in-class technology solutions to business clients, co-workers, friends, and family, delivering outstanding results for a broad range of IT challenges
• Boasted exceptional proficiencies in diverse areas of IT, from computer hardware and networking concepts to operating systems and Microsoft 365
• Delivered top-notch services, spanning new and used computer installation, virus and malware removal, network implementation and maintenance, operating system and software installation, audio/visual installation and setup, and comprehensive cell phone troubleshooting and education

NAPA Auto Parts | Area Manager | Full Time

Feb 2005 – August 2022

• Onboarded and educated Customer Sales Representatives, District Members, and Store Teams with computer hardware, software, and mobile applications
• Provided top-notch support for Customer Sales Representatives on Sales-i CRM usage, leveraging both web and mobile applications to maximize results
• Effectively utilized VPN software, remote management tools, Microsoft Teams, and video conferencing software to expertly support teams in executing on key business objectives
• Masterfully installed, replaced, upgraded, troubleshot, and aided store teams with a range of critical technology, including computers, servers, printers, networking equipment, phones, and tablets
• Successfully rolled out and trained management, dispatchers, and drivers on a new delivery management software and tablet program district-wide, dramatically increasing delivery efficiency
• Skillfully supervised, supported, helped, trained, and developed managers and teams across multiple business units, delivering significant results for the organization
• Spearheaded implementation and support of strategies and systems to drive efficiency in daily operations, generating greater productivity and cost savings
• Expertly executed critical inventory management programs, quota budgeting, P&L analysis, store operations, business review meetings, sales trade shows, and customer relation events
• Passionately mentored and coached future leaders through store management training programs, fostering a culture of excellence and continuous improvement

Hover.gg (Remote) | Community Engagement Team | Part Time

Jul 2021 – Jan 2022

• Promoted, organized, and managed creator opportunities within the Hover app and content creation community
• Moderated discussion board with ten thousand plus users, found and resolved issues, and escalated to the correct department as needed
• Promoted events that brought increased traffic and use of company app and website

Needle.com (Remote) | Norton Product Expert | Part Time

Jul 2021 – Jan 2022

• Needle.com Sales Chat Support Agent for Norton by Symantec
• Assisted customers with product questions and sales using online chat program
• Assisted customers with new purchases and renewals of current products
• Interacted with Team Members via chat system and helped them with their customer requests

Education

Coursera/Google

Mar 2022 – May 2022
Google IT Support Certificate
Those who earn the Google IT Support Professional Certificate have completed five-courses, developed by Google, that include hands-on, practice-based assessments and are designed to prepare them for entry-level roles in IT support. They are competent in foundational skills, including troubleshooting and customer service, networking, operating systems, system administration, and security.

Grand Rapids Community College

2005 – 2008
61 Credit Hours towards Associates Degree
Field of Study – Computer Applications Technology

Kent Career Tech Center

2003 – 2004
2 Semesters during Senior year of high school
Fields of Study – A+ Certification Training and Windows Networking

Northview High School

2000 – 2004
Field of Study – General Studies while receiving Diploma