Summary
Overview
Work History
Education
Skills
Websites
Ongoing Engagement Additional Information
Certifications Professional Development
Timeline
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Adam Cheney

Denver,CO

Summary


Attentive Desktop Support Technician with five years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.

Overview

15
15
years of professional experience

Work History

Desktop Support Specialist

Southwest Airlines
03.2022 - Current
  • Partner with leadership to develop and execute strategic initiatives aligned with company goals.
  • Facilitate decision-making through clear communication and impactful presentations.
  • Implement process improvements and technology advancements to enhance efficiency by 30% increase in incident resolution
  • Support cross-functional teams in addressing timeline, risk, and scope challenges.
  • Maintain desktop/mobile devices and airline-specific systems in high-pressure environments.
  • Lead IT infrastructure projects, including installation, configuration, and maintenance.
  • Mentor team members on advanced troubleshooting and technical processes.
  • Utilize ServiceNow and SCCM to optimize service delivery and workflow management.
  • Onsite and remote incident management resutling in average of 60 tickets per week.

Technology Support Specialist

Transcom USA
01.2021 - 12.2021
  • Company Overview: Remote
  • Provided Tier 1 & 2 technical support across diverse systems in the US and Canada.
  • Documented and escalated technical solutions while enhancing the knowledge base.
  • Installed and maintained IT security measures to ensure functionality and safety.
  • Analyzed and resolved connectivity and performance issues.
  • Assisted customers with product selection to align with their goals and budgets.
  • Remote

Professor of Rhetoric and Composition

University of North Texas
08.2019 - 08.2020
  • Delivered classroom lectures, instructing over 75 students per semester in composition and rhetoric.
  • Employed diverse teaching approaches to help students of all abilities understand material.
  • Immersed students in unfamiliar cultures by devising hands-on activities.
  • Expanded student understanding of texts by spearheading in-depth discussions and assigning exploratory essays to help students articulate knowledge.
  • Encouraged participation by maintaining a positive attitude and proactively engaging students in activities and lessons.
  • Used effective teaching techniques and learning strategies in translating lesson plans into productive student learning experiences.
  • Defined and articulated goal learning outcomes, performance metrics, and changes to improve student learning.
  • Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.

Professor of Rhetoric and Composition

Richland College
08.2015 - 08.2019
  • Delivered classroom lectures, instructing over 75 students per semester in composition and rhetoric.
  • Employed diverse teaching approaches to help students of all abilities understand material.
  • Immersed students in unfamiliar cultures by devising hands-on activities.
  • Expanded student understanding of texts by spearheading in-depth discussions and assigning exploratory essays to help students articulate knowledge.
  • Encouraged participation by maintaining a positive attitude and proactively engaging students in activities and lessons.
  • Used effective teaching techniques and learning strategies in translating lesson plans into productive student learning experiences.
  • Defined and articulated goal learning outcomes, performance metrics, and changes to improve student learning.
  • Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.

Technical Writer

EC Service Corp
05.2018 - 06.2019
  • Created technical documentation and support materials for medical equipment professionals.
  • Conducted research and collaborated with teams to ensure technical accuracy.
  • Improved communication through user-friendly manuals and process guides.

Professor of Rhetoric and Composition

University of Texas at Dallas
08.2010 - 08.2015
  • Delivered classroom lectures, instructing over 75 students per semester in composition and rhetoric.
  • Employed diverse teaching approaches to help students of all abilities understand material.
  • Immersed students in unfamiliar cultures by devising hands-on activities.
  • Expanded student understanding of texts by spearheading in-depth discussions and assigning exploratory essays to help students articulate knowledge.
  • Encouraged participation by maintaining a positive attitude and proactively engaging students in activities and lessons.
  • Used effective teaching techniques and learning strategies in translating lesson plans into productive student learning experiences.
  • Defined and articulated goal learning outcomes, performance metrics, and changes to improve student learning.
  • Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.

Education

Master of Arts - English Language and Literature

Northern Michigan University
Marquette, MI
05.2000

Bachelor of Arts - English Language and Literature

Weber State University
Ogden, UT
06.1998

Skills

  • Business process improvement
  • Technology enhancement
  • Risk mitigation
  • Technical writing
  • Windows (11, 10, 7)
  • IOS
  • Microsoft Office Suite
  • Active Directory
  • SCCM
  • ServiceNow
  • Deep understanding of customer needs
  • End-user training
  • Asset management
  • System administration
  • Mobile device management
  • Advanced troubleshooting

Ongoing Engagement Additional Information

  • Dedicated to fostering an inclusive environment where all team members feel valued.
  • Actively pursuing professional development in Network Engineering and IT support.
  • Committed to identifying root causes of technical issues and expanding knowledge.
  • Available for travel for meetings, training, and conferences as required.
  • Remote-work ready with a fully equipped home-office setup.

Certifications Professional Development

  • Network Engineering, Ongoing
  • Field Services Ticketing Systems, Ongoing

Timeline

Desktop Support Specialist

Southwest Airlines
03.2022 - Current

Technology Support Specialist

Transcom USA
01.2021 - 12.2021

Professor of Rhetoric and Composition

University of North Texas
08.2019 - 08.2020

Technical Writer

EC Service Corp
05.2018 - 06.2019

Professor of Rhetoric and Composition

Richland College
08.2015 - 08.2019

Professor of Rhetoric and Composition

University of Texas at Dallas
08.2010 - 08.2015

Master of Arts - English Language and Literature

Northern Michigan University

Bachelor of Arts - English Language and Literature

Weber State University

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Adam Cheney