Dean Coetzee

Entry-level IT Support Specialist with hands-on desktop support experience and a strong customer-service background. Skilled in Windows 10/11 troubleshooting, PC repair, malware removal, data backup and recovery, Wi-Fi/router setup, printer/scanner setup, remote support, and step-by-step user guidance. Known for explaining technical issues clearly to non-technical users, documenting fixes, and following through until problems are resolved.

Desktop Support Technician / Independent IT Support - PointInk / Project-Based Support - Las Vegas, NV

(2021-01)

• Provide in-person and remote desktop support for home and small-office users, including computer diagnosis, repair, software troubleshooting, and hardware installation.
• Install, configure, and troubleshoot Windows systems; support basic Linux and Unix environments from coursework and hands-on use.
• Resolve user issues involving malware and spyware removal, data recovery, data backup setup, driver problems, performance issues, Wi-Fi/router setup, printers, scanners, and Outlook configuration.
• Perform routine maintenance for small-business clients, including OS security patching, OS upgrades, software updates, and firmware updates.
• Use TeamViewer, Windows Remote Desktop, phone support, and email instructions to guide non-technical users through issue resolution.
• Research vendor documentation and escalate unresolved hardware or software issues to suppliers while helping clients apply recommended fixes.

Independent Driver / Customer Service Provider - Rideshare Platforms - Las Vegas, NV

(2024-01)

• Provide customer-facing service in a high-volume Las Vegas market while managing routes, timing, safety, and customer expectations.
• Use mobile applications, GPS, digital payments, and real-time communication to complete service requests efficiently.

Ophthalmic Laboratory Technician - LabTech Southwest - Las Vegas, NV

(2017-11 - 2019-10)

• Fabricated lenses, performed quality control inspections, and completed frame adjustments according to order requirements.
• Collaborated with optometrists and dispensing opticians to fulfill eyeglass orders accurately and on schedule.
• Managed inventory, stocked incoming lenses, prepared shipments, and supported wholesale outreach to independent optical stores.
• Maintained accuracy and attention to detail in a deadline-driven production environment.

Computer Technician and Sales Associate - The UPS Store #0007 and #2804 - San Diego, CA and Dallas, TX

(2012-11 - 2017-12)

• Maintained public-use computers and staff workstations, including Windows installs, software patching, issue triage, and coordination with leased-equipment suppliers.
• Benchmarked workstation hardware to identify performance bottlenecks, then upgraded hardware or tuned software configurations to improve reliability.
• Supported customers with shipping, packing, document services, mail forwarding, POS transactions, and product questions in a fast-paced retail environment.
• Served as Lead Mail Forwarding Associate, following customer instructions accurately and protecting time-sensitive customer documents.

Lead Project Manager / Production and Customer Service Specialist - FedEx Office and Print Services (Kinko's) - Issaquah, WA and San Diego, CA

(2004-10 - 2010-11)

• Promoted through five roles from front counter and shipping into production, signs and graphics, and Lead Project Manager responsibilities.
• Managed print and sign projects from customer intake through scoping, scheduling, production, quality review, and delivery.
• Earned President's Club recognition three consecutive years from 2006 to 2008 for service and sales excellence.
• Helped improve retail store ranking from 50% to 85% by motivating team members to improve customer service and follow-through.
• Grew monthly Signs and Graphics sales from approximately $12,000 to $17,000 within two months through quality improvements and improved product guidance.

Cell Phone and Electronic Hardware Repair Technician - Hardware Repair - Cellular Repair School LLC

Coursework - Computer Information Sciences - Brookhaven College / Dallas County Community College

High School Diploma - Woodbury High School (2002)