Resume

Summery

Experienced technical support professional looking for growth and opportunity. Noted for customer relationship building, striving to make sure every person is fully functional in this technical world, from simple day to day tasks to large scale projects. Ensuring quality of service, a speedy response time and overall a caring and compassionate attitude toward anyone involved.

Education

Old Dominion University, Norfolk, VA

Current part time student, striving to achieve a Bachelor’s degree in Communications, with a concentration in Film Studies

Tidewater Community College, Norfolk, VA

Graduated with an Associate’s of Applied Science in Information Systems Technology, December 2010

Maury High School, Norfolk, VA

Graduated with a Tech Prep Diploma with Honors, June 2007

Experience

Technical Support Professional at Old Dominion University, Norfolk, VA

September 2018 – Present

  • Act as second level of computer support for all assigned issues at the University
  • Provide technical knowledge, support and problem solving for desktop workstations, portable workstations, mobile devices, virtual desktops, and applications
  • Provide positive and responsive customer service to our internal and external users
  • Demonstrate the ability to independently apply technical judgement and skills
  • Schedule meetings with staff members as needed, to obtain necessary information in relation to projects
  • Manage medium and large-scale projects on around campus
  • Complete troubleshooting tasks both in-person and remotely using software remote control tools
  • Work with ITS to actively analyze technical issues to develop and document solutions

Desktop Support Technician at University of Mary Washington, Fredericksburg, VA

March 2017 – September 2018

  • Provide technical support for the faculty and support staff at the University
  • Update other staff members in the Office of Information Technology Support Services department on all IT related inquiries
  • Provide outstanding customer service to the faculty and staff
  • Troubleshoot all issues related to information technology
  • Maintain current and accurate inventory of technology hardware, software and resources
  • Properly install and maintain all technology for faculty and staff
  • Connect faculty and staff to network resources

Installation and Repair Technician at Tidewater Community College, Norfolk, VA

February 2012 – March 2017

  • Interim Management duties including the training and supervising duties of four technicians
  • Functioned as the representative for technical support on the District and Norfolk Campus
  • Collaborate with staff to ensure excellent service to staff, faculty, and students.
  • Ensure desktop standardization across the computer labs and faculty/staff computers
  • Maintain current and accurate inventory of technology hardware, software and resources
  • Involved in project planning for office moves and computer lab set ups

Technical Skills

  • Installation and configuration of PC Hardware/Software/Operating Systems/Desktop Applications/Network Connectivity/Printers 
  • Proficiency Windows, Mac OS X, knowledge of VMware tools and virtual desktops
  • Knowledge and troubleshooting ability of mobile devices and tablets
  • Knowledge of Active Directory Services and Group Policy settings
  • Experience using IT asset management software including Microsoft System Center Configuration Manager, Dell KACE, Ivanti, JAMF and Altiris 
  • Troubleshooting software programs such as Microsoft Office and Adobe Creative Cloud
  • Troubleshooting and repair skills for network connectivity   
  • Knowledge of ticket tracking systems to document trouble calls and research solutions to issues.  
  • Some scripting knowledge and experience using PowerShell 

Soft Skills

  • Customer service and customer relations skills
  • Strong interpersonal skills both written and verbal
  • Experience training and teaching specifically with technology
  • Experience in event set ups and break downs
  • Ability to speak in front of large groups
  • Excellent problem-solving skills
  • Attention to detail and organizational skills
  • Managing teams for large scale projects
  • Expert project management skills and ability to meet deadlines with time to spare
  • Excellent leadership skills as well as the ability to work with a team
  • Analytical thinking and research skills