Objective
a jack of two trades
A highly motivated and organized Helpdesk/Desktop Support professional with extensive experience in support and maintenance of computers, networks, and systems. Specializing in problem solving and troubleshooting, while having excellent customer service skills and technical knowledge.
Experience
Gordon & Rees - IT Analyst
July 2024 - Present
◇ Provide Tier 1 & 2 IT support to non-technical internal users through desk-side support services, including creating help desk tickets and troubleshot and resolving desktop issues.
◇ Deliver white glove customer service while providing technical support to remote clients via SCCM, Citrix Director and Splashtop.
◇ Assist in deployment of Windows 10 refresh.
◇ Assist users with permissions and usage file within management software (iManage Work 10).
◇ Provide Citrix workspace support within a Windows and Mac environment.
◇ Provide Audio Visual Support by performing testing and setup of meetings.
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munger, Tolles & Olson llp - IT Analyst
January 2022 - July 2024
◇ Provide Tier 1 & 2 IT support to non-technical internal users through desk-side support services, including creating help desk tickets and troubleshot and resolving desktop issues.
◇ Deliver white glove customer service while providing technical support to remote clients and executives.
◇ Train and supported technicians and representatives on departmental best practices within a law firm to ensure efficient workflow and high performance.
◇ Provide on call assistance and weekend/afterhours support.
◇ Deliver technical support for customers assigned to remote locations, including performing software and hardware upgrades and installations.
◇ Assist users with permissions and usage file within management software (iManage Work 10).
◇ Provide Audio Visual Support by performing testing and setup of meetings.
◇ Provide assistance in the server room assisting the Operations team.
◇ Prepare and provided equipment to attorneys and professional staff as needed including mobile device support.
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raventek - it support specialist / desktop administrator
July 2020 - March 2021
◇ Provided Tier 1 IT support to non-technical internal users through desk-side support services, including creating help desk tickets and troubleshot and resolving desktop issues.
◇ Delivered exceptional customer service while providing technical support to remote clients.
◇ Supported and performed front end web design/development in Microsoft SharePoint, including designing graphics for various multimedia formats, from typography and still images to web pages.
◇ Ensured cost-effectiveness by assessing and preparing equipment for reuse or surplus of property actions.
◇ Provide Audio Visual Support by performing testing and setup of meetings.
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help desk manager / help desk lead / senior desktop support technician
August 2014 - July 2020
◇ Resolved escalated issues by serving as subject matter expert on wide-ranging issues while providing information, guidance, and instruction on the use of hardware and software.
◇ Improved the end-user support experience by communicating with and managing customers' expectations of support and technology functionality.
◇ Recruited, trained, and supported help desk technicians and representatives on departmental best practices to ensure efficient workflow and high performance.
◇ Assist users with permissions and usage within government file management software
◇ Designed and led the technical roadmap to install desktops, portable microcomputers, peripherals, and software products for networked, classified and unclassified, and standalone environments.
◇ Identified and documented areas for process improvements while reviewing feedback generated for trouble ticketing software and direct feedback from users.
◇ Provided technical support for customers assigned to remote locations, including performing software and hardware upgrades and installations.
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desktop support technician
March 2009 - August 2014
◇ Provided Tier I & Tier II level application tech support, documenting all call information according to SOPs.
◇ Strategically planned and led the deployment of Windows 7 tech refresh, including managing Active Directory and Active Roles Server-Users, groups, computers, GAL, etc.
◇ Facilitated a smooth workflow while ensuring cost-effectiveness by cleaning, modifying, and repairing computer equipment, including monitors, keyboards and printers.
◇ Supported VIP government and military officials by resolving issues related to the Common Access Card.
Languages
Skills
Experience
Interests
Web Design
Coding
Video Editing
Music Production
Video Games
Cooking
YouTube Shows
Education
hylton high school
Highschool Diploma
Graduated June 2005
comptia security +
Certified in 2010