Carin Thornton
OK
Summary
Dedicated and resourceful IT Infrastructure Help Desk Analyst with over 10 years of experience providing technical support and troubleshooting for hardware, software, and network systems. Proficient in identifying and resolving technical issues efficiently to ensure minimal downtime and optimal system performance. Skilled in user training and documentation to enhance end-user experience. Strong communication and customer service skills, coupled with a commitment to continuous learning and staying current with industry trends and technologies. Adept at working in fast-paced environments and collaborating with cross-functional teams to deliver exceptional IT support.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Tier 1 Technology Help Desk Analyst
Mars Solutions Group
07.2024 - Current
- Provides first and second level technical support for end users, troubleshooting hardware, software, and network issues to ensure minimal downtime and productivity loss in a remote setting
- Delivers robust first and second level technical support, swiftly addressing hardware, software, and network issues to ensure minimal downtime
- Enhances productivity and guarantees operational continuity, even in remote environments
- Oversees and maintains IT infrastructure, encompassing servers, switches, routers, and firewalls, to proactively detect and address potential issues, ensuring they are resolved before impacting operations
- Manages the implementation and upkeep of IT systems, including Active Directory, Exchange Server, and virtualization platforms, to meet the organization's technology requirements effectively
- Maintains precise documentation of IT assets, configurations, and procedures to ensure adherence to security policies and facilitate efficient troubleshooting and resolution of issues
- Works with cross-functional teams to analyze, recommend, and implement IT solutions and enhancements, driving continuous improvement of the organization's technology infrastructure.
IT Infrastructure Help Desk Analyst
Proven Recruiting
07.2022 - 07.2024
- Provided first and second level technical support for end users, troubleshooting hardware, software, and network issues to ensure minimal downtime and productivity loss in a remote setting
- Managed and monitored IT infrastructure, including servers, switches, routers, and firewalls to proactively identify and resolve potential issues before they impacted operations
- Assisted in the implementation and maintenance of IT systems, such as Active Directory, Exchange Server, and virtualization platforms to support the organization's technology needs
- Maintained accurate documentation of IT assets, configurations, and procedures to ensure compliance with security policies and facilitate efficient troubleshooting and resolution of issues
- Collaborated with cross-functional teams to analyze, recommend, and implement IT solutions and enhancements, contributing to the continuous improvement of the organization's technology infrastructure.
Computer Assistant
Department of Defense
05.2021 - 05.2022
- Expertly identifies and solves the technical issues of clients
- Providing telephone-based support, solving all technical issues providing online assistance, on-site support for challenging computer problems, understanding the issue and helping in narrowing such errors from occurring, performing research to solve challenging problems, developing user guides and training manuals, teaching clients and staff about hardware and software, and if needed installing and upgrading system hardware and software
- Expertly displays a wide knowledge of WAN/LAN networking, familiarity with computer systems and its components
- Possesses an in-depth awareness of internet security, data privacy, and sound troubleshooting skills
- Assisted with troubleshooting and resolving technical issues for computer hardware and software
- Installed and configured software applications and peripheral devices
- Provided technical support and guidance to end users on computer-related issues
- Maintained and updated computer systems and performed routine maintenance tasks
- Assisted in creating and updating documentation and training materials on computer systems and processes.
Technical Support Representative
Sitel
04.2020 - 02.2021
- Aptly involved in analyzing, troubleshooting and resolving technical issues
- Hardware and software maintenance Networking for voice or data installation and connection issues
- Also remotely configures and troubleshoots client's equipment and educates customers on how to self-solve minor issues
- Professionally outlines various job tasks such as - answering to incoming customer calls and providing telephonic or direct assistance, interacting and coordinating with other departments, making notations through computer terminals, at times selling additional products/services and escalating customer issues when appropriate
- Additional skills include advanced computing skills; a vast knowledge of PC, hardware, and troubleshooting skills; strong customer service skills, PC and networking expertise, familiarity with router configuration, strong technical understanding of the internet, networking, email protocols, voice and video calls
- Provided first-level technical support to customers via phone, email, and chat, resolving 90% of issues on the initial contact
- Documented and escalated complex technical issues to the appropriate internal teams for resolution, resulting in improved response time and customer satisfaction
- Conducted software troubleshooting and diagnostics to identify root causes of technical problems, leading to a 20% reduction in recurring issues
- Assisted in training new technical support team members on company products, procedures, and best practices, resulting in a more knowledgeable and efficient team
- Collaborated with the product development team to test new features and enhancements, providing valuable feedback on usability and functionality.
Education
Great Plains Technology Center
Lawton, OKSkills
- Excellent organizational skills
- Excellent oral and written communication skills
- Knowledgeable in MS Office skills and applications
- Customer service
- Troubleshooting
Certification
- CompTIA Security+, CompTIA, 09/2010, www.certmetrics.com/comptia/candidate/ce...
- Microsoft Specialist: Windows 7, Configuring, Microsoft, 11/2015, learn.microsoft.com/en-us/users/carintho...
- Microsoft Certified Professional, Microsoft, 04/2012, learn.microsoft.com/en-us/users/carintho...
Personal Information
Title: IT Infrastructure Help Desk Analyst
Timeline
Tier 1 Technology Help Desk Analyst
Mars Solutions Group
07.2024 - Current
IT Infrastructure Help Desk Analyst
Proven Recruiting
07.2022 - 07.2024
Computer Assistant
Department of Defense
05.2021 - 05.2022
Technical Support Representative
Sitel
04.2020 - 02.2021
- CompTIA Security+, CompTIA, 09/2010, www.certmetrics.com/comptia/candidate/ce...
- Microsoft Specialist: Windows 7, Configuring, Microsoft, 11/2015, learn.microsoft.com/en-us/users/carintho...
- Microsoft Certified Professional, Microsoft, 04/2012, learn.microsoft.com/en-us/users/carintho...
Great Plains Technology Center
Similar Profiles
Mark "Max" HermansenMark "Max" Hermansen
Full Stack Developer at MARS Solutions GroupFull Stack Developer at MARS Solutions Group
Pratyanshu Pratap Singh RajputPratyanshu Pratap Singh Rajput
Business Development Specialist at MARS Solutions GroupBusiness Development Specialist at MARS Solutions Group
Anas Khan AfridiAnas Khan Afridi
Senior Talent Acquisition Specialist at MARS Solutions GroupSenior Talent Acquisition Specialist at MARS Solutions Group