Summary
Overview
Work History
Education
Skills
Timeline
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Keyuana Thompson

Atlanta,Georgia

Summary

Highly skilled IT Help Desk Technician with 5 years of experience providing technical support to end users in a fast-paced and dynamic environment. Proficient in troubleshooting hardware and software issues, resolving network connectivity problems, and assisting with system upgrades. Strong communication and customer service skills, with a proven track record of delivering high-quality support and solutions to ensure optimal functionality of IT systems. Adept at working independently and collaboratively in a team setting to meet and exceed customer expectations. Seeking to leverage technical expertise and problem-solving abilities to contribute to a high-performing IT department.

Overview

6
6
years of professional experience

Work History

Onsite Help Desk Analyst

NHS Management LLC
04.2023 - Current
  • Providing clients with immediate support over the phone.
  • Resolving tickets at desk or hands-on-in-person assistance.
  • Triage incoming help desk requests, resolving those of a more general nature, and when necessary, assign issues to appropriate IT staff members. 
  • Document resolution of issues when closing Help Desk tickets.
  • Create and maintain formal procedures for problem resolution to share across the team. 
  • Work with others on the team to balance workload and provide coverage during all posted hours of support. 
  • Provided technical support to end users on hardware, software, and network issues onsite
  • Resolved IT problems efficiently and documented solutions for knowledge base
  • Conducted troubleshooting and diagnosed issues with desktops, laptops, printers, and mobile devices
  • Assisted in setting up new user accounts and configuring software applications
  • Collaborated with IT team to escalate and resolve complex technical issues for seamless operation

Community IT Technician

Self Taught
06.2021 - Current
  • Provided technical support and troubleshooting services to community members on a wide range of IT issues, including hardware and software problems
  • Implemented and maintained network infrastructure for community organizations, ensuring smooth connectivity and efficient data transfer
  • Delivered training and workshops to educate community members on basic IT skills and best practices for cybersecurity
  • Collaborated with local businesses and non-profit organizations to address their IT needs and develop customized solutions
  • Managed IT projects within the community, overseeing requirements gathering, planning, and implementation to meet organizational goals

Help Desk Technician

Books-A-Million
11.2022 - 04.2023
  •  Responsible for troubleshooting and resolving a wide variety of technical issues in support of Books-AMillion, 2nd & Charles, and Yogurt Mountain.
  • Responsibilities include (but not limited to) Windows PCs, in-store phone systems, overhead music/paging systems, handheld RF scanners, point of sale systems, networking issues, and coordinating with third-party technicians and outside service vendors.
  • Provide Tier 1 IT support in a call center environment to stores by remotely diagnosing and resolving IT issues in a timely manner.
  • Prioritize tickets in order of impact and document the work done to resolve common issues Provide support for laser, inkjet, and thermal printers.
  • Escalate issues Tier 1 helpdesk cannot fix to appropriate teams.

Logistics Specialist

ARD Logistics
06.2021 - 11.2022
  • Utilized supply chain management  SAP software to track inventory levels and optimize warehouse operations.
  • Implemented process improvements resulting in a 15% increase in efficiency within the logistics department.
  • Conducted regular audits of shipping and receiving processes to maintain accuracy and compliance with company standards.
  • Promoted to Team Leader within first three months of working.
  • Promoted to Logistics Specialist ten months after being Team Leader.

Order Pickup and Delivery Team Member

Menards
09.2018 - 06.2021
  • Efficiently and accurately pick up orders from designated locations
  • Safely and promptly deliver orders to customers in a timely manner
  • Handle cash transactions and accurately maintain payment records
  • Ensure orders are carefully packaged and labeled for delivery
  • Collaborate with team members to prioritize tasks and meet delivery deadlines

Education

Bachelors Of Mathematics - Computer Science - mathematics

Wichita State University
Wichita, KS
12-2019

Associates - Applied Science - AS General Studies

Shelton State Community College
Tuscaloosa, AL
05-2016

Skills

  • VPN
  • Active directory
  • SAP
  • Teamwork
  • Software Troubleshooting
  • Hardware Troubleshooting
  • DNS
  • Help Desk
  • Customer Service
  • Microsoft Office
  • Excel
  • IOS Support
  • Windows Support

Timeline

Onsite Help Desk Analyst

NHS Management LLC
04.2023 - Current

Help Desk Technician

Books-A-Million
11.2022 - 04.2023

Community IT Technician

Self Taught
06.2021 - Current

Logistics Specialist

ARD Logistics
06.2021 - 11.2022

Order Pickup and Delivery Team Member

Menards
09.2018 - 06.2021

Bachelors Of Mathematics - Computer Science - mathematics

Wichita State University

Associates - Applied Science - AS General Studies

Shelton State Community College

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Keyuana Thompson