- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Electronics and Circuit Building
Abby Smith
Gurnee,IL
Summary
Results-driven IT professional with expertise in information security and operational efficiency. Successfully developed training materials and collaborated with teams to optimize IT processes, ensuring robust system performance and user proficiency.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Detail-oriented [Job Title] with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
21
21
years of professional experience
Work History
IT Specialist
VA Contractor(RockITDATA)
09.2021 - 03.2026
- Managed IT support tickets, ensuring timely resolution and high customer satisfaction.
- Implemented system updates and patches to enhance security and performance.
- Conducted troubleshooting for hardware and software issues, improving operational efficiency.
- Collaborated with teams to streamline IT processes and documentation practices.
- Developed training materials for end-users, enhancing technical proficiency within the organization.
- Monitored network performance, identifying areas for improvement to optimize system reliability.
- Assisted in project planning and execution for IT initiatives aligned with organizational goals.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
- Walked individuals through basic troubleshooting tasks.
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
IT Support Specialist
Optimas Solutions
03.2011 - 04.2017
- Provided technical support for hardware and software issues, ensuring timely resolution for end-users.
- Configured and maintained IT systems, enhancing operational efficiency and user experience.
- Developed training materials and conducted workshops to improve staff proficiency in new technologies.
- Collaborated with cross-functional teams to identify and resolve recurring technical challenges.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Mentored junior technicians, fostering skill development and knowledge sharing within the team.
AS400 SME
HSBC
01.2005 - 05.2011
- Led cross-functional teams to implement compliance strategies, enhancing operational efficiency across departments.
- Developed training programs for staff, improving knowledge retention and service delivery quality.
- Analyzed industry trends and regulatory changes, advising on strategic adjustments to business practices.
- Facilitated workshops to address process improvements, fostering a culture of continuous learning and innovation.
- Mentored junior team members, guiding them in best practices and professional development opportunities.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Education
High School Diploma -
Homewood Flossmoor HS
Flossmoor, IL06-1975
Computer Operations Certification - Computer And Information Sciences
Prairie State College
Chicago Heights, IL05-1978
Skills
- IT troubleshooting
- IT documentation
- Information security
- Troubleshooting
- Data entry
- Critical thinking
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
Interests
Timeline
IT Specialist
VA Contractor(RockITDATA)
09.2021 - 03.2026
IT Support Specialist
Optimas Solutions
03.2011 - 04.2017
AS400 SME
HSBC
01.2005 - 05.2011
Computer Operations Certification - Computer And Information Sciences
Prairie State College
High School Diploma -
Homewood Flossmoor HS