Abdul Burrell
U.S. Armed Forces
Wilmington,DE
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT Support Specialist
United States Army Reserves
08.2021 - 11.2023
- Collected information about incidents through forms published in user self-service portals to ensure all relevant information was collected at the time of ticket creation.
- Categorized incidents by prioritization to sort incoming tickets and ensure they were routed to higher level technicians most qualified to work on the issue.
- Met with end users to provide diagnosis and resolutions once founded and if the incident remained unresolved, it was then escalated to a higher echelon, often at the (SOUTHCOM) Southern Command level of responsibility.
- Assisted in troubleshooting hardware and software issues.
Education
Bachelor of Arts - Criminal Justice
Goldey-Beacom College
Wilmington, DE05.2019
Associate of Science - Business Administration
Goldey-Beacom College
Wilmington, DE05.2017
Skills
- Help Desk Experience
- Software Installation
- Microsoft Outlook
- Ticketing system proficiency
- Computer System Diagnostics Software
- Call Management
- Problem-Solving
- Customer Service
Accomplishments
- Recipient of four departmental awards from 2021-2023 for exceptional behavior and providing stellar client service while serving on active overseas military duty with the United States Army in support of Operation Enduring Freedom.
Awards: (1) Good Conduct Medal, (1) Army Achievement Medal, (2) Army Commendation Medals
Certification
- Top Secret / SCI Security Clearance | Granted: 08/01/21 | Renews: 08/01/26
- CompTIA A+ | Acquired: 01/15/24 | Expires: 01/15/27
Affiliations
- U.S. Armed Forces
- Computing Technology Industry Association
Timeline
IT Support Specialist
United States Army Reserves
08.2021 - 11.2023
Bachelor of Arts - Criminal Justice
Goldey-Beacom College
Associate of Science - Business Administration
Goldey-Beacom College