Aidan Harrison
Port Angeles
Summary
Dynamic Information Systems Technician with the United States Coast Guard, skilled in systems administration and troubleshooting. Proven track record in enhancing user satisfaction through effective end-user training and robust cybersecurity protocols. Adept at resolving complex technical issues while fostering strong client relationships to ensure optimal support experiences.
Proficient in setting up and maintaining stations, training users and supporting pivotal process improvements to DOD related networking systems and software. Well-versed knowledge of up-to-date business practices, IT standards and government regulations. Self-motivated approach to monitoring and resolving troublesome IT issues. Expert collaboration with developers to continuously improve tools and resources.
Successful at problem-solving computer-related and network problems with an efficient and organized approach. Specializing in military and high stress environments and well-versed in adapting to the latest updates.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Information Systems Technician
United States Coast Gaurd
08.2022 - Current
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Worked with [Name] and [Name] operating systems.
- Implemented security policies and distributed updates to end users.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Handled initial troubleshooting and escalation of service requests.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Documented support interactions for future reference.
- Trained users on how to properly operate equipment and software programs.
- Provided basic end-user troubleshooting and desktop support.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Developed and maintained thorough knowledge of company departments and compliance programs.
- Managed high levels of call flow and responded to technical support needs.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Installed, configured, and patched user hardware and software.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Education
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT01-2027
Skills
- Systems administration
- Networking issues
- Mobile device management
- Cybersecurity protocols
- Wireless networking
- Troubleshooting
- Equipment setup
- End-user training
- Information security
- Hardware and software support
- VoIP systems
- Hardware maintenance
- Application support
- Operating systems
- Disaster recovery
- Active directory
- End user support
- Network administration
- System administration
- Network troubleshooting
- Computer maintenance
- Technical troubleshooting
- Troubleshooting skills
- Inventory oversight
- Equipment maintenance
Certification
CompTIA : A+, Net+, Sec+, Project+
ITIL
Timeline
Information Systems Technician
United States Coast Gaurd
08.2022 - Current
Bachelor of Science - Information Technology
Western Governors University