Aisha Robinson
Virginia Beach,VA
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
13
13
years of professional experience
Work History
Elementary School Teacher
Virginia Beach Public Schools
08.2021 - Current
- Established open communication and positive relationships with students, parents, peers, and administrative staff.
- Developed problem-solving and critical-thinking skills by presenting challenges to boost self-esteem and performance.
- Pursued professional development during summer months to maintain certification and extend skills.
- Built positive relationships with parents to involve families in educational process.
- Incorporated Microsoft Office technology into lesson planning to create engaging, multi-dimensional lessons.
Information Technology Specialist
U.S. Navy Active Duty
11.2010 - 08.2021
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responds to over 30 end-user support requests and patiently walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented 35 support interactions for future reference, reducing troubleshooting tasks by 25 percent.
- Resolved 15-20 technical support inquiries per day.
- Provided high-level technical support by resolving phone, e-mail, and web inquiries, consistent with department and team service levels and goals.
- Walked over 30 new users through basic troubleshooting tasks, staff training, and mentoring initiatives.
- Managed system-wide operating system and software deployments and related software upgrade problems.
- Conducted daily system monitoring, verifying security, integrity, and availability of hardware, server resources, applications, and critical processes.
- Answered and triaged requests for assistance to provide top-notch support.
- Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
- Established, repaired, and optimized networks by installing wiring, cabling, and devices.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Investigated and corrected problems with printers, copiers, and other peripheral devices.
- Installed, configured, and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up workstations for employees.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software, and network issues.
- Developed and implemented preventive maintenance procedures.
- Configured and tested new software and hardware.
- Offered assistance in implementing and developing training programs.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Helped streamline repair processes and update procedures to support action consistency.
- Assisted employees with resolving network problems at remote locations.
- Handled scripting tasks for debugging and automation using Java.
- Configured, installed, and upgraded SQL databases.
Education
Bachelor of Science - Education
Grand Canyon University
Phoenix, AZ05.2021
Skills
- Relationship building
- Performance Optimization
- Desktop Component Repair
- System Provisioning
- Software Debugging
- Remote IT Implementation
- Problem-solving skills
- Time management
- Organizational skills
Timeline
Elementary School Teacher
Virginia Beach Public Schools
08.2021 - Current
Information Technology Specialist
U.S. Navy Active Duty
11.2010 - 08.2021
Bachelor of Science - Education
Grand Canyon University