Alana Cotten
Lithonia,USA
Summary
Professional IT specialist with strong background in troubleshooting, hardware maintenance, and software installation. Known for effective collaboration and adaptability, ensuring seamless team operations and achieving results. Skilled in network configuration, technical support, and customer service. Reliable and responsive to evolving technical needs.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Workstation PC Technician - INT
Kaiser Permanente
09.2022 - Current
- Supported a robust Microsoft-based network running Windows 10/11, Microsoft Office 365, MS Teams, etc.
- Interviewed clients as part of pre-deployment asset discovery
- Maintained and secured inventory of all hardware and software
- Received assets, move equipment within and/or between KP facilities, and stage equipment for build/imaged activity
- Provided basic desktop and networking support including knowledge of Windows operation systems, Active Directory, DCHP/DNS, and Group Policy, including OS error conditions, “Ipconfig” command.
- Installed and supported PC hardware and software, troubleshooted network usage and computer peripherals
- Performed data transfers and recovery, managed email administration, prepared assets for disposition, and handled other administrative tasks
Desktop Support Technician/Tech Ops
Rooms-To-Go
08.2021 - 08.2022
- Traveled to store within the region, and provided customer support, which includes incident, problem solving, and service request resolution for customers using ServiceNow ticketing system.
- Achieved the highest possible levels of customer satisfaction, duties including championing operational excellence initiatives involving continued maturing of ITIL-based processes for all the store staff.
- Administered on-site, and some remote support to resolve software, network, and hardware issues for salespeople, managers, and office staff.
- Documented changes of IT assets such as status and ownership
- Maintained, analyzed, troubleshooted, and repaired computer systems and peripherals involving Citrix, Desktops, laptops, and basic Microsoft Office products.
- Voluntarily took part in projects that require CATS involvement.
- Worked efficiently under conditions of multiple deadlines and changing priorities to produce high quality material with meticulous attention to detail.
- Responded to organization changes business requirements reducing incidents and disruption while maximizing value and decreasing re-work.
- Managed and checked service levels with internal customers and vendors.
Hardware/Software Help Desk Support (Part-Time/Work From Home)
State Farm
03.2021 - 08.2021
- Provided first contact technical support for hardware, software, procedures, password resets, etc. via the telephone, email, and/or the internet/intranet.
- Researched, troubleshooted, resolved, and/or documented incidents for internal customers via knowledge-based and documented systems.
- Followed and supported workforce management, service management, and incident handling procedures and philosophy to resolve business partner's problems.
- Provided Quality Customer Service - Including Remarkable principles.
- Diagnosed and documented customer's technical and “How to” problems and resolving, educating, escalating, or assigning problems to proper area.
- Educated customer on how to avoid future related problems and may serve as customer's contact for status and/or customer concurrence of problem resolution.
- Demonstrated knowledge of procedures, processes, tools, and systems.
- Kept abreast of technological changes pertinent to their job responsibilities (BB items, Outages, updates on procedures).
- Adapted to approach the situation demands and as well receptive to support of change.
- Showed, resolve, escalate/assign routine incidents with limited direction.
Education
Associate of Applied Science - Computer Network Systems
ITT Technical Institute
Charlotte, NC06.2013
Technical Certification - undefined
DatumTech Academy
Gwinnett County, GA07.2025
Skills
- Network Security (Beginner)
- Technical Documentation (Skillful)
- System Configuration (Skillful)
- Computer assembly
- Cloud Computing (Beginner)
- Remote Support (Skillful)
- Asset Management (Beginner)
- Troubleshooting Techniques (Skillful)
- Printer troubleshooting
- Performance optimization
- Mobile device support
- Software installation
Certification
- Certified CompTIA ITF+, 12, 12/2019
- Certified Microsoft Azure Fundamentals, 05/2023
- Certified Microsoft Security Compliance and Identity Fundamentals, 09/2023
- CompTIA Network+ and Microsoft Azure Data Fundamentals Training
Timeline
Workstation PC Technician - INT
Kaiser Permanente
09.2022 - Current
Desktop Support Technician/Tech Ops
Rooms-To-Go
08.2021 - 08.2022
Hardware/Software Help Desk Support (Part-Time/Work From Home)
State Farm
03.2021 - 08.2021
Technical Certification - undefined
DatumTech Academy
Associate of Applied Science - Computer Network Systems
ITT Technical Institute
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