Alana Cotten
IT Support Technician
Lithonia,GA
Summary
Desktop Engineer configuring and deploying Windows endpoints through MECM and Intune for enterprise environments. Streamlines imaging, software installation, patching, and secure data migration to keep workstations ready for use. Strengthens endpoint reliability by managing lifecycle records, standard builds, and coordinated remediation with technical teams.
Overview
3
3
Certifications
5
5
years of professional experience
Work History
Workstation PC Technician
Kaiser Permanente
Atlanta, GA
09.2022 - 07.2026
- Implemented imaging, configuration, and deployment of Windows 10/11 workstations via MECM and Microsoft Endpoint Manager (Intune) to elevate endpoint readiness.
- Handled resolution of hardware and software printer account and network incidents, securing over 95% SLA compliance and decreasing user downtime.
- Handled hardware, software, printer, account, and network incidents while maintaining over 95% SLA compliance and decreasing downtime.
- Executed installation and upgrades of Windows OS and Microsoft 365 applications, including Teams and Outlook. Provided support for secure data migration and recovery solutions.
- Oversaw 500+ IT assets and lifecycle documentation, increasing asset tracking accuracy by 20%.
- Facilitated collaboration among infrastructure, networking, security, and application teams to tackle escalated incidents, alleviating business disruption.
- Analyzed and addressed hardware and software challenges for end-users, elevating operational efficiency.
- Offered technical guidance on various systems to ensure smooth user interactions department-wide
- Championed the adoption of new software applications, providing onsite and remote support during the transition period for seamless integration into daily operations.
Desktop Support Technician / Tech Ops
Rooms-To-Go
Suwanee, GA
08.2021 - 08.2022
- Handled up to 35 ServiceNow tickets weekly for retail store users, emphasizing urgent incidents to uphold store functionality.
- Streamlined support for desktops, laptops, printers, and peripherals, enabling consistent connectivity and access to vital applications including Citrix and Microsoft Office.
- Administered ITIL-aligned incident management escalation workflows and documentation standards to optimize service desk performance.
- Executed strategies resulting in 15% decline in system downtime across retail locations by mitigating recurring challenges and optimizing workstation upgrades.
- Recorded 200+ IT assets, strengthening inventory accuracy and visibility of asset ownership across diverse store locations.
- Executed software deployments and workstation upgrades, improving endpoint configuration processes across 5+ retail sites.
- Diagnosed and addressed hardware and software problems for end-users, maintaining low downtime.
Part-Time Remote Helpdesk Support
State Farm
Dunwoody, GA
03.2021 - 08.2021
- Oversaw nearly 45 help desk tickets daily in fast-paced remote support atmosphere.
- Analyzed application access and connectivity issues, advancing complex incidents to maintain consistent service availability.
- Guided 50+ users through preventive troubleshooting strategies and self-service resources, facilitating a decline in repeat tickets.
- Adjusted and optimized usage of new technology and software applications efficiently
- Engaged actively in collaborative settings, providing support and guidance.
Education
A.A.S. - Computer Network Systems
ITT Technical Institute
Charlotte, NC07-2013
Networking & Cybersecurity Certificate -
DatumTech Academy
Snellville, GA08-2027
Skills
Windows 10/11
Microsoft 365
Intune
ServiceNow
PowerShell
Incident management
Troubleshooting
Root cause analysis
SLA compliance
Documentation
Asset management
Workstation deployment
Endpoint configuration
Data migration
Backup & recovery
Certification
Microsoft Certified: Azure Fundamentals (AZ-900)
Timeline
Workstation PC Technician
Kaiser Permanente
09.2022 - 07.2026
Desktop Support Technician / Tech Ops
Rooms-To-Go
08.2021 - 08.2022
Part-Time Remote Helpdesk Support
State Farm
03.2021 - 08.2021
A.A.S. - Computer Network Systems
ITT Technical Institute
Networking & Cybersecurity Certificate -
DatumTech Academy
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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