Alexander Middleton
Denver,Colorado
Summary
Dynamic and team-oriented IT project manager with over 2 years of experience in IT support, customer service and healthcare systems. Innovative and driven with passion for delivering high-quality work. Detail-oriented and focused on maintaining organization and identifying opportunities for process improvements.
Overview
2
2
years of professional experience
Work History
IT Systems Associate
Advent Health
Denver, CO
05.2023 - Current
- Install desktop hardware and software, including desktops, laptops, printers, scanners, PDAs, operating systems, tablets and standard applications. This includes installation and relocation of devices, as required.
- Follow AIT standards for devices and software, as approved and directed by AIT Senior Leadership; report any non-standard installations of software or hardware
- Using Active directory to connect users to appropriate network groups allowing permissions
- Enter and update Service Desk tickets required to monitor and track all work done in IT Support
- Contribute to maintaining inventory and spare hardware, and related inventory records in ServiceNow
- Site walk-throughs and audits, to ensure accurate equipment and compliance is in place.
- Completing at least 5 assigned tasks and projects daily
- Help fellow IT Support Technicians improve teamwork, knowledge, and customer service. Take
appropriate direction from Senior/Lead IT Support Technician member and/or Manager/Director. - Met standards SLA for incident and request, deploy applications via workstation management software.
- Work with networking and server staff, as required, to provide proper end-user connectivity to network, servers, and applications/system
- Resolved malfunctions with systems and programs through troubleshooting.
Technical Support Engineer
Shift 4
Allentown, PA
02.2023 - 07.2023
- Handled over 50 both incoming and outgoing calls to end users as well as advanced reseller technicians per day
- Maintain detailed documentation of interactions with end users or resellers while using polite communication
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as primary point of contact for support relating to owned solutions and products.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Desktop Support Engineer
Boulder County
Boulder, CO
01.2022 - 01.2023
- Reimaging laptops and desktops
- Windows 7/10 desktop laptop support and remote software support
- Installing and computing hardware and software
- Prioritized, tracked and documented problem resolutions, notifying customers of issue status.
- Documented and updated known fixes in knowledge base for future reference.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Education
Information Technology
ACI Learning
Denver,CO07.2023
Skills
- Team leadership
- Risk management
- Quality assurance
- Project recovery
- Task management
- Excellent communication skills
- Time management
- Process integration
- Active Directory
Timeline
IT Systems Associate
Advent Health
05.2023 - Current
Technical Support Engineer
Shift 4
02.2023 - 07.2023
Desktop Support Engineer
Boulder County
01.2022 - 01.2023
Information Technology
ACI Learning