Alexis M. Price
Austin,TX
Summary
Dedicated IT professional with 5+ years of experience providing IT support and maintenance. Managed 20+ cases daily for on-site and remote users. Familiar with ITSM and ITIL. Solution-focused IT Technical Support Specialist known for high productivity and efficient task completion. Possess specialized skills in network troubleshooting, software installation, and cybersecurity measures. Excel in problem-solving, time management, and communication, ensuring smooth technological operations and user satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Support Technician
PCSI
Austin, TX
01.2022 - Current
- Investigate and respond to support requests via email, phone, and remote control software
- Enhance support processes and procedures, resulting in a 94% end-user satisfaction rate
- Research new technologies and provide training to staff across all departments to optimize productivity
- Install, configure, and manage laptops, phones, printers, and other devices for 80+ employees
- Understanding of various software applications, including operating systems, office suites, and specialized software related to the supported products or services
- Proficiency in using remote desktop software to assist customers remotely
- Knowledge of virtual private networks (VPNs) and remote access solutions
- Keeping up with evolving technologies and product updates
- Participating in ongoing training and certifications to stay current in the field
- Understanding and adhering to company policies, procedures, and guidelines, especially regarding customer interactions and data protection
Help Desk
Asurion
Nashville, TN
07.2019 - 09.2021
- Performed network, software and hardware troubleshooting to ensure all systems and 40+ workstations were operating optimally
- Created and updated IT support documentation and user guides, leading to a 15% decrease in tickets
- Configured and managed Windows 10 builds using Microsoft MECM
- Conducted onboarding and offboarding, including administering email and user accounts
Education
Bachelor of Science - Information Technology
Full Sail University
Orlando, FL01.2023
Skills
- Python
- ServiceNow
- MECM
- Linux
- Windows Server 2019
- Windows Workstation
- SaaS
- Mac OS
- Microsoft Azure
- Digital Ocean
- Amazon Web Services (AWS)
- Ansible
- VMware Fusion
- VirtualBox
- LAN/WAN
- DNS
- DHCP
- TCP/IP
- Mobile device management
- Operating system support
- Hardware installation
- Ticketing system experience
- Active Directory management
- Remote desktop support
- End-user training
- Asset management
- Printer support
- Incident management
- Active Directory
- Incident response
- Troubleshooting
- Collaboration
- Communication
Certification
- AZ-900
- MS-900
Affiliations
- PCSI Employee of the Month Nominee
References
References available upon request.
Timeline
IT Support Technician
PCSI
01.2022 - Current
Help Desk
Asurion
07.2019 - 09.2021
Bachelor of Science - Information Technology
Full Sail University
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