Alicia M. Hammock
Myrtle Beach,SC
Summary
Google Certified IT Professional and recent graduate of Merit America's accelerated IT program, in addition to presently pioneering to completion of a Bachelor of Science in Information Technology. 10 + years of IT and network support expertise, proficiency in applying technical and analytical skills to contribute to the growth and sustainability of an organization.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Sales Manager
RAC
Charles Town, WV
04.2017 - 04.2020
"Provided desktop support, while exceeding sales targets by 20% on a weekly basis.”
- Installed/configured Windows OS and proprietary security software in over 400 laptops, and100s of Mobile Phones, and provided continued IT support
- Traveled to customer locations to analyze technical challenges, create dynamic strategies and rapidly implement solutions.
- Implemented CRM training across regional stores to automate leads management, resulting in exceeded sales goals and customer retention.
Tech Support Supervisor
Staples
Charles Town, WV
10.2015 - 04.2017
"Provided Tier 1 IT support to non-technical internal users through desk side support services"
- Supported end-users to install hardware, operating systems, and software by providing technical support
- Accountable for Tech Services Sales and Products in sustained effort to accomplish results in increased profit margins and customer service rating
- Administered specialized coaching and intricate solutions for optimizing technical support procedures while improving team cohesion
- Used ticketing systems to manage and process support actions and requests.
IT Field Support Technician
McKellar Corporation
Butlerville, IN
11.2011 - 07.2014
"Implemented Tier 1 IT support, and managed technical equipment such as cameras, laptops, and software”
- Used Pinnacle Studio to digitally trim files and compile raw footage from multinational support meetings and combat scenarios.
- Applied knowledge of standard equipment and repair guidelines.
- Participated in 48 monthly training cycles, providing on-site support to both military and civilian personnel in accordance with the Department of Homeland Security
- As part of the preparation for the after-action review brief, I drafted and edited 1000+ hours of video in AVI and MP4 formats into 20-minute videos
- Collaborated with colleagues in both domestic and international support facilities.
Education
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT03.2024
Certificate of Graduation - IT Support Program
Merit America
Virtual05.2022
Skills
- Service Desk Support
- Network Administration
- Detail Oriented
- IT Service Management
- System Administration
- Cloud Computing
- Network Security
- Virtual Machines
- Agile
- ITIL v4
Core Competencies
Operating Systems: Linux, Windows 1995 to Windows 11, Mac OS, Windows Server, Android, iOS
Software: Microsoft Office, Google Suite, ServiceNow, Excel, GitHub, Visual Studio Code, Azure
Languages: HTML, CSS, PowerShell, PHP, SQL
Hardware: Workstations, Laptops, Tablets, Smartphones
Certification
Google IT Support Professional Certification, Google, Virtual March 2022
Technical Support Fundamentals, The Bits and Bytes of Computer Networking, Operating Systems, Power User System
Administration and IT Infrastructure Services, IT Security.
Python for Students , LinkedIn, Virtual May 2022
Perform fundamental Excel tasks, employ data quality techniques to import, clean and analyze data
IBM Excel Basics for Data Analysis, IBM, Virtual May 2022
Perform fundamental Excel tasks, employ data quality techniques to import, clean and analyze data.
Google Data Analytics, Google, Virtual April 2022
Data Driven Decisions, Data Exploration, Process Data from Dirty to Clean, Visualization
SQL Basics for Data Science Specialization, UC Davis, Virtual April 2022
Fundamentals of SQL and Data Analysis for Data Science
Additional Information
Freelance IT Support: Desktop/Laptop Repair, component installation/configuration, peripheral installation, and network administration.
Freelance Graphic Design: Designed websites, logos, business cards, and more utilizing Adobe Photoshop and Procreate.
Freelance Web Design: Self-instructed in HTML, CSS, PHP to create websites for clients to use for PC gaming profiles.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Fall seven times; stand up eight.
Japanese proverb
Timeline
Technical Sales Manager
RAC
04.2017 - 04.2020
Tech Support Supervisor
Staples
10.2015 - 04.2017
IT Field Support Technician
McKellar Corporation
11.2011 - 07.2014
Bachelor of Science - Information Technology
Western Governors University
Certificate of Graduation - IT Support Program
Merit America
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