Alison McDermott
Rome,GA
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment and applications. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
5
5
years of professional experience
1
1
Certification
Work History
User Support Administrator
Berry College
05.2021 - Current
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Performed software installations and upgrades to Mac or Windows operating systems.
- Provided application support for Microsoft Suite and Google Workspace.
- Integrated and updated software products to boost system compatibility.
- Mentored employees and offered constructive feedback for performance improvement.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Implemented and administered Jamf Pro for 2,000+ devices.
- Sourced and distributed training materials and administered technical certification exams.
- Provisioned new software and hardware for use, following established security policies.
- Supervised and trained student technicians.
Technical Support Specialist
Berry College
05.2020 - 05.2021
- Applied critical thinking and research to address complex issues.
- Tested computer components and systems to evaluate performance and identify concerns.
- Mentored junior technicians in maintenance, repair and reporting duties.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Documented support interactions for future reference.
Apple Certified Macintosh Technician
Berry College
01.2019 - 05.2020
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Managed call flow to respond to technical support needs of customers.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Installed and configured operating systems and applications.
- Offered assistance in implementing and developing training programs.
Education
Bachelor of Science - Information Technology
Berry College
Mount Berry, GA05.2021
Skills
- User Access Management
- UNIX Shell Scripting
- Troubleshooting Network Issues
- Microsoft Office
- Google Suite
- Azure Active Directory
- Jamf Pro
- ServiceNow
Certification
- CompTIA A+
- CompTIA Network+
- Jamf Certified Associate
- Microsoft Office Specialist
- Apple Certified Mac Technician
Timeline
User Support Administrator
Berry College
05.2021 - Current
Technical Support Specialist
Berry College
05.2020 - 05.2021
Apple Certified Macintosh Technician
Berry College
01.2019 - 05.2020
Bachelor of Science - Information Technology
Berry College
- CompTIA A+
- CompTIA Network+
- Jamf Certified Associate
- Microsoft Office Specialist
- Apple Certified Mac Technician
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