Alyssa Dewey
Plano,TX
Summary
IT Systems Engineer with an Managed Services Provider background which has cultivated the skills and resources needed to learn and support a wide variety of systems. Accustomed to fast-paced environments, with a hunger to further broaden my experience and understanding of the field.
Overview
5
5
years of professional experience
Work History
IT Systems Engineer
Fluid IT Services
08.2022 - Current
- Proactively analyzed client environments to identify potential issues
- Planned and implemented new systems, processes and procedures to increase efficiency and productivity of clients
- Configured and deployed Fortinet & Ubiquiti Firewalls, Switches, and Access Points
- Configured and deployed servers through Microsoft Azure
- Provided Server & Network troubleshooting and resolved escalated tickets from Tier 1 & Tier 2
- Managed project planning, scheduling, and execution
IT Helpdesk Team Lead
Fluid IT Services
09.2021 - 08.2022
- Resolved escalated tickets and issues from Tier 1
- Trained new helpdesk technicians on technical skill and company standards
- Mentored technicians in weekly coaching meetings and quarterly progress reviews
- Worked with other department leads to create processes and procedures
- Planned and organized projects and deployments
IT Helpdesk Technician
Fluid IT Services
08.2020 - 09.2021
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Tracked and logged all time spent per ticket to be billed to the appropriate client
Technical Support Representative
Apriva
11.2018 - 11.2019
- Resolved up to 60+ support requests per day through software and hardware troubleshooting for credit card terminals and gateway issues.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
AppleCare Advisor
Kelly Services
09.2018 - 11.2018
- Provided solutions to operations issues for end users of Apple iOS devices. Communicated via phone, live chat and screenshare.
- Demonstrated professionalism and courtesy with customers while working to resolve complaints and problems or respond to questions.
Education
Merit America IT Support Program -
Google IT Support Professional Certificate, 2020
University of Louisville -
2015-2016
North Oldham High School -
High School Diploma, 2015
Skills
- Microsoft Active Directory & Group Policy Management
- Microsoft Azure & Entra ID
- Microsoft 365 Migration, Deployment & Administration
- Network Configuration & Deployment
- Fortinet and Ubiquiti Configuration and Troubleshooting
- Windows 7, 10, 11
- Windows Server 2008, 2012, 2016, 2019, 2022
- User Training & Support
Earlier Work History
Front End Associate - Walmart - 03/2018 to 09/2018
Feed Hand - Windhover Farm - 09/2017 to 03/2018
Public Safety Officer - Kentucky Kingdom Amusement Park - 03/2017 to 08/2017
Package Handler - UPS - 10/2016 to 02/2017
Ville Grill Server - Sodexo - 10/2015 to 04/2016
Timeline
IT Systems Engineer
Fluid IT Services
08.2022 - Current
IT Helpdesk Team Lead
Fluid IT Services
09.2021 - 08.2022
IT Helpdesk Technician
Fluid IT Services
08.2020 - 09.2021
Technical Support Representative
Apriva
11.2018 - 11.2019
AppleCare Advisor
Kelly Services
09.2018 - 11.2018
Merit America IT Support Program -
Google IT Support Professional Certificate, 2020
University of Louisville -
2015-2016
North Oldham High School -
High School Diploma, 2015
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