Adaptable professional with 4+ years of experience and a proven knowledge of end user support, systems configuration, and troubleshooting while maintaining the highest level of customer service. Aiming to leverage my skills to successfully fill the Information Technology role within your organization.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Area IT Support Specialist
LANGTREE CHARTER ACADEMY - CHARTER SCHOOLS USA
Mooresville, NC
07.2024 - Current
Manage assigned service zone to ensure support tickets are completed within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others
Monitor support requests to determine larger-scale issues
Plan and support network and computing infrastructure in tandem with State IT team and outsourced partners
Provide daily assistance within assigned regional area for end-user support, including, but not limited to computer hardware, software installation and upgrades, backups, and networking
Provide regular written and verbal updates to the State IT Director/Manager team on the operational status of systems supporting the education environment
Escalate support requests & issues as needed to State IT Escalation Team
Maintain disaster recovery and prevention procedures
Plan and support network and computing infrastructure in tandem with State IT team and outsourced partners
Maintain and implement IT related documentation, SOPs, and best practice procedures
Be a technology liaison for schools, clients and vendors
Participate, successfully, in the training programs offered to increase the individual's skill and proficiency related to the assignments
Perform other duties as delegated by Florida State IT Director, Manager, and Escalation team
Ensure adherence to best practice safety procedures
Review & stay current on developments, literature and technical sources of information related to job
Follow federal and state laws, as well as company policies
IT Specialist 6-12
LANGTREE CHARTER ACADEMY - CHARTER SCHOOLS USA
Mooresville, NC
01.2022 - Current
Identifies, researches, and resolves technical issues for end-users in-person, remote, email, or phone
Assists team members with troubleshooting and customer service
Technical coordinator for state testing and device readiness
Utilizes ticket system to document and monitor issues to ensure SLA
Administrator of several in-house platforms for device management, system communication, and network monitoring
System configuration, system hardening, and repair
Network maintenance, troubleshooting and vendor collaboration
Configuration, installation, maintenance and repair printers, monitors, laptops, tablets, desktops
Lead IT Systems Operator E-Commerce Division
Walmart
Troutman, NC
09.2021 - 12.2021
Created and implemented inventory for all IT assets
Created IT workflow for inbound and outbound system stations
Mentor to IT team members
Manage a team to setup and install network and hardware systems to meet deadlines
Network hive monitoring and troubleshooting
Support end users utilizing Service Now ticket system
Prioritize tickets based on impact and assign
Created 'how-to' documentation of internal systems for end-users
Active directory and Azure utilization
Microsoft platform troubleshooting
Collaborate with third party vendors to resolve issues
IT Specialist K-12
LANGTREE CHARTER ACADEMY - CHARTER SCHOOLS USA
Mooresville, NC
03.2020 - 08.2021
Identifies, researches, and resolves technical issues for k-12 end users
Utilizes ticket system to document and monitor issues to ensure SLA
Administrator of several in-house platforms for device management, configuration compliance, and network monitoring
Systems configuration, system hardening, and repair
Network troubleshooting and vendor collaboration
Configuration, installation, maintenance and repair of printers, monitors, laptops, tablets
Implemented policy, procedure, protocol for disaster recovery, device deployment for 1:1 use, inventory management, and migrated to online learning
Trained end-users on cyber security awareness and best practices
Created handbooks and 'how-to' tutorials for end users for various platforms
IT Specialist (Temp)
GLOBAL FINANCIAL
Huntersville, NC
06.2019 - 08.2019
Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary
Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations
Analyze equipment performance records to determine the need for repair or replacement
Maintain an inventory of parts for emergency repairs
Train end users in computer system use
Coordinate with vendors and with company personnel to facilitate purchases
Utilize ticket system to track incidents and escalate when necessary
IT Support Specialist
LONG ISLAND UNIVERSITY
Brooklyn, NY
02.2018 - 09.2018
Identified, researched, and resolved technical issues for C-suite, staff, and student end users
Utilized ticket system to document and track end-user technical issues and resolved via phone, remote, e-mail, and in-person
Imaged, installed, and repaired end-user devices
Worked with networking, security, and telephony teams for resolutions within SLA
Worked on various projects to enhance system security (vulnerability assessment and system hardening)
Administrator of in-house platforms and created 'how-to' documentation for end-user training
Utilized tools for network security hardening
Technical Support / Jr. Fiduciary Accountant
MJH FIDUCIARY ACCOUNTING
Manhattan, NY
09.2016 - 02.2018
Answer user inquiries regarding computer software or hardware operation to resolve problems
Enter commands and observe system functioning to verify correct operations and detect errors
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
Prepared documentation of correspondence for court
Investigated and inspected the accounts for new trusts and estates to identify potential problems and escalated them accordingly
Performed monthly audits on all existing client accounts
Drafted and revised correspondence necessary for court documentation
Shift Supervisor
PANERA BREAD
Mooresville, NC
08.2010 - 08.2012
Teach new hires company expectations for customer service and coached on individual goals
Plan and establish work schedules, assignments, and production sequences to meet production goals
Enforce safety and sanitation regulations
Conduct employee training in equipment operations or work and safety procedures or assign employee training to experienced workers
Recommend or implement measures to motivate employees and to improve production methods, equipment performance, product quality, or efficiency
Keep records of employees' attendance and hours worked
Education
BS - Cybersecurity Network Forensics and Intrusion Investigation
Utica University
Utica
AS - Computer Science and Database Programming
ECPI University
Bayport – Bluepoint High School -
Bayport, NY
Skills
Technical Troubleshooting Analysis
Operating Systems Knowledge
Client Relations Expert
Technical Desktop Support
Certification
CompTia Network+
Timeline
Area IT Support Specialist
LANGTREE CHARTER ACADEMY - CHARTER SCHOOLS USA
07.2024 - Current
IT Specialist 6-12
LANGTREE CHARTER ACADEMY - CHARTER SCHOOLS USA
01.2022 - Current
Lead IT Systems Operator E-Commerce Division
Walmart
09.2021 - 12.2021
IT Specialist K-12
LANGTREE CHARTER ACADEMY - CHARTER SCHOOLS USA
03.2020 - 08.2021
IT Specialist (Temp)
GLOBAL FINANCIAL
06.2019 - 08.2019
IT Support Specialist
LONG ISLAND UNIVERSITY
02.2018 - 09.2018
Technical Support / Jr. Fiduciary Accountant
MJH FIDUCIARY ACCOUNTING
09.2016 - 02.2018
Shift Supervisor
PANERA BREAD
08.2010 - 08.2012
CompTia Network+
BS - Cybersecurity Network Forensics and Intrusion Investigation
Utica University
AS - Computer Science and Database Programming
ECPI University
Bayport – Bluepoint High School -
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