ANGELA THOMPSON
West Deptford,NJ
Summary
IT Support Technician | Software Support Specialist Proactive IT Support Specialist with a proven track record of providing exceptional technical support to global organizations. Skilled in diagnosing and resolving hardware, software, and network-related issues efficiently. Seeking a remote IT Support position to leverage expertise in Microsoft 365, Azure administration, Windows operating systems, and troubleshooting to contribute to organizational success. EXPERIENCE SNAPSHOT Increased productivity by reducing resolution time through communication and troubleshooting, minimizing downtime. Expedited issue resolution through remote troubleshooting sessions, improving user experience. Supported secure computing environments by deploying critical updates and patches. KEY QUALIFICATIONS Technical Issue Resolution Project Management Client-Centric Approach Cross Department Collaboration Troubleshooting Expertise Documentation Management
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Support Technician
Keystone Research and Pharmaceutical
01.2015 - Current
- Deliver top-tier technical support to over 500 employees globally, swiftly addressing hardware, software, and network-related issues to ensure uninterrupted operations across multiple locations
- Implemented effective communication channels and troubleshooting methodologies, resulting in a significant decrease in average resolution time for technical problems, enhancing productivity and minimizing downtime
- Resolved over 200 technical issues per month for a global user base exceeding 500, ensuring uninterrupted workflow and minimizing productivity losses
- Productively installed, configured, and preserved operating systems and software applications, confirming optimal performance and compatibility with organizational requirements, contributing to continuous workflow operations
- Served as a lead in the setup and troubleshooting of network equipment, printers, and routers, augmenting network functionality and reducing potential connectivity disruptions for employees
- Collaborated cross-departmentally to plan and execute IT projects and upgrades, fostering smooth project implementation and alignment with organizational goals and objectives
- Created key documentation for processes, troubleshooting steps, and user guides, improving accessibility and empowering employees to resolve minor issues, reducing dependency on support resources.
IT Support Technician
Malvern Community Health Services
01.2014 - 01.2015
- Responded promptly to user inquiries and technical support requests, resolving issues related to software functionality and hardware components, ensuring minimal disruption to daily operations
- Conducted remote troubleshooting sessions to assist users with software installations and configuration, leveraging remote access tools to diagnose and resolve issues expediently, enriching user experience and satisfaction
- Aided in the deployment of security updates and patches, ensuring a secure computing environment, mitigating potential cybersecurity risks, safeguarding sensitive data, and upholding compliance with industry regulations
- Addressed an average of 75 technical support requests monthly from both remote and on-site users, immediately resolving issues and maintaining operational continuity
- Implemented monthly security updates and patches to safeguard site servers from vulnerabilities, ensuring a secure computing environment and mitigating potential risks
- Improved Active Directory management processes, reducing group permissions time by 30%, developing system integrity and streamlining user access management.
Education
Certification -
Camden County College
Cherry Hill, NJSkills
- Remote desktop support
- Help desk support
- Wireless networking
- Hardware installation
- End-user training
- Active Directory management
- System configuration
- Incident management
- Asset management
- Patch management
- VoIP systems
- Software deployment
- Mobile device management
- Virtualization technologies
- Operating system support
- Ticketing system experience
- Ticket support system management
- Service support
- Customer service
- Remote support
- Software installation
- Windows 10
- Ticket management
- Issue troubleshooting
- Data entry
- Hardware troubleshooting
- Microsoft outlook
- Desktop support
- Verbal and written communication
- Active listening
- Customer service expert
- Technical troubleshooting
- Analytical thinking
- Hardware upgrades
- Application installations
- Technical support
- Product training
- User support
- User credential management
- Technical documents comprehension
- System administration
Accomplishments
- Microsoft 365: Azure Administration, Teams
- Troubleshooting Tools: Ninja One Remote Desktop, TeamViewer
- Hardware Support: Desktops, Laptops, Printers
- Software Applications: Microsoft Office Suite, Pdq Deploy, Pdq Inventory
- Mobile Device Management (MDM): Intune
- Active Directory: User Account Management, Permissions
- VOIP Systems: Configuration, Troubleshooting
Certification
Technology Support Specialist Certification
Camden County College | Cherry Hill, NJ
Operating Systems: Windows 10, Windows 11
Timeline
IT Support Technician
Keystone Research and Pharmaceutical
01.2015 - Current
IT Support Technician
Malvern Community Health Services
01.2014 - 01.2015
Technology Support Specialist Certification
Camden County College | Cherry Hill, NJ
Operating Systems: Windows 10, Windows 11
Certification -
Camden County College
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