Ashleigh O’Dea
Thornton,CO
Summary
Executed IT support functions with over 5 years of experience in Microsoft Admin, Active Directory, and SCCM, addressing break-fix issues efficiently.
Overview
11
11
years of professional experience
Work History
Technology Services
- Troubleshooting and repairing desktops, laptops, and tablet PCs
- Assisted with surplus of all replaced computer hard drives
- Performed BIOS updates and configurations
- Interface with Technology Services customers; including Agency heads and liaisons. With wide ranging technical skill level
- Installing hardware (video cards, memory, printers, etc.)
- Worked with other TS groups to resolve tablet, laptop, desktop and all other pc connectivity related issues
- Supported Microsoft Office Suite 2016 and Office 365
- Install and troubleshoot city applications
Hardware Support Specialist
Elavon
Englewood, CO
01.2020
- Managed terminal updates within terminal management systems by assigning tasks and maintaining integrity of locations.
- Supported the installation, additions, moves, and changes to equipment systematically within terminal management systems.
- Provided implementation support for new customers prior to them going live, tracking inventory and equipment bundles, will work with the POS portal to certify accurateness.
- Acted as a liaison between the business and the vendor, in providing day to day support for existing customers and escalations.
- Facilitated, managed, and provided resolution to issues with equipment or implementation.
Delivery driver
GoPuff
Westminster, CO
09.2023 - Current
- Odd job
Desktop imaging engineer
SBA
Denver, CO
02.2023 - 09.2023
- Developed SBA’s OCIO enterprise Gold Image for imaging of all End User laptops.
- Sustained the latest image version which includes image definition, development, testing, and management.
- Collaborated and worked with the patch management team in deployment of image and laptop patches.
- Identified, investigated, and proposed resolutions to issues that impact laptops at the image level.
- Developed and maintained packages and scripts to automate deployments, solve complex problems and improve end user experience.
- Collaborated with Cybersecurity and the Operations teams for integration, implementation, and compliance of image requirements pertaining to each Division.
- Accomplishments
- Public trust clearance
Desk side support technician
Rackspace
remote (from home), CO
12.2022 - 02.2023
- Data migration
- Setting up O365 accounts
- Working with DNS settings
- Assisting with account setup and admin difficulties within O365 control panel
Support engineer
ACP
Denver, CO
12.2021 - 05.2022
- Installation of LAN drivers
- Responsible for managing multiple tickets at once in a timely manor
- Installation of LAN drivers
- MSP company: supporting numerous clients, various software, hardware and OSs (windows and Mac)
- Proper documentation to organize the variety and priory levels of tickets
- Supported wide variety of software i.e. licensing, installation and bug fixes
- Building PCs (Windows and Mac)
- Fulfilling new/ disable user requests (AD and Citrix AD) as well as G-suit (Google workspace) and O365 account creation/ removals, licensing and group management
- Configuring and installing various VPNs
- Adding PCs to domains, firewall setup, installing and configuring wide array of software specific for every client. Requiring strong attention to detail
IT support specialist
AMSI
CO
07.2021 - 11.2021
- Installation of LAN cables and drivers
- Responsible for supporting systems at various locations managed by company in CO
- Responded to issues at various locations (on call, field work)
- Installation of LAN cables and drivers
- Worked unsupervised daily
- Resolved network issues regularly
- Maintained various hardware, software and internal applications
- Responded to issues after hours if needed
- Accomplishments
- Resolved outage after hours before employees arrived next day
Desk side Support
State of Colorado
Denver, CO
07.2020 - 01.2021
- Imaging and deploying PCs
- Responsible for break/fixes
- Proper documentation
End User Support Analyst
SCL
Wheat Ridge, CO
01.2020 - 05.2020
- Installation of LAN cables and drivers
- Performing Transitional Readiness Assessments (TRA)
- Deploying and testing printers, desktop computers, workstations, printers, and peripherals in preparation for full scale testing and activation
- Managing the role of desktop support for SCL Analysts.
- Imaging, configuring, and fixing PCs
- Responding to various department requests (field work)
- Accomplishments
- COVID-19 frontline employee
- Completing beaker project
Help Desk Analyst
Structural Integrity
Centennial, CO
04.2019 - 06.2019
- Followed through with various tasks including: diagnosing and resolving issues, as well as calling and emailing users to see issues through to the end
- Paying strong attention to detail and ability to maintain a high level of accuracy
- Multitasking
- Utilizing analytic skills
Tier 3 Technical Support Analyst
Kaiser
Greenwood Village, CO
04.2018 - 07.2018
- Supported kp.org
- Responsibilities included: Assisted with a wide variety of issues. Some issues included: prescriptions, adding doctors to email drop lists, unmerging accounts. Resolving various billing issues, utilizing internal tools to assess billing inquiries. Communicating and coordinating customer account information.
Web Support Technician
Inter Call
Westminster, CO
12.2016 - 04.2017
- Supported various web conferencing products
- Complied with standard procedures to escalate unresolved issues to the appropriate internal teams, using Salesforce to document cases
Technical Support Engineer
Concentrix
Boulder, CO
06.2015 - 04.2016
- Support provided included: Mac OS and iOS devices
- Mac+ certification
- Support ranging from basic instructions to entering root commands
- Company closure
Education
GED - undefined
Front Range community college
Longmont, CO01-2016
Skills
- MECM (SCCM)
- Windows 7and 10 operating systems
- Active Directory
- Azure AD
- Linux (studying and practicing at home)
- Salesforce
- Various Mac OS versions
- Programming Mac using root commands/ terminal commands
- MS 900
- Office 0365
- G-suit / Google workspace
- VPN configuration and trouble shoot
- Firewall configuration and trouble shoot
- Field support
Timeline
Delivery driver
GoPuff
09.2023 - Current
Desktop imaging engineer
SBA
02.2023 - 09.2023
Desk side support technician
Rackspace
12.2022 - 02.2023
Support engineer
ACP
12.2021 - 05.2022
IT support specialist
AMSI
07.2021 - 11.2021
Desk side Support
State of Colorado
07.2020 - 01.2021
Hardware Support Specialist
Elavon
01.2020
End User Support Analyst
SCL
01.2020 - 05.2020
Help Desk Analyst
Structural Integrity
04.2019 - 06.2019
Tier 3 Technical Support Analyst
Kaiser
04.2018 - 07.2018
Web Support Technician
Inter Call
12.2016 - 04.2017
Technical Support Engineer
Concentrix
06.2015 - 04.2016
Technology Services
GED - undefined
Front Range community college