Ashley Amerson
Columbia,SC
Summary
PROFILE SUMMARY Personable and knowledgeable IT support technician with over 5 years of experience assisting customers with various hardware and software-related issues. Provided in-depth technical support to clients at a Tier 2 level, solving 99.2% of issues without transferring unresolved issues to the appropriate teams.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Jr. Infrastructure Support Engineer Role
PNC Bank
Philadelphia, PA
12.2022 - Current
- Linux/OS
- Amp Monitoring
- Monitoring Alert, Errors
- Monitoring Dynatrace,and BigPanda
- Responsible for client & vendor-hosted application issues and problems reported to the helpdesk via SNOW
- Prioritize workload based on SLA and transfer tickets to the proper department when required
- Analyze and troubleshoot the workflow of a complex integration of network devices, workstations, and servers
- Log and document all incidents in the ITSM (ServiceNow and/or Jira) and fix client’s problems
Tire 2 Help Desk Technician
Mo Trucking
Columbia, SC
10.2019 - 11.2022
- Responsible for customer software application issues and problems reported to helpdesk via inbound phone call or email request
- Support and perform troubleshooting for all MSB developed software application products that are used by client
- Support uninstall/reinstall troubleshooting of customer software accounts and internet browser and software
- Configuration for resolution of all customer software problems and issues
- Troubleshoot and support customer/client software on various platforms, internet browsers and devices
- Including: Windows XP, Windows 7, Internet Explorer versions 6,7,8,9 and 10.
Police
United States Army
Fort Lewis, WA
09.2013 - 08.2015
- Served to protect the lives and property of military installations & enforced laws & regulations
Education
Bachelor’s degree - Information Technology
South University
05-2018
Associates degree - Paralegal Studies
South University
05-2016
High School Diploma -
Blythewood High
Skills
- Windows 95, 98, NT, 2000, XP, Windows 7 and Windows 8
- Infrastructure Automation
- Attention to Detail
- Time Management
- Critical Thinking
- Remedy Ticketing System
- Provide prompt, honest, and accurate responses to customers
- Scripting Languages
- Operating systems
- Application support
Certification
Infrastructure Support Engineer Boot Camp
Timeline
Infrastructure Support Engineer Boot Camp
03-2023
Jr. Infrastructure Support Engineer Role
PNC Bank
12.2022 - Current
Tire 2 Help Desk Technician
Mo Trucking
10.2019 - 11.2022
Police
United States Army
09.2013 - 08.2015
Bachelor’s degree - Information Technology
South University
Associates degree - Paralegal Studies
South University
High School Diploma -
Blythewood High