Ashlie Fountain
Software Support
Fort Worth,TX
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters.
Adapt at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. 10+ years of information technology Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
2
2
Certifications
Work History
Data Analyst/Technical Support Engineer
Pritchard & Abbott Inc
Fort Worth, TX
05.2020 - 05.2022
- Test and restore customer database to troubleshoot, technical issues.
- Ensure compatibility across browsers, devices & operating systems and their various versions.
- Act as database administrator on company software products and for clients using company products to analyze and address malfunctions and system issues.
- SQL statements, edit database code tables for analyst and testing database for specific customer needs.
- Provide primary technical support to staff for any hardware and software related issues.
- Provide second-level support on tickets escalated from service desk staff regarding IT issues and requests including, but not limited to Desktop support responsibilities including operating systems builds, and fault diagnosis and management of open tickets by using Team support database.
IT Specialist (25B)
United States Army
Fort Hood,Grafenwoehr, Germany
07.2013 - 10.2019
- Researched, performed troubleshooting, and resolved complex problems.
- Identified and correct performance issues.
- Provide telephone and in-person support to over 5000 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software and network related technical issues.
- Performed network administration installs, configures and maintained network equipment on and off field.
- Installed and operated on commercial equipment like routers, switches, desktop and laptop computers.
- Provided direct support for soldiers In field worked in hazards conditions.
- Evaluate connectivity issues, equipment and software and hardware.
- Made and ran Cat5e cable to adapt to different tactical network setups.
- Install, operate, PMCS, and unit level maintenance on COMSEC devices.
IT Support Specialist
ADT Security
Irving, TX
05.2009 - 03.2010
- Created help desk tickets, troubleshot and resolved desktop issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Answered questions and provided information to customers about new software or hardware.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
Education
B. S - computer science & engineering
Tarleton State University
Stephenville, TX 08.2015 - 12.2018
AAS - Information Technology
Navarro College
Corsicana, TX 08.2009 - 12.2014
Skills
Customer service expert
Technical issues analysis
Desktop support
Software diagnosis
Problem-Solving
Analytical and Critical Thinking
MS Office
SQL analytics
Java
Programming
Program testing software
Hardware and software installation
Certification
A+ Certified
Accomplishments
- Army service ribbon.
- Good conduct ribbon.
- National Defense Service Medal
Timeline
Data Analyst/Technical Support Engineer
Pritchard & Abbott Inc
05.2020 - 05.2022
B. S - computer science & engineering
Tarleton State University
08.2015 - 12.2018
IT Specialist (25B)
United States Army
07.2013 - 10.2019
A+ Certified
07-2012
AAS - Information Technology
Navarro College
08.2009 - 12.2014
IT Support Specialist
ADT Security
05.2009 - 03.2010