Astone Massie
Oklahoma City,OK
Summary
Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced Information Technology Manager well-versed in infrastructure, security planning, and daily operations management. Forward-thinking, collaborative, passionate and strategic leader with over 5 years of experience in Information Technology.
Overview
5
5
years of professional experience
Work History
Help Desk Manager
Secure Transfusion Solutions
12.2021 - 12.2022
- Built ticketing system rules to manage and process support actions and requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Recruited, trained and supported help desk technicians and representatives.
- Built and provided internal basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Training creation and supported end-users with software, hardware and network standards and use processes.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team such as KBA's.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided on-call support for critical after-hours issues related to hardware and lab software.
- Evaluated and responded to incoming vendor sales leads and setting up contracts for new application procurement.
- Devised solutions to operations issues related center operations hardware and software, working closely via phone, email, live chat and web teleconference.
- Managed help desk consisting of 5 employees and conducted performance evaluations through 1 on 1 meetings bi-weekly.
- Provided Tier 1 & 2 IT escalation support to non-technical internal users through desk side support services.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with end-user leadership to discuss service needs and offer available solutions or modifications in strategy.
- Oversaw development and implementation of improvements to support and network operations.
- Coordinated various projects, defined scope, and managed milestones.
- Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery, data protection and endpoint protection.
- Managed and Maintained Service Level Agreement ratios through ensuring tickets were resolved within our projected timeframe upholding less than 1%.
- Performed tests of functionality, security and performance of different workstations and devices.
- Coached and trained end-users on functions, features and basic troubleshooting of laboratory software and hardware.
- Held monthly audit meetings to ensure user groups consist of correct job positions, and license types.
- Created and managed SharePoint sites for end-user groups.
- Created weekly & bi-weekly meetings with all other departments leadership to review service strategies, review weak points in current procedures, and discuss anything action items.
Enterprise Service Desk Technician
Office Of Management And Enterprise Services- OMES
10.2017 - 12.2021
- Configured hardware, devices and software to set up workstations for employees.
- Provided Tier 1 & Tier 2 IT support to technical/non-technical internal users through desk side support services. As well as trained new Tier 1 and Tier 2 employees.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Installed, modified and repaired software and hardware to resolve technical issues. Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops servers, networks, applications and mobile electronic devices to enable problem resolution. Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Educated prospects on product implementation and usage and answered technical and security questions.
- Developed and maintained broad knowledge of applications and industry activity to stay aware of trends, issues and competitions.
- Assisted Outage (ITOCC) team through preparation and delivery of technical presentations and statements of work by matching specific client business requirements with effective technical solutions.
- Assisted in special projects such as verifying as well as maintaining information within reference guide used by team for standards of procedures and operating purposes.
Education
Udemy- Comptia Security+ SY0-601 Prep
Online03.2023
Associate of Applied Science - Computer Science
ACM@UCO
Oklahoma City05.2012
High School Diploma -
Norman High School
Norman, OK05.2009
Skills
- Computer Diagnostics
- Office Administration
- Ticket Management
- Account Administration
- Multitasking and Prioritization
- Friendly and Patient
- Help Desk Implementation
- Employee Computer Support
- Remote Technical Support
- User Access Management
- Detailed Documentation
- End-User Support
Timeline
Help Desk Manager
Secure Transfusion Solutions
12.2021 - 12.2022
Enterprise Service Desk Technician
Office Of Management And Enterprise Services- OMES
10.2017 - 12.2021
Udemy- Comptia Security+ SY0-601 Prep
Associate of Applied Science - Computer Science
ACM@UCO
High School Diploma -
Norman High School
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