Sterling Harrison
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
6
6
years of professional experience
Work History
IT Technician
Nuaxis Innovations
Washington, DC
05.2022 - Current
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- Responded to or escalated tickets based on severity and internal policies governing responses.
- Notified internal and external customers of impending changes and agreed outages to prevent unexpected service disruptions.
- Troubleshot devices to identify and solve issues with hardware or software performance.
- Configured computers to network drivers and connected to printers and other peripheral equipment.
- Trained users to operate and manage hardware and software.
- Diagnosed and determined system issues to route for repair.
- Supported users with fax machines, printers and other output devices to facilitate local connectivity requirements.
- Identified and eliminated computer viruses and threats, implementing measures to protect against future data breaches.
- Detected and corrected error messages within software and hardware reporting systems.
- Monitored, tracked and documented service support activity to assist future problem resolution.
- Installed appropriate security patches to eliminate security vulnerabilities.
- Used Active Directory to automate settings and changes to end-user computers, drive mappings and desktop configurations.
Direct Support Professional
Larche
Washington, DC
03.2017 - 07.2020
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Maintained clean and well-organized environment for client happiness and safety.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Assisted individuals in development of social skills to become integrated in community.
- Tracked and reported clients' progress based on observations and conversations.
- Accompanied or transported clients to appointments, errands and social activities.
- Documented current patient information to update vital signs, behaviors and eating habits.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Advocated for disabled individuals to foster communication and self-expression and achieve goals.
- Transported clients to doctor's appointments and errands.
- Enhanced patient wellbeing by supporting participation in recreational activities.
- Used approved crisis intervention techniques in emergency situations.
- Reported changes in client condition to administrators, facilitating nursing intervention.
- Monitored client's well-being, safety and comfort under physician direction.
- Encouraged and reassured clients throughout transitions to facilitate smooth discharge.
Education
Tech Certification - Information Technology
Carlos Rosario
Washington, DC04.2020
High School Diploma -
Bell Multicultural HS
Washington, DC06.2013
Some College (No Degree) - Information Technology
University of The District of Columbia
Washington, DCSkills
- Debugging
- Troubleshooting and diagnostics
- Application installations
- Application software testing
- System upgrades
- Issue diagnosis and resolution
- Help desk assistance
- Call Center Operations
- Technical troubleshooting
- Software upgrades
- Hardware upgrades
- Customer support needs assessment
- Equipment repair
- Computer maintenance
- Hardware diagnostics
- Computer configurations
Timeline
IT Technician
Nuaxis Innovations
05.2022 - Current
Direct Support Professional
Larche
03.2017 - 07.2020
Tech Certification - Information Technology
Carlos Rosario
High School Diploma -
Bell Multicultural HS
Some College (No Degree) - Information Technology
University of The District of Columbia
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