Billie Reed
Wales
Summary
Professional technical support specialist with comprehensive experience in maintaining and improving desktop systems. Adept at resolving complex technical issues and enhancing system performance. Strong collaborator with focus on team success and adaptability to changing needs. Known for problem-solving skills and delivering reliable IT solutions.
Overview
30
30
years of professional experience
Work History
Desktop Support Specialist
General Dynamics Land Systems
Sterling Heights
06.2023 - Current
- Refresh desktops and laptops
- Help users by using remote desktop tools
- Have knowledge with Active Directory and computer management
- Use crowdstrike
- Use Command Line
- Hands on replacing parts
- Secret Security Clearance
- Knowledge with Software installs
IT Tech
ATS Educational Services
Clinton Twp
- Handle student computer and hotspot issues via TeamViewer
- Install software
- Able to adapt tone, language and style for different students and situations.
- Replace hardware if applicable.
- TeamViewer.
- Install multiple images on computers and laptops via Clonezilla.
- Setup clonezilla server and client computers.
- Use multiple Microsoft products.
- Able to say 'no' constructively, and give 'bad' news in a tactful way.
- Install printers and setup wireless printing.
- Virus Clean up.
- Create images for all student laptops.
- Reinstall operating systems both Windows.
- Install Antivirus software.
Motorclothes Representative
Wolverine Harley Davidson
Clinton Twp
- Greet and transfer calls
- Deliver outstanding service, exceed expectations and build long-term loyalty
- Able to adapt tone, language and style for different customers and situations.
- Creating a good first impression.
- Handling and recording cash payments from customers.
- Meeting customer expectations in areas such as timeliness, quality and consistency.
- Building customer relationships and loyalty.
- Projecting a professional image face-to-face, on the phone and via e-mail.
- Able to say 'no' constructively, and give 'bad' news in a tactful way.
- Knowledge of phrases and keywords that can generate a customers' confidence.
- Able to control a conversation and quickly obtain relevant information.
Network Administrator
Behavioral Center of Michigan
Warren
- Responsible for installing Eset antivirus and maintaining that. By doing remote installs and updates also troubleshooting.
- Responsible for installing and maintaining these operating system xp, 7, server 2003, server 2012, vista
- Responsible for installation and troubleshooting of the Adobe suite, Open Office, MS Office
- Active directory
- Responsible for running Ethernet cable and phone cable throughout the building.
- Responsible for maintaining the phone system
- Responsible for installing hardware in laptops and desktops.
- Responsible for installing and maintaining software.
- Responsible for remote accessing servers/workstations to diagnose troubleshoot and correct systems issues, including workstation/server reimaging, and program & printer installations on all platforms.
- Responsible for creating emails and groups within our Gmail account.
- Able to create accounts and change passwords in active directory.
- Responsible for troubleshooting printers.
- Replace screens for iPhones and android phones.
- Responsible for replacing laptop screens.
Support Specialist
HR Block
Clinton Township, MI
- Responsible for remote accessing servers/workstations to diagnose troubleshoot and correct systems issues, including workstation/server re imaging, and program & printer installations on all platforms.
- Responsible for installation and troubleshooting of the Adobe suite, Open Office, MS Office & Outlook.
- Responsible for installation and troubleshooting of all H&R Block Proprietary software, including the tax preparation systems.
- Responsible for utilizing Clarify and Dovetail ticket management software to document and escalate cases.
- Responsible for providing help desk support via telephone with end-users.
- Respond to emails regarding customer issues.
- Chat with customers to resolve issues.
Field Radio Operator
United States Marine Corps HONORABLE Personnel
Parris Island, SC
09.1996 - 09.2000
- Maintain station logs of messages transmitted and received for activities
- Set up antennas and mobile communication units during military field exercises.
- Communicate with receiving operators to exchange transmission instructions.
- Utilized Maintenance Management System (MIMMS) for sending up equipment for repair, which includes creating/documenting tickets.
- Responsible for Junior Marines to ensure quality of performance.
- Inventory radio equipment for inspections.
- In charge of loaning out the radio equipment
Education
Bachelors of Applied Science - Information Technology, Information Systems
ITT Technical Institute
Troy, MI09-2011
Associate of Applied Science - Information Technology, Network Systems
ITT Technical Institute
Troy, MI09-2009
Skills
- Technical support expertise
- Active Directory management
- Ticketing system proficiency
- Problem resolution
- Time Management
- Communication
- Adapabiliity
- Customer Service
- Remote Support
Timeline
Desktop Support Specialist
General Dynamics Land Systems
06.2023 - Current
Field Radio Operator
United States Marine Corps HONORABLE Personnel
09.1996 - 09.2000
Associate of Applied Science - Information Technology, Network Systems
ITT Technical Institute
Support Specialist
HR Block
Network Administrator
Behavioral Center of Michigan
Motorclothes Representative
Wolverine Harley Davidson
IT Tech
ATS Educational Services
Bachelors of Applied Science - Information Technology, Information Systems
ITT Technical Institute