Brittney Murgittroyd
Convergence Networks
Saint Louis,MI
10
years of professional experience
Results-driven IT professional with experience supporting users, managing incidents, and maintaining system performance. Strong in problem-solving, technical support, and cross-team collaboration. Focused on improving service quality, reducing recurring issues, and keeping business systems running smoothly.
Work History
Service Desk Administrator 2
2 Years 6 Months- Delivered technical support for hardware and software issues, ensuring timely resolution and customer satisfaction.
- Resolved technical problems by troubleshooting, diagnosing, and implementing solutions to maintain smooth operations.
- Managed ticketing system to prioritize and track service requests, enhancing workflow efficiency.
- Prioritized workload based on urgency levels when handling multiple tickets simultaneously, effectively balancing resources available for maximum results.
- Escalated complex or high-priority issues to appropriate team members or third-party vendors when necessary for swift resolution efforts.
- Collaborated with other IT teams to identify root causes of issues, leading to more effective problem-solving strategies.
- Analyzed recurring issues to identify trends, driving process improvements and reducing future incidents.
- Oversaw inventory management of IT assets, ensuring resources were accounted for and organized. of IT assets such as computers, peripherals, and licenses to ensure efficient resource allocation throughout the organization.
- Developed user documentation and training materials, improving knowledge sharing across teams.
- Delivered training sessions to end-users on various software applications, increasing their proficiency levels and overall productivity.
- Maintained a high level of professionalism while interacting with customers, fostering positive relationships and trust in the IT department's capabilities.
- Collaborated with cross-functional teams to implement IT solutions that align with business objectives.
- Escalated complex or high-priority issues to appropriate team members or third-party vendors for swift resolution efforts.
Network Operations Center Technician
2 Years 11 Months- Troubleshot routers, switches, firewalls, and VPN connectivity issues across multiple environments.
- Monitored network alerts and resolved incidents using ticketing systems and monitoring dashboards.
- Escalated complex outages with clear diagnostics and supporting logs for faster resolution.
- Documented incident updates, root causes, and remediation steps in operational records.
- Coordinated with engineers and service teams to restore critical network services.
- Supported change activities by validating configurations and confirming network stability.
- Participated in disaster recovery planning, helping to develop strategies for safeguarding valuable data assets.
- Reviewed system performance trends to identify recurring issues and reduce disruptions.
- Provided technical mentoring and guidance for junior technicians, helping them to develop their skills and understanding of the network environment.
- Provided timely support to clients during critical incidents, maintaining professional communication throughout the resolution process.
- Managed multiple projects simultaneously, prioritizing tasks according to deadlines and resource availability.
- Assisted in the implementation of new technologies, contributing to the modernization of company infrastructure.
- Installed patches and performed backups, system builds and image updates.
General Laborer
3 Years 2 Months- Operated various machinery and tools to assemble pontoons efficiently.
- Maintained a clean and organized work environment to ensure safety standards.
- Demonstrated strong work ethic, completing physically demanding tasks under varying conditions.
- Collaborated with team members to streamline workflows, minimizing production downtime.
- Collaborated with team members to streamline production workflows and reduce downtime.
- Displayed commitment to high-quality work in challenging environments., completing physically demanding tasks under varying conditions.
- Assisted in quality control checks to verify product specifications and integrity.
Education
No Degree - Network And System Administration
- Dean's List Fall of 2020
- Honor Roll Fall of 2020
- Ranked in Top 5% of class
- 4.0 GPA
Skills
Ticketing system expertise
Remote desktop support
Application support
Software installation
Active Directory management
Technical hardware support
System monitoring
Data backup and recovery
Security awareness
Escalation management
Operating systems
Data reporting
Problem-solving
Teamwork and collaboration
Vendor coordination
Accomplishments
- Two time Employee of the Month
- Regularly top 10% in ticket closures for East coast department
- Top receiver of positive customer reviews multiple times for Kilo team
- Recently 3rd in ticket closures for the entire East coast department
Timeline
Service Desk Administrator 2
Convergence Networks
04.2024 - CurrentRead More
Network Operations Center Technician
Convergence Networks
05.2021 - 04.2024Read More
General Laborer
Avalon and Tahoe Pontoons
02.2017 - 04.2020Read More
Career Quest Learning Centers
No Degree from Network And System Administration
Read More