Epic
Hi, I’m
CARLTON JEFFERSON
Santa Fe,New Mexico
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Overview
6
years of professional experience
5
years of post-secondary education
Work History
Santa Fe Community CollegeSanta Fe, NM
SERVICE DESK TECHNICIAN
08.2023 - Current
Job overview
- Extend technical support to all internal IT and non-IT employees as well as customers facing problems related to hardware, software, and networking
- We are responsible for troubleshooting problems faced by the end-users of PCs, laptops, and other technologies by identifying issues and analyzing them.
- Passionate about learning and committed to continual improvement.
- Resolved problems, improved operations and provided exceptional service.
- Identified issues, analyzed information and provided solutions to problems.
- Strengthened communication skills through regular interactions with others.
- Provided professional services and support in a dynamic work environment.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Unity BpoRemote, NM
SYSTEM ANALYST
08.2023 - Current
Job overview
- Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems
- Troubleshoot program and system malfunctions to restore normal functioning.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Promoted efficiency among departments with prompt resolution of system issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Configured and tested new software and hardware.
- Monitored system performance to identify potential issues.
- Tested new software and hardware prior to deployment.
- Created user accounts and assigned permissions.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured hardware, devices, and software to set up work stations for employees.
Black Paladin IT ServicesSanta Fe, NM
IT ENGINEER
01.2019 - 08.2024
Job overview
- Install and maintain computer hardware and software systems for a wide range of businesses, in both the private and public sectors.
- Provided secondary training to personnel struggling with technological tools and systems.
- Executed troubleshooting and server support in both in-person and remote situations.
- Produced reports on success rates and remedial requirements.
- Maintained service schedule for software and hardware.
- Performed scheduled service work, installations, testing and repairs.
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
- Identified and corrected system faults to minimize operational system downtime.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
- Defined enterprise processes and best practices and tailored enterprise processes for applications.
Timeline
Western Governors University
Bachelor of Science from Information Technology
07.2024 - Current
SERVICE DESK TECHNICIAN
Santa Fe Community College
08.2023 - Current
SYSTEM ANALYST
Unity Bpo
08.2023 - Current
Santa Fe Community College
Associate of Science from Information Technology
08.2023 - Current
IT ENGINEER
Black Paladin IT Services
01.2019 - 08.2024
Baylor University
Bachelor of Science from Aviation Science
2004.08 - 2008.08 (4 education.years_Label)
Summary
Multi-talented System Analyst implementing best practices for scalability and support. Versed in deploying applications and identifying trends through careful data assessments. Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Strong understanding of diverse business intelligence methodologies to improve workflow, productivity and reliability. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Education
Baylor UniversityWaco, TX
Bachelor of Science from Aviation Science
2004.08 - 2008.08 (4 education.years_Label)
Santa Fe Community CollegeSanta Fe, NM
Associate of Science from Information Technology
08.2023 - Current
Western Governors UniversitySalt Lake City, UT
Bachelor of Science from Information Technology
07.2024 - Current
Skills
- Operation System Software
- VMware Experience
- Productivity Software
- Technical Integration
- Computer Hardware Knowledge
- Network Computer
- Citrix Metaframe
- Programming Skills
- Adobe Systems Adobe Creative Cloud
- Technical Writing
- Technical Troubleshooting
- Hardware and Software Optimization
- Administration
- File Management Software
- Network Technology
- Hardware and Software Configuration
- Troubleshooting Network Issues
- Maintenance and Troubleshooting
- System Administration
- Microsoft SharePoint
- Software Testing
- Reading Comprehension
- Hardware Updating
- Install Hardware
- Set Up Applications
- VMware and Oracle (VM)
- DNS Lookup
- Data Backups
- Mobile Device Management
- LAN and WAN Control
- Network Firewall Management
- Virtual Machine Operation
- IP Addressing and Subnetting
- Router Installation and Optimization
- Permissions and Access Control
- Computer Systems Installation
- Microsoft Active Directory
- Network Repairs and Maintenance
- Hardware and Software Monitoring
- Wide Area Network (WAN)
- Train Users
- Software Deployment Management
- Helpdesk Services
- Computer System Diagnostics Software
- Wireless Networking
- Application Installation
- Network Maintenance
- Technical Support and Assistance
- LAN and WAN Assessment
- Microsoft Windows and Office
- Employee Computer Support
- Information Security
- Hardware Replacement
- Network Security
- Test and Optimize Systems
- Linux Programming and Administration
- Hardware Repair
- Information Technology Infrastructure
- Data Recovery
- IT System Development
- Network Hardware and Software Maintenance
- Server Installation
- Veritas Backup Exec
- Server Maintenance
- Server Deployment
- Microsoft Hyper-V Server
- Server Migration
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Company CultureCareer advancementHealthcare benefitsPaid time offWork-life balanceWork from home optionPersonal development programsSoftware
Alloy
Azure
Service Now
SCCM
AD
Languages
English
Bilingual or Proficient (C2)
Spanish
Intermediate (B1)
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