Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline

Cassandra Knapp-Mason

Algonquin,IL

Summary

Highly skilled Service Desk Technician experienced with troubleshooting and resolving technical issues. Dedicated team player delivers great customer service. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions.

Overview

5
5
years of professional experience
4
4

Certifications

4
4

Vocational Certificates

Work History

Lead Service Desk Technician

Net56 Inc
10.2020 - Current
  • Provided basic end-user troubleshooting and desktop support.
  • Configured hardware, devices, and software to set up work stations for employees and Chromebooks for students.
  • Provided on-call support for end-users.
  • Used Connectwise not only as ticketing system but also as device and user management.
  • Responded to support requests from end-users and performed basic troubleshooting via remote session
  • Installed printers either by IP address or via file server.
  • Created and modified running policy and procedures document for Service Desk Department.

Help Desk Agent

Connection Inc
11.2019 - 07.2020
  • Assisted all T-Mobile stores nationwide with issuing hardware replacements via phone and PIER/WebSPOC/Oracle EnterpriseOne ticketing systems Updated internal procedural documents.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Created step-by-step training guides for various tasks via SharePoint.

Technical Customer Support

VisionTEK Products
02.2019 - 08.2019
  • Performed RMA and new computer hardware and accessories product testing.
  • Performed quality assurance on new products before sent into production.
  • Used ticketing systems to manage and process support actions and requests.
  • Responded to customer inquiries and provided technical assistance over phone, email, and in online chat.

Cyber Security Intern

RedLegg
02.2018 - 04.2018
  • Learned and performed concept of Social Engineering.
  • Wrote one Information Security Blog that was published on their website.
  • Developed and maintained courteous and effective working relationships.
  • Proven ability to learn quickly and adapt to new situations.

Education

Associate of Applied Science - Digital Forensics

Elgin Community College
05.2018

Bachelor of Arts - English Major, Minor in Philosophy

Northern Illinois University, Dekalb, IL
05.2007

Skills

  • Data Entry
  • Windows XP-11
  • Computer Networking
  • Phone Support
  • Building and Troubleshooting computers
  • IPv4 & IPv6
  • IT Support- mostly remote troubleshooting
  • Remote Desktop

Certification

  • CompTia Security+ (SY0-601)
  • CompTia A+ (1001/1002)
  • Fortinet NSE 1
  • Fortinet NSE 2
  • Google IT Support Specialist
  • IBM Cybersecurity Analyst
  • Vocational Certificate in Data Entry
  • Vocational Certificate in Medical Billing and Coding

Affiliations

Participated in the National Cyber League Fall 2017 Challenge Individual Preseason and Team of 9 Postseason Challenges.

Timeline

Lead Service Desk Technician - Net56 Inc
10.2020 - Current
Help Desk Agent - Connection Inc
11.2019 - 07.2020
Technical Customer Support - VisionTEK Products
02.2019 - 08.2019
Cyber Security Intern - RedLegg
02.2018 - 04.2018
Elgin Community College - Associate of Applied Science, Digital Forensics
Northern Illinois University - Bachelor of Arts, English Major, Minor in Philosophy
Cassandra Knapp-Mason