China Mcfarland
Washington
Summary
Highly capable and results-oriented Tier 1 & 2 Technical Support professional with 4+ years of experience (since 02/22) in educational and corporate environments. Expertise in remote troubleshooting, IT asset management, and user training across macOS, Chrome OS, and Windows platforms. Proven ability to resolve complex hardware/software issues and maintain high staff satisfaction using ticketing systems like Freshdesk and Incident IQ. Seeking to leverage strong technical and customer service skills in a dynamic technical support team.
Overview
8
8
years of professional experience
4
4
Certifications
Work History
Technical Support Specialist
AppleTree Institute
Washington
08.2017 - Current
- Resolved over 150 Tier 1 and 2 technical support tickets monthly through Fresh Desk and Incident IQ, maintaining high resolution rates and staff satisfaction scores.
- Oversaw full lifecycle management of over 200 technology assets, ensuring minimal downtime through effective setup, maintenance, repair, and tracking.
- Conducted technology onboarding sessions for new hires, covering Mac/Chrome OS usage, printing, casting, and Google Workspace to enhance user adoption.
- Spearheaded preparation and deployment of technology for new employees on MacBooks/Chromebooks, Google Workspace, A/V casting, and printing to guarantee Day One readiness.
- Managed inventory of $80,000 in IT assets using Mosysle, Apple School Manager, and Meraki for accurate tracking and resource allocation.
- Basic knowledge of concepts like TCP/IP, DNS, DHCP. Experience troubleshooting connectivity issues (Wi-Fi, VPNs, LAN/WAN).
Education
High School Diploma -
Friendship Collegiate Academy
Washington DC06-2015
Skills
- Technical troubleshooting
- Asset management
- Software deployment
- Help desk support
- Google Workspace
- Customer relationship management
- IT asset tracking
- Technology onboarding
- User training
- Problem solving
- Effective communication
- System diagnostics
Certification
Comptia Tech+
Timeline
Technical Support Specialist
AppleTree Institute
08.2017 - Current
High School Diploma -
Friendship Collegiate Academy