Constance Edson
Dundee,MI
Summary
Adept Senior Help Desk Technician with a proven track record at NSF International, enhancing system performance and user satisfaction. Excelled in network administration and technical support, significantly streamlining repair processes. Skilled in training and mentoring, consistently improved team efficiency and problem resolution capabilities.
Overview
19
19
years of professional experience
1
1
Certificate
Work History
Senior Help Desk Technician
NSF International
10.2002 - 03.2009
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Created user accounts and assigned permissions.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Helped streamline repair processes and update procedures for support action consistency.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Installed, configured and maintained computer systems and network connections.
Help Desk Technician
Borders Books and Music
01.2001 - 01.2002
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Mechanical Engineering Research and Production
Advanced Modular Power Systems
03.1990 - 03.2000
- Managed ongoing maintenance and storage of test equipment.
- Gathered relevant data from various sources and developed comprehensive reports for leadership review.
- Organized and edited technical instructions for use in training and customer manuals.
- Supervised lab activity research to maintain adherence with established protocols.
- Supported NASA space flight project implementation.
- Collaborated with coworkers, discussing assembly, and needed product adjustments.
- Wrote work orders and parts fabrication requests.
- Operated variety of tools and equipment to complete mechanical repairs.
- Performed in-depth troubleshooting to diagnose and resolve range of mechanical failures.
- Inspected and tested equipment, machinery and components to diagnose issues, recognize defects, and determine appropriate repairs.
- Organized data archive of engineering specifications, drawings and specifications and maintained traceability of documents by proper filing and indexing.
- Investigated equipment function to diagnose faults and make recommendations to provide solutions.
- Coordinated with other engineering professionals to coordinate operation of mechanical systems.
- Attended meetings and presentations to learn project details.
- Completed research, compiled data, updated spreadsheets, and produced timely reports.
- Implemented new strategies to reduce costs and improve efficiency of engineering team.
- Conducted research to identify and evaluate new technologies and concepts.
- Assisted in developing cost-effective solutions to engineering problems.
- Led engineering teams to successfully complete projects on time and within budget.
- Trained and mentored junior engineers, providing guidance and direction.
- Collaborated with other departments to facilitate successful project completion.
- Developed and maintained relationships with suppliers to facilitate quality and timely delivery of materials.
- Completed research, compiled data, and assisted in timely reporting.
- Designed and implemented quality control processes to facilitate customer satisfaction.
Education
High School Diploma -
05.1988
Skills
- Training and mentoring
- Network Administration
- Technical support expertise
- Virtualization Technologies
- Problem Resolution
- Mobile Device Management
- User Support
Certification
- Microsoft Certified Professional- 2004
Timeline
Senior Help Desk Technician - NSF International
10.2002 - 03.2009
Help Desk Technician - Borders Books and Music
01.2001 - 01.2002
Mechanical Engineering Research and Production - Advanced Modular Power Systems
03.1990 - 03.2000
Dundee Community High School - High School Diploma,
- Microsoft Certified Professional- 2004
Similar Profiles
Luba RazhavskyLuba Razhavsky
SENIOR ACCOUNT MANAGER at NSF INTERNATIONALSENIOR ACCOUNT MANAGER at NSF INTERNATIONAL
Ann GatesAnn Gates
Director of Global Processes & Operations - Health Science Division/NSF at NSF INTERNATIONALDirector of Global Processes & Operations - Health Science Division/NSF at NSF INTERNATIONAL
TOCOIANU OVIDIU RAZVAN FLORINTOCOIANU OVIDIU RAZVAN FLORIN
Accound Manager at NSF InternationalAccound Manager at NSF International