COREY GOLDEN
Atlanta
Summary
Detail-oriented professional with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
10
10
years of professional experience
Work History
Installation Technician
TRC Staffing Services Inc.
Atlanta, GA
10.2025 - 12.2025
- Installed and configured Desktops, WoW's, and Televisions. Ensuring optimal functionality and compliance with safety standards.
- Conducted routine maintenance checks to identify issues and implement timely repairs.
- Trained junior technicians on installation procedures, enhancing team efficiency and knowledge sharing.
- Collaborated with project managers to assess site requirements and determine installation timelines.
System Administrator
BlueAlly
Atlanta, GA
05.2025 - 10.2025
- Regularly check system logs, CPU usage, memory usage, and network performance to ensure optimal functioning
- Identify potential issues before they escalate by analyzing performance data and trends
- Schedule and manage regular backups to prevent data loss
- Provide technical assistance to end-users for hardware, software, and network-related issues
- Conduct regular security audits to identify vulnerabilities and ensure compliance with security policies
- Troubleshoot and resolve system problems to minimize downtime
- Managed onboarding and offboarding of employees.
Help Desk Analyst
Insight Global
10.2024 - 05.2025
- Resolve technical issues, boosting system efficiency and user satisfaction.
- Document solutions to enhance client self-service and reduce support requests.
- Create training materials, improving user skills and system utilization.
- Suggest adaptive tools, ensuring accessibility and compliance with standards.
- Utilizes management and logging tools to monitor and manage environment;
- Maintains change management system with relevant information;
- Assists with the deployment, tracking and retirement of information technology hardware
- Identifies areas of improvements to the IT environment to meet the needs of users
and provide efficiencies - Communicate with hardware and technology vendors for knowledge and support
Level 2 Help Desk Agent
Site One
11.2023 - 10.2024
- Experienced with ConnectWise and Service Now Ticketing systems.
- Resolve IT issues promptly, boosting user satisfaction by 23%.
- Guide clients in setup, improving service experience.
- Address and escalate inquiries, ensuring swift solutions.
- Collaborate with engineers for effective issue resolution.
- Enhance IT support processes, leading to measurable improvements.
- Streamlined IT support processes, leading to a 23% boost in user satisfaction.
- Implemented efficient troubleshooting methods, reducing resolution times
significantly.
Level 2 Help Desk Agent
WebHelp
10.2019 - 11.2023
- Resolve tickets swiftly using ConnectWise, ServiceNow; ensure 10-15 minute response time.
- Configure PCs and Apple devices, manage Citrix, VDI setups, enhance system functionality.
- Support end users with Microsoft Office, ERP, CRM, VPN; optimize application use.
- Manage Active Directory, update Office software; improve user account security.
- Utilize Command Prompt, Terminal; execute SOPs for effective knowledge management.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided basic end-user troubleshooting and desktop support.
Tier 1 Support Desk
DMI
Cincinnati, US
05.2018 - 10.2019
- Developed and coordinated daily activities for client orders, deployments, and device imaging
- Managed daily workload and communicated expectations to appropriate parties
- Processed orders within carrier tools to the client's specification
- Managed order queue and ensured proper placement within carrier tools
Global Support Analyst
Eze Castle Integration
New York City
06.2016 - 05.2018
- Resolved unique software and OS issues, ensuring swift solutions within a 15-minute protocol
- Handled 20-30 daily support calls, escalating only 10% for advanced engineering intervention
- Configured Office 365 and network printers, enhancing user productivity and system efficiency
- Managed Active Directory permissions, optimizing security and user access across domains
- Utilized remote tools like Bomgar for efficient problem-solving, reducing downtime significantly
- Supported and enforced information technology (IT) policies
- Knowledgeable in Avaya, IP Office, and Site admin phone configurations
- Analysed global IT support trends, implementing data-driven solutions to enhance system efficiency and reduce downtime for international clients
Education
High School Diploma -
Georgia State University
Atlanta, GAMajor - Video FX and Post Production
Art Institute of Atlanta
01.2013
Lakeside High School -
Lakeside High School
Atlanta01.2010
Skills
- Customer engagement
- Helpdesk ticketing
- Documentation
- Hardware installation
- System administration
- End-user support
- Remote IT management
- System integration
- User account management
- Antivirus
- Network monitoring
- System scripting
- Incident resolution
- Diagnostic equipment
- Network troubleshooting
- Hardware and software installation
Timeline
Installation Technician
TRC Staffing Services Inc.
10.2025 - 12.2025
System Administrator
BlueAlly
05.2025 - 10.2025
Help Desk Analyst
Insight Global
10.2024 - 05.2025
Level 2 Help Desk Agent
Site One
11.2023 - 10.2024
Level 2 Help Desk Agent
WebHelp
10.2019 - 11.2023
Tier 1 Support Desk
DMI
05.2018 - 10.2019
Global Support Analyst
Eze Castle Integration
06.2016 - 05.2018
Major - Video FX and Post Production
Art Institute of Atlanta
Lakeside High School -
Lakeside High School
High School Diploma -
Georgia State University