Jintrell Tassara
Decatur,IL
Summary
Seasoned Support Engineer well-versed in supporting users and troubleshooting common problems. Versatile professional bringing remarkable understanding of Telecommunications, Service Support and System Administration to operations with a resilient nature focused on finding root causes and making permanent improvements. Offering 10 years of experience working in high-pressure environments to address customer concerns and questions. Technologically-savvy with proven customer service, time management and multitasking abilities. Attentive to customer needs and ready to break down technical problems to develop effective solutions. Ambitious student pursuing technical certifications. Adaptable and driven with strong work ethic and motivation to thrive in team-based or individually motivated settings.
Overview
2023
2023
years of professional experience
1
1
Certification
Work History
Service Transition Engineer
Integrity Technologies Solutions
- Developed technical drawings that adhered to industry standards.
- Participated in team meetings to discuss project progress updates.
- Coordinated with various departments to ensure smooth transition into the organization.
- Facilitated communication between managers and new employees throughout the onboarding process.
- Identified areas for improvement within the current onboarding program.
- Configured routers, switches and other networking devices according to company guidelines.
- Developed training materials for users on how to use software applications properly.
- Ensured accuracy of customer information in databases.
Service Desk Analyst/Service Desk Analyst II
Intuit
Phoenix, AZ
09.2022 - 02.2023
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
Service Desk Analyst
Bank of America
Chandler, AZ
02.2022 - 06.2022
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting for End users.
- Configuring & Troubleshooting VPN and Wireless connectivity issues
Helpdesk Support Engineer
In-telecom Consulting
Slidell, LA
03.2021 - 12.2021
- Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Provided real-time support to everyday users.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Configured new employee work stations consisting of hardware, software and peripheral devices.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Observed system functioning and entered commands to test different areas of operations.
- Installed, set up and repaired devices and system components.
- Answered normal and after-hours service calls.
- Read and interpreted technical documentation in order to accurately configure equipment.
- Anticipated and analyzed common connectivity workflow problems.
- Established and modified networks and computers at businesses, schools, government buildings, medical facilities and homes.
- Coordinated trunk testing with phone vendors to troubleshoot possible problems.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Improved operations by working with team members and customers to find workable solutions.
Desktop Analyst
Williams County North Dakota
10.2019 - 06.2020
- Installd, assembled, configured, and maintained County computers, monitors and peripherals including printers, scanners and related hardware
- Configured security settings and access permissions to groups or individuals (Active Directory) Pulls cabled and rewire cabling as required for new installations and office reconfigurations
- Provides technical support and troubleshooting assistance for network computer systems including hardware, software, and email
- Investigate and resolve network and peripheral equipment problems; perform related repairs as required
- Respond to technical service requests in a timely and prompt manner; accurately documents technical service call information into the departmental computer system
- Monitor and assist with ensuring the availability, connectivity and security of assigned technology related equipment
- Performs preventative maintenance necessary to keep County computers and systems free of viruses, spyware, and adware
- Schedule and provide training to end users as required
- Coordinate and collaborate with Information Technology Department staff to research and implement the use of new technology
- Provides on-call technical support as scheduled and required
- Maintain confidentiality of non-public records and make available all data and information deemed a public record by the North Dakota Century Code.
Network and Systems Administrator
UNITED STATES MARINE CORPS
01.2012 - 01.2017
- Succeeded in a highly demanding and dynamic environment to ensure delivery of information systems services Worked on multiple projects to provide support to Department of Defense customers to include, but not limited to, account creation, fault troubleshooting, hardware troubleshooting, and network implementation Followed local standard operating procedure documentation to ensure 100% compliance Managed, maintained and connected service and help desk support providing 24/7 operations support providing over 10,000 hours of customer support Responsible for the configuration and maintenance of customer's LAN/WAN to include 80 Cisco switches and routers and provided 99% uptime during mission exercises
- Responsible for investigation of systems alarms, created help tickets, and managed ticket queues to maintain availability of network and information systems and track incident management Provided technical customer service and troubleshooting to users over the course of eight worldwide operations resulting in 100% mission accomplishment Configured and enabled the Tactical Data Links to multiple DOD agencies, which included 600 users, 90% availability rate, allowed all agencies to track aircraft in near real time Reduced redundancies in catastrophic failure recovery procedures to reduce system rebuild time by 38% saving 180 man hours
- Supported telecommunications for tactical training operations in austere environments while fully employing and retrograding a tactical operations center 18 times over the course of 36 hours Installed, managed, and operated telecommunications equipment for over 1000 local and remote users across a wide array of locations Configured and maintained cryptographic devices to include the KG-175D and KIV-7 with zero comsec incidents
- Provided detailed technical support for both military and commercial equipment Supported both Windows Server 2008 R2 and 2012 R2 to include Microsoft Hyper-V servers with over 100 Virtual Machines ensuring 100% IA compliance Managed Server, Network, and Equipment Troubleshooting and Maintenance on 35 million worth of equipment resulting in 100% operation readiness
Education
Bachelor of Science - Cybersecurity - Information Assurance
Colorado Technical University
01.2022
Bachelor of Science - Information Technology - Information Assurance and Security
American Intercontinental University
01.2019
Bachelor of Science - Cybersecurity - Information Assurance
01.2018
Information Technology
Central Texas College
Colorado Technical University
01.2016
Some College (No Degree) -
MyComputerCareer.com / TechSkills
Indianapolis, INSkills
- Troubleshooting and diagnostics
- Multitasking
- Computer maintenance
- Customer support needs assessment
- Service desk support
- Network configuration
- Microsoft Office Suite
- VMWare experience
References
Bianca Langa Bank of America Service Desk Team Lead (480) 769-1410
Davin Harris In-telecom Consulting LLC CME Lead Tech (228) 223-5039
Scott Stevens Integrity Technology Solutions Chief Information Security Officer (309) 678-1513
Accomplishments
Customer Service Award for Williams County
Additional Information
Able to obtain Secret Clearance with employer sponsorship.
Certification
FortiNet 1, 2 & 3 Certified
Timeline
Service Desk Analyst/Service Desk Analyst II
Intuit
09.2022 - 02.2023
Service Desk Analyst
Bank of America
02.2022 - 06.2022
Helpdesk Support Engineer
In-telecom Consulting
03.2021 - 12.2021
Desktop Analyst
Williams County North Dakota
10.2019 - 06.2020
Network and Systems Administrator
UNITED STATES MARINE CORPS
01.2012 - 01.2017
Bachelor of Science - Cybersecurity - Information Assurance
Colorado Technical University
Bachelor of Science - Information Technology - Information Assurance and Security
American Intercontinental University
Bachelor of Science - Cybersecurity - Information Assurance
Information Technology
Central Texas College
Colorado Technical University
Some College (No Degree) -
MyComputerCareer.com / TechSkills
Service Transition Engineer
Integrity Technologies Solutions
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