Courtney Burrage
Fort Worth,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Resourceful professional in technology support, known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, software installation, and network configuration. Excel at communication, problem-solving, and adaptability, ensuring seamless tech support experiences.
Overview
6
6
years of professional experience
Work History
Network Technician
Allen County Public Library
Fort Wayne, IN
01.2022 - 12.2024
- Maintained high security standards managing Active Directory user accounts
- Created new accounts, reset passwords, and configured access to servers and file management software for users.
- Configured and installed hardware and software solutions to meet organizational needs.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Trained end-users and internal staff on new technologies and system updates.
- Conducted regular system maintenance and software updates to ensure operational efficiency.
- Developed training materials for end users on how to use IT services efficiently.
Residential Assistant
Genesis Outreach Inc.
Fort Wayne, IN
06.2022 - 11.2023
- Led therapeutic and educational group sessions on topics including addiction recovery, coping strategies, and life skills development
- Provided immediate support and de-escalation during crises, utilizing trauma-informed care approaches to stabilize clients
- Addressed conflicts among residents with a focus on peaceful resolution and maintaining a supportive community environment
- Conducted thorough intake assessments to understand the background, needs, and goals of new clients, informing their care plans
- Maintained accurate and up-to-date records of client progress, incidents, and program activities for reporting and compliance purposes
Remote Support Engineer
Otter Base (Service Express Contract)
03.2021 - 08.2021
- Provided overnight remote technical support for server infrastructure, ensuring timely resolution of hardware failures, particularly hard drive issues
- Managed incident tickets through in house ticketing system, ensuring accurate documentation and timely resolution of issues
- By coordinating with on-site technicians to ensure swift repairs and minimal downtime
- Dispatched on-site technicians to data centers and remote locations to replace failed server hard drives, maintaining communication throughout the repair process
- Maintained clear and professional communication with clients and stakeholders during incidents, providing status updates and post-repair reports
- Supported the maintenance of data center operations by coordinating with remote teams to ensure all server hardware issues were promptly addressed
Help Desk Technician
Irely Inc.
01.2020 - 08.2021
- Worked closely with diverse teams to troubleshoot and fix hardware and software problems
- Handled Active Directory user accounts, security groups, and GPOs, maintaining strict adherence to security protocols
- Partnered with IT teams to improve network troubleshooting methods
- Conducted remote diagnostics to identify and resolve issues, minimizing the need for on-site visits and improving response times
- Addressed and resolved intricate Tier 2 technical issues, leading to increased user satisfaction
- Enhanced IT operations by adding valuable information to the knowledge base
Field Operation Technician
3-D Technology Group
08.2018 - 08.2019
- Installed, configured, and maintained computer systems, networking devices, and peripheral equipment, adhering to company standards and client needs.
- Managed the setup, deployment, and decommissioning of IT equipment across multiple field sites, ensuring efficient and timely operations.
- Maintained accurate inventory records of all installed hardware devices and software applications.
- Performed on-site troubleshooting and repair of network systems and hardware for various clients, ensuring minimal downtime and optimal performance.
- Performed regular backups of critical data using backup software such as Symantec Backup Exec or similar products.
Education
Bachelor of Science - Software Engineering
Western Governors University
Utah06.2026
Skills
- Ticketing Management
- Technical Support
- Customer Support
- Active Directory
- SCCM
- Interpersonal and communication skills
- Collaboration
- Hardware installation
- Attention to Detail
- Microsoft Office
- HTML, CSS, JavaScript
- Hardware repair
- GitHub
- End-User Support
- Troubleshooting
- Problem resolution
- JIRA systems
Websites
Coursework
- Project Management
- Front-end Development
- User Experience
- Technical Communication
- Data Management
- Intro to Blockchain
- Intro to Web3
- Python
Timeline
Residential Assistant
Genesis Outreach Inc.
06.2022 - 11.2023
Network Technician
Allen County Public Library
01.2022 - 12.2024
Remote Support Engineer
Otter Base (Service Express Contract)
03.2021 - 08.2021
Help Desk Technician
Irely Inc.
01.2020 - 08.2021
Field Operation Technician
3-D Technology Group
08.2018 - 08.2019
Bachelor of Science - Software Engineering
Western Governors University
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