Summary
Overview
Work History
Education
Skills
Operating Systems And Software
Certification
Hardware Skills
Internship
Accomplishments
Timeline
Generic

Deborah Edwards

Easley,SC

Summary

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. 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.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Desktop/End User Support

Centerwell
Anderson, SC
12.2022 - 09.2025
  • Assisted in troubleshooting and deploying desktop/laptop hardware, ensuring seamless integration and user readiness
  • Provided technical assistance to Centerwell Primary Care Organization employees, resolving issues efficiently to minimize downtime
  • Executed software installations and addressed service requests.
  • Delivered exceptional customer support, resulting in improved client satisfaction and loyalty
  • Practice total ownership from incident acknowledgement to resolution

Desktop/End User Support (Contract)

Centerwell
Anderson, SC
03.2022 - 12.2022
  • Troubleshot and deployed desktop/laptop hardware, ensuring timely access to necessary tools for employees.
  • Installed software and addressed general service requests, facilitating seamless technology usage across the organization.
  • Provided technical assistance to Centerwell Primary Care Organization employees, enhancing user experience and operational efficiency.
  • Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
  • Practice total ownership from incident acknowledgement to resolution

Mobile Platform Admin (Contract)

Prisma Health
Greenville, SC
04.2021 - 02.2022
  • Provided technical assistance to Prisma Health employees on Apple and Android devices, ensuring smooth operation and user satisfaction.
  • Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
  • Practice total ownership from incident acknowledgment to resolution
  • Assisted with software installations and fulfilled general service requests, enhancing overall user experience and support efficiency.

Service Center Analyst (Contract)

Prisma Health
Greenville, SC
06.2020 - 09.2020
  • Provided technical assistance to Prisma Health employees through ServiceNow and chat, ensuring timely support and user satisfaction
  • Analyzed and identified hardware and software issues, resolving within SLA and escalating complex cases to maintain service quality
  • Practice total ownership from incident acknowledgement to resolution
  • Assisted in software installations and managed service requests to enhance operational efficiency
  • Executed password resets using Active Directory

Desktop Support Analyst (Contract)

Prisma Health
Greenville, SC
05.2019 - 06.2020
  • Supported Windows 10 rollout by deploying laptops and desktops to Prisma Health employees, improving operational readiness
  • Reimaged Windows 7 laptops and desktops for Windows 10 deployment
  • Facilitated execution of Imprivata project, enhancing user access management
  • Managed inventory of imaged PCs and ensured timely delivery of returned units
  • Assisted with install and setup of Microsoft Office 365

Help Desk Analyst

Ogletree Deakins
Greenville, SC
01.2018 - 02.2019
  • Analyzed and identified hardware and software issues to resolve within SLA.
  • Troubleshot and resolved network connectivity issues, escalating when necessary to ensure prompt service restoration.
  • Practice total ownership from incident acknowledgement to resolution
  • Updated incidents and problems in Cherwell to maintain accurate records and ensure timely resolution.
  • Assist in software installs and general service requests.
  • New account creations, disabling of accounts and resetting of passwords via Active Directory
  • Participate in new application testing and special projects

Information Technology Specialist I

Blue Cross Blue Shield
Columbia, SC
11.2012 - 12.2017
  • Troubleshot and escalated network connectivity issues to restore service and minimize downtime.
  • Resolved password reset issues using Active Directory and relevant tools to enhance user access.
  • Installed software and processed service requests to support operational needs.
  • Tested new applications during organized testing phases to ensure functionality.

Desktop Support Analyst

Concentrix
Greenville, SC
05.2011 - 06.2012
  • Repaired laptops and desktops while installing necessary hardware and software to maintain system functionality.
  • Set up desktops to ensure operational readiness for users.
  • Managed user accounts in Active Directory to ensure proper access control.
  • Re-imaging of PCs using Ghost Cast and Fog Server.
  • Conducted tape backups using Symantec Backup Exec 12.5 to secure data integrity.

Technical Support Specialist

Insite Support Services
Newberry, SC
01.2001 - 04.2011
  • Resolved client computer problems and answered inquiries via telephone, enhancing customer satisfaction.
  • Delivered technical assistance for computer systems, ensuring timely resolution of user issues.
  • Configured network settings for DSL, Cable, Wireless, Satellite, and Fiber to the Home, facilitating seamless connectivity for users.

Education

Master of Arts - Information Technology Management

Webster University
Columbia, SC
05.2017

Bachelor of Science - Computer Information Science in Network Security

ECPI University
Columbia, SC
07-2015

Associate of Applied Science - Computer Information Science in Network Security

ECPI College of Technology
Greenville, SC
02.2011

Skills

  • Technical Support
  • Troubleshooting
  • Network Support
  • Remote Desktop
  • Remote Access Software
  • VPN
  • SCCM
  • Windows Active Directory
  • Computer Networking
  • DHCP
  • DNS
  • TCP/IP
  • LAN
  • VOIP
  • Email Security
  • Citrix
  • VMWare
  • Virtual Desktop Infrastructure
  • Disaster Recovery
  • Microsoft Windows Server
  • Operating Systems
  • Windows 7
  • Windows 8
  • Windows 10
  • Vista
  • XP
  • 2000
  • 98
  • Apple macOS
  • Android
  • IOS
  • Blackberry devices
  • Endpoint Management
  • Hardware Setup
  • Computer configurations
  • HP/Ricoh printers
  • Office 365
  • Office 2010/2016
  • Microsoft Exchange
  • Document Collaboration
  • Lync/Skype proficiency
  • Salesforce
  • Slack
  • Zoom
  • Cisco Jabber
  • Talkdesk
  • Zendesk
  • Diligent
  • Active Listening
  • Zendesk
  • Active Listening
  • Diligent
  • Technical support

Operating Systems And Software

  • Windows Server 2003 and 2008
  • Windows 7, Windows 8, Windows 10, Vista, XP, 2000, 98
  • Apple macOS
  • Microsoft Office 2010 and 2016
  • Autonomy FileSite Document Management System
  • Microsoft Office 365
  • Zoom
  • Salesforce
  • Slack
  • Cisco Jabber
  • Talkdesk
  • Zendesk

Certification

CompTIA A+

Hardware Skills

  • Assembling RJ-45 connections
  • Computer configurations
  • Installing and troubleshooting peripherals

Internship

AT-NET, Greenville, SC, 12/10, 02/11, Upgraded laptops, Installed Windows 7, Configured wireless settings, Monitored client networks

Accomplishments

Phi Theta Kappa

Timeline

Desktop/End User Support

Centerwell
12.2022 - 09.2025

Desktop/End User Support (Contract)

Centerwell
03.2022 - 12.2022

Mobile Platform Admin (Contract)

Prisma Health
04.2021 - 02.2022

Service Center Analyst (Contract)

Prisma Health
06.2020 - 09.2020

Desktop Support Analyst (Contract)

Prisma Health
05.2019 - 06.2020

Help Desk Analyst

Ogletree Deakins
01.2018 - 02.2019

Information Technology Specialist I

Blue Cross Blue Shield
11.2012 - 12.2017

Desktop Support Analyst

Concentrix
05.2011 - 06.2012

Technical Support Specialist

Insite Support Services
01.2001 - 04.2011

Master of Arts - Information Technology Management

Webster University

Bachelor of Science - Computer Information Science in Network Security

ECPI University

Associate of Applied Science - Computer Information Science in Network Security

ECPI College of Technology
Deborah Edwards