Devonte Miles
Phenix City,Alabama
Summary
Attentive Desktop Support Technician with 3 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Desktop Support Technician
KECH Inc.
06.2021 - 05.2024
- Primary responsibilities include diagnosing and troubleshooting hardware and software issues, performing installations, configurations, and updates, and maintaining an inventory of IT assets.
- Enhanced helpdesk ticketing system, resulting in a 42% reduction in support call turnaround time.
- Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
- Streamlined help desk processes for increased productivity and improved response times.
- Improved user experience with proactive system maintenance and updates.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over the phone and in person.
- Installed, configured, and maintained computer systems and network connections.
- Monitored system performance to identify potential issues.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provide user training and support to enhance the technical proficiency of employees, respond to support requests through various communication channels, and maintain documentation of technical procedures and solutions.
- Assisting with network connectivity problems, collaborating with network administrators on complex issues, and ensuring compliance with software licensing
Education
Bachelor's Degree - Information Technology
University of The Cumberlands
Williamsburg, KY12.2021
Skills
- Technical support expertise
- Remote Support
- Data Backup and Recovery
- Software Installation
- Operating System Knowledge
- Hardware troubleshooting
- Network Connectivity
- Device configuration
- Asset Management
- Patch management
- User Account Management
- End-User Account Management
- Customer Service
Certification
- Amazon Web Services Cloud Practitioner - Amazon Web Services (AWS), 05/2023, 05/2026, CV7EZ5R14MREQC3S
- CompTIA Network+ - CompTIA, 08/2023, 08/2026, 86K0D59SH11QQM30
- CompTIA Security+ ce Certification - CompTIA, 11/2023, 11/2026, CFHKF3STLB4EQ6S1
Daytodayresponsibilities
Technical Support, Switch and Router Physical Configuration Changes, Set up call center, Making employee badges, Installing software on laptops/desktops, Installing APs, Routers, and Switches, Asset Management, Reset passwords, Installing Software on laptops/desktops, System Updates & Patch Management, Collaboration and Escalation, Customer Service, Remote Support, Network Connectivity Troubleshooting
Timeline
Desktop Support Technician
KECH Inc.
06.2021 - 05.2024
Bachelor's Degree - Information Technology
University of The Cumberlands
- Amazon Web Services Cloud Practitioner - Amazon Web Services (AWS), 05/2023, 05/2026, CV7EZ5R14MREQC3S
- CompTIA Network+ - CompTIA, 08/2023, 08/2026, 86K0D59SH11QQM30
- CompTIA Security+ ce Certification - CompTIA, 11/2023, 11/2026, CFHKF3STLB4EQ6S1
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