Donna Carson
Glen Burnie,MD
Summary
A Veteran/Department of Defense Retiree with over 42 years experience anda TSSI security clearance with full scope poly.
Hard working and reliable focused on going above and beyond to support team and serve customers.
Overview
44
44
years of professional experience
1
1
Certification
Work History
Help Desk Support Technician
TechUsa
Fort Meade , MD
09.2023 - Current
- Provided technical assistance to customers over the phone and in person.
- Diagnosed hardware, software, and network problems for customers.
- Maintained accurate records of customer interactions using helpdesk tracking software.
- Collaborated with other departments within the organization as needed to troubleshoot complex issues.
- Assisted customers with instructional support and product troubleshooting.
- Supported customers with password resets and account customization.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Interlink Help Desk
IMG
Fort Meade , MD
03.2022 - 08.2022
- Assisted with troubleshooting hardware, software, and network issues.
- Resolved customer complaints in a timely manner.
- Created detailed tickets for each customer issue.
- Compiled reports on customer feedback and service satisfaction levels.
- Collaborated with other departments when necessary in order to provide comprehensive solutions for customers' needs.
- Adhered strictly to company policies regarding data privacy and security regulations.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
IT Hardware Technician
Apex Systems
Fort Meade, MD
06.2019 - 06.2022
- Maintained positive working relationship with fellow staff and management.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
- Oversaw daily performance of computer systems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Collected, analyzed and reported on data for use in operational planning.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
- Entered commands and observed system functioning to verify correct operations and detect errors.
- Inspected equipment and read order sheets to prepare for delivery to users.
Intelligence Analyst/Office Manager's Assistant
Department of Defense
Fort Meade, MD
09.1979 - 10.2015
- Managed departmental inventory and supply ordering.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Administered payroll and maintained proper documentation of employee personnel.
- Used judgment and initiative in handling confidential matters and requests.
- Managed office inventory and placed new supply orders.
- Reviewed files and records to obtain information and respond to requests.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
Education
High School Diploma -
01.1976
Some College (No Degree) - Business Administration and Management
Some College (No Degree) - Criminal Justice
Skills
- Flexible and Adaptable
- Microsoft Windows and Office
- Data Entry
- Customer Communication
- Business Administration Certified
- Windows 10 Certificate
Certification
- Security Plus Certified
Timeline
Help Desk Support Technician - TechUsa
09.2023 - Current
Interlink Help Desk - IMG
03.2022 - 08.2022
IT Hardware Technician - Apex Systems
06.2019 - 06.2022
Intelligence Analyst/Office Manager's Assistant - Department of Defense
09.1979 - 10.2015
Benjamin Cardozo High School - High School Diploma,
Anne Arundel Community College - Some College (No Degree), Business Administration and Management
Community College of The Air Force - Some College (No Degree), Criminal Justice