Adobe Creative Cloud
Edmond Burns
Littlerock,AR
Summary
Results-driven IT Support Specialist with a strong focus on technical troubleshooting, system administration, and user support. Proven ability to mentor junior staff and spearhead IT projects to enhance infrastructure stability and security.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Information Technology Support Specialist
LiveRamp
Little Rock, AR
10.2020 - Current
- Diagnosed and resolved IT-related problems to ensure minimal downtime for users.
- Provided technical support for hardware and software issues across multiple platforms.
- Spearheaded IT projects to improve infrastructure stability, performance, or security according to organizational needs.
- Collaborated with cross-functional teams to implement system upgrades and enhancements.
- Monitored system performance to identify potential issues.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Mentored junior staff on troubleshooting techniques and effective problem-solving skills.
- Developed training materials and conducted sessions to improve user proficiency in technology tools.
- Boosted productivity through training end-users on the proper use of various applications and tools.
- Demonstrated versatility through supporting various hardware devices, software applications, and operating systems in a rapidly changing IT environment.
- Used ticketing systems to manage and process support actions and requests.
IT Systems Administrator
Arkansas Children's Hospital
Little Rock, AR
08.2019 - 10.2020
- Managed network infrastructure, ensuring optimal performance and uptime across hospital systems.
- Implemented security protocols to safeguard sensitive patient and operational data.
- Led system upgrades, enhancing functionality and user experience for clinical staff.
- Enhanced system performance by optimizing server configurations and implementing regular maintenance routines.
- Developed automated backup processes to protect critical information from data loss.
- Devised scripts and automation tools to improve system efficiency.
- Provided technical support and training to end-users, improving overall system proficiency.
Information Technology Specialist
Heifer International
Little Rock, AR
10.2012 - 09.2018
- Implemented IT solutions to enhance operational efficiency across organizational departments.
- Developed and maintained network infrastructure to support programmatic activities and user needs.
- Provided technical support and troubleshooting for software, hardware, and network issues to staff.
- Troubleshot complex hardware and software issues for swift resolution, minimizing downtime for affected users.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Conducted training sessions to improve staff proficiency in technology tools and systems.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Science - Visual Communication
ITT Technical Institute
Little Rock, AR12.2011
Skills
- Help desk support
- End-user support
- Technical support
- Incident management
- Ticket management
- Application support
- Remote support
- System administration
- Operating system support
- Software deployment
- Software installation
- Hardware installation
- Hardware troubleshooting
- Hardware diagnostics
- System configuration
- IT asset management
- Network administration
- Backup management
- Data recovery
- Server maintenance
- Disaster recovery planning
- IT security management
- Malware protection
- Cross-platform support
- Mobile device management
- LAN/WAN
- TCP/IP
- Software troubleshooting
- IT documentation
- Product support
- Product training
- User support
- Office productivity tools
- MS office proficiency
- Active listening
- Verbal and written communication
- Customer service
- Problem-solving
- Team collaboration
- Issue escalation
- Troubleshooting skills
- Issue troubleshooting
- Information protection
- Hardware and peripherals
- Hardware upgrades
- Issue troubleshooting
- Technical support
Certification
- Certified Apple Genius, Apple - 2018
- Certified Dell Technician, Dell - 2016
- Certified iOS Technician, Apple - 2018
- Certified AI Literacy, Liveramp - 2026
Software
Microsoft Office Suite
Okta Verify
Netskope
Carbon Black
Jira/Atlassian
FreshWorks/ServiceNow
Slack
Microsoft Teams
Zoom Admin
Google Workspace
Jamf Pro MDM
Workspace One
AD (Active Directory)
Apple Business Manager
Falcon Crowdstrike
Qualys
LAPS
AdminByRequest
Forticlient VPN
Global Protect VPN
Shoretel/Mitel/MiVoice Connect
Remote Desktop
ScreenConnect/ Bomgar/ Dameware
Windows Powershell
Timeline
Information Technology Support Specialist
LiveRamp
10.2020 - Current
IT Systems Administrator
Arkansas Children's Hospital
08.2019 - 10.2020
Information Technology Specialist
Heifer International
10.2012 - 09.2018
Bachelor of Science - Visual Communication
ITT Technical Institute