Edward Jones
Birmingham,AL
Summary
Motivated and customer-focused IT Help Desk Support Specialist with over 4 years of experience in technical troubleshooting, system optimization, and user support. Excels in creating exceptional customer experiences and enhancing operational efficiency through innovative problem-solving. Known for outstanding communication skills, organizational prowess, and dedication to user satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Help Desk Support Specialist
Datahouse Technology LLC
Birmingham, AL
03.2022 - Current
- Delivered exceptional user support by addressing and resolving technical inquiries with care and efficiency.
- Analyzed user feedback to advocate for system and process enhancements, improving overall user experience.
- Utilized CRM systems for meticulous tracking and resolution of customer issues, ensuring data integrity.
- Lead complex troubleshooting processes with a determined and detail-oriented approach, driving results.
- Supported diverse client environments as part of a Managed Service Provider (MSP), ensuring optimal system uptime and customer satisfaction.
- Administered and supported Microsoft 365, Intune, and Mobile Device Management (MDM) solutions for secure user access and device compliance.
- Managed Active Directory accounts, group policies, and user permissions across multiple environments.
- Performed network diagnostics and support using Fortinet firewalls and Ubiquiti devices to maintain connectivity and security.
- Conducting system imaging on new computers.
- Configured and monitored Windows Defender for endpoint protection and compliance reporting.
Computer Consultant and Technician
Jones Systems Consulting
Birmingham, AL
02.2020 - Current
- Provided tailored technical support, resolving hardware and software issues efficiently.
- Designed and implemented network configurations that enhanced system performance and reliability.
- Offered professional malware removal services, safeguarding user systems and data.
Education
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
Skills
- Tier 1 & Lead Customer Support
- CRM and Ticketing Systems Management
- Technical Troubleshooting & End-User Assistance
- Cybersecurity Awareness & Regulatory Compliance
- Desktop, Server, and Network Support
- Fortinet & Ubiquiti Network Administration
- Microsoft Intune, MDM, & Office 365 Management
- Active Directory & Windows Defender Security
Certification
- CompTIA A+
- CompTIA Security+ (In Progress)
- Microsoft 365 Certified: Fundamentals
- CompTIA Network+ (In Progress)
- Fortinet NSE 1
- Fortinet NSE 2
- Fortinet NSE 3
Timeline
IT Help Desk Support Specialist
Datahouse Technology LLC
03.2022 - Current
Computer Consultant and Technician
Jones Systems Consulting
02.2020 - Current
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University