Elijah Queen
Annapolis,MD
Summary
Ambitious IT Technician consistently exceeds client expectations by proactively tracking and resolving faults and complaints. Accurately triages and delegates all incoming tickets. Confirms either personal resolution or correct assignment of each and every customer issue. Capable professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems. Highly skilled IT Technician with robust background in troubleshooting, software and hardware installation, and network support. Display strong abilities in problem-solving, customer service, and technical communication. Proven track record of enhancing system performance and reducing downtime across various work settings. Known for adapting quickly to new technologies and mastering innovative tools. Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives. I also got my security+ and working on ccna certification.
Overview
8
8
years of professional experience
Work History
IT Technician
omnyon
Columbia, MD
06.2024 - Current
- Performed system backups and restores as required.
- Diagnosed hardware failures using diagnostic tools such as PC Doctor or Windows Event Viewer.
- Troubleshot system issues related to network connectivity, software installation and configuration, printing.
- Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
- Configured routers, switches and wireless access points for LANs and WANs.
- Coordinated with vendors for repair services when needed.
- Resolved hardware issues including replacing parts as necessary.
- Deployed operating systems.
Access Control Specialist
Amentum
Annapolis junction, md
05.2024 - Current
- Registered visitors and collected biometric information for official site logs
- Protected expensive assets from theft, vandalism and terrorism
- Delivered accurate information to facility management team regarding individual incidents and security activities
- Compared behaviors and activities against typical conditions to proactively identify security concerns
- Assisted authorized persons courteously and professionally removed unauthorized individuals
- Helped prevent access during unrest activities such as protests and demonstrations.
Security Officer
security guard
annapolis, md
11.2021 - 12.2023
- Directed individuals through security processes, clearly explaining policies, and procedures
- Monitored security console and handled incoming telephone calls for security-related matters
- Supported work culture of safety, respect and inclusion
- Completed incident reports for management and law enforcement officials
- Leveraged critical thinking to identify and address potential security threats.
Garbage Truck Driver
Turbo Haul
Annapolis Junction, MD
08.2020 - 11.2021
- Performed customer waste surveys as assigned by company
- Communicated with customers in-person to address questions or concerns
- Operated rear loader compaction equipment with focus on safety
- Operated heavy diesel front-loading commercial refuse collection truck, servicing wide range of container sizes.
Janitor
foreman Pro cleaning
Annapolis, MD
08.2018 - 06.2019
- Set up, arranged and removed decorations and furniture to prepare facilities for events
- Cleaned facilities to maintain sanitary, safe and attractive environment
- Obtained and safely stored equipment, supplies and materials for cleaning requirements
- Swept, vacuumed, mopped and treated floors to disinfect and maintain
- Recycled cardboard and plastic to reduce landfill waste.
Crew Member
wendy's
Annapolis, MD
08.2016 - 05.2018
- Greeted customers to take food orders and provide menu information
- Served food quickly and accurately for positive guest experience
- Kept fast pace in cook-to-order food production environment
- Operated cash register to receive cash or card customer payments
- Cleaned food preparation areas, equipment and work surfaces to verify safe and sanitary food-handling practices
- Adapted to restaurant operational needs at peak times
- Maintained impeccable uniform, hygiene and presentation
- Communicated clearly with team members in loud kitchen.
Education
High School Diploma -
annapolis high
Annapolis, MDSkills
- Diagnosed program malfunctions
- Identifying root causes and implementing corrective solutions
- Scheduled and executed system-wide software installations and upgrades
- Communicated clearly asking informed questions and listening actively to provide targeted support for technical issues
- Guided users through detailed hardware installations and technical fixes via phone call, email and live chat
- Cleaned and serviced restrooms with mops and disinfectants to maintain sanitary conditions
- Used cleaning solutions to remove stains and clean surfaces
- Set up, arranged and removed decorations and furniture to prepare facilities for events
- Operated mowers and hand and power trimmers to cut and trim lawns and shrubbery
- Polished windows, glass partitions and mirrors using cleaners, sponges and squeegees to maintain shine
- Oriented staff to new equipment and systems, providing live demonstrations and answering questions
- Coordinated with users and management teams to establish system requirements for specific software solutions
- Completed large number of technical support tickets each week, maintaining high first-call resolution rate
- Researched new updates, products and changes to best practices
- Recommended strategies to make the most out of systems with limited IT infrastructure
- Hardware Installation
- User Training
- Troubleshooting and diagnostics
- Hardware Configuration
- Computer Diagnostics
- LAN/WAN
Timeline
IT Technician
omnyon
06.2024 - Current
Access Control Specialist
Amentum
05.2024 - Current
Security Officer
security guard
11.2021 - 12.2023
Garbage Truck Driver
Turbo Haul
08.2020 - 11.2021
Janitor
foreman Pro cleaning
08.2018 - 06.2019
Crew Member
wendy's
08.2016 - 05.2018
High School Diploma -
annapolis high
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