Emily McWilliams
Brazil,IN
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
Work History
IT Specialist
Indiana Air National Guard
02.2020 - Current
- Diagnoses and resolves customer-reported issues, managing ticketing systems.
- Installs, configures, and tests software and hardware components over 6 different enclaves.
- Proficiently delivers formal and informal customer training, write standard operating procedures, and provide customer assistance.
- Ensures compliance with information security policies and practices.
- Collaborats with system developers to resolve issues.
- Coordinates installation and maintenance activities.
- Integrates with various intelligence organizations for collaborative efforts.
IT Support Specialist
Client Systems, 181st Communications Flight
03.2017 - 02.2020
- Proficient in customer support, resolving issues within the Wing and geographically separated units.
- Effective oral and written communication skills, maintaining professionalism and a positive attitude.
- Broad knowledge of IT concepts, enabling the resolution of complex hardware and software issues.
- Experienced in configuration management and life cycle management to enhance network capabilities.
- Skilled in testing and data analysis for problem resolution.
- Familiar with network standards and equipment, specializing in routers, hubs, switches, servers, and network interface devices.
- Expertise in network security, providing guidance to prevent issues and collaborating on complex problems.
- Knowledgeable in network principles, aiding in planning, maintenance, workstation setup, and user instruction.
- Proficient in documenting problem analysis and resolutions for records and user manuals.
Education
Academic Honors Diploma -
Northview High School
Pursuing Bachelor of Science Degree in Information Technology -
Indiana State University
05.2025
Pursuing Associate of Science Degree in Information Technology -
Community College of The Air Force
12.2024
Skills
- MS Office Proficiency
- Desktop Support
- Application Support
- Component Replacements
- Windows 10
- Hardware Upgrades
Certifications
Comptia Security +
Timeline
IT Specialist
Indiana Air National Guard
02.2020 - Current
IT Support Specialist
Client Systems, 181st Communications Flight
03.2017 - 02.2020
Academic Honors Diploma -
Northview High School
Pursuing Bachelor of Science Degree in Information Technology -
Indiana State University
Pursuing Associate of Science Degree in Information Technology -
Community College of The Air Force
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