Summary
Overview
Work History
Education
Skills
Certification
Security Clearance
Training
Timeline
Generic

ERYKA LEWIS

PORTSMOUTH,VA

Summary

Detail-oriented IT professional with 5+ years of experience in system administration and desktop support. Seeking to leverage comprehensive technical expertise and strong problem-solving skills to contribute effectively to the IT operations of a dynamic organization. Attentive Desktop Support Technician with 3 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means. Friendly Desktop Support with over 5 years of computer systems experience. Proven skills in installing, repairing and upgrading organizational hardware and system equipment. Strong problem solver always ready to boost client satisfaction and grow company reliability.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Desktop Support Technician

APEX SYSTEMS
01.2024 - Current
  • Provide hands-on and remote technical support for 200+ users in a Windows (7, 10) and macOS environment, resolving 30+ tickets weekly with 95% satisfaction rate
  • Review and analyze IT systems, networks, and software for potential security risks and vulnerabilities
  • Coordinated with senior technicians to address major system incidents to help reduce network downtime/disruption
  • Install and configure software applications, hardware peripherals, and printers, ensuring optimal functionality and user productivity
  • Troubleshoot and resolve network connectivity issues, VPN problems, and wireless network configurations
  • Conduct new employee onboarding sessions, educating users on IT policies and procedures
  • Manage and maintain Windows Server environment, including Active Directory, DNS, DHCP, and Group Policy.
  • Configured and tested new software and hardware.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Help Desk Technician

SAIC
07.2023 - 01.2024
  • Respond and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient, and friendly customer service
  • Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required
  • Research customer issues and resolve promptly with or without remote tools
  • Keep Ensure customer is aware of resolution steps when ticket is dispatched
  • Provide clients with problem reference numbers and request numbers
  • Accurately document calls and cases and enter troubleshooting/resolution steps into trouble ticket
  • Manage time and workload to meet predetermined service levels.
  • Provided basic end-user troubleshooting and desktop support.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Walked individuals through basic troubleshooting tasks.
  • Documented support interactions for future reference.
  • Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
  • Managed high levels of call flow and responded to technical support needs.

Senior IS Technician

GS CONSULTING (CVS)
02.2021 - 11.2021
  • Responsible for resolving customer inquiries by using the tools provided to services customer quickly, efficiently, and thoroughly
  • Prompt response to questions from CVS store employees by troubleshooting, diagnosing, resolving problems and overall store support and installations
  • Document problems accurately and succinctly in appropriate support tools provided
  • Maintain knowledge with accurate and up to date information relating to current policies, procedures and troubleshooting techniques
  • Resolve problems for store Point of Sale systems, hardware, repairs, maintenance and Minute Clinic.
  • Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
  • Trained new technicians on standard operating procedures, ensuring consistency across the team.

Technical Support Agent

IBEX
12.2018 - 08.2019
  • Support for day-to-day IT operation at the call center
  • Organizes and addresses assigned tasks and tickets in appropriate priority order
  • Supports corporate I.T
  • As 'the hands' at the site to address issues with voice and data infrastructure
  • Supports site level implementations of new pc hardware, application rollouts, and client specific activities as it relates to desktop
  • Receives and responds to workflow requests in the form of trouble tickets through TRAKIT ticketing system.
  • Managed high call volume efficiently, addressing customer concerns promptly and professionally.
  • Documented support interactions for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.

Education

High School Diploma -

Tallwood High School
Virginia Beach, VA
06.2014

Skills

  • System Administration: Windows Server (2008, 2012, 2016), Active Directory, Group Policy, DNS, DHCP, Exchange Server
  • Desktop Support: Windows (7, 8, 10), macOS, hardware troubleshooting, software installation, remote desktop support
  • Networking: TCP/IP, LAN/WAN, routers, switches, VPN, wireless networks
  • Security: Antivirus management, firewall configuration, vulnerability assessment, data backup solutions
  • Virtualization: VMware vSphere, Microsoft Hyper-V
  • Monitoring and Maintenance: System performance monitoring, software updates, patch management
  • Documentation: Policies and procedures, system configurations, user manuals
  • Communication: Strong interpersonal skills, customer service, technical writing
  • Printer and Peripheral Support
  • Technical support expertise
  • Active Directory Management
  • Ticketing system proficiency
  • Remote Support
  • Data Backup and Recovery
  • System Configuration
  • Hardware diagnostics

Certification

CompTIA Sec+ Certification

Security Clearance

Active

Training

add any IT training you've had

Timeline

Desktop Support Technician

APEX SYSTEMS
01.2024 - Current

Help Desk Technician

SAIC
07.2023 - 01.2024

Senior IS Technician

GS CONSULTING (CVS)
02.2021 - 11.2021

Technical Support Agent

IBEX
12.2018 - 08.2019

High School Diploma -

Tallwood High School

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ERYKA LEWIS