Driven and certified Information Technology professional with aspiring leadership goals and a proven track record of success. Currently completing a B.S. in Network Engineering and Security and pursuing CCNA and ITIL certifications. Excell building positive and cooperative work relationships. Dedicated to delivering exceptional service satisfaction, focusing on "invisible IT." Demonstrated expertise in technical troubleshooting and configuration and managing multiple priorities with a positive attitude. Recognized for being self-directed, adaptable, and a valuable asset to any team.
Hi, I’m
GEMMA BURNHAM
Charlotte,NC
Summary
Overview
8
years of professional experience
1
Certification
Work History
Midrex Technologies
Service Desk Technician
09.2023 - Current
Job overview
- Help manage ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
- Project lead for new ticketing system implantation to streamline processes through automation of routine tasks and providing single pane of glass (SPOG), increasing team productivity and reducing manual effort.
- Evaluate emerging AI technologies for potential adoption within the organization's IT landscape for innovation and improvement.
- Developed detailed project plans, including scope, timeline, budget, and team involvement to ensure timely delivery of project.
- Cultivate and maintain strong professional relationships to efficiently identify and resolve end-user pain points.
- Build, repair, and install computer-related hardware based on deployment procedures.
- Mentor new technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
- Create comprehensive documentation of processes and procedures to aid in training new technicians.
- Develop knowledge base articles, which enable teammates to implement faster resolutions for end users.
- Assist users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
- Provide excellent after-hours support when necessary to address critical incidents, minimizing potential disruptions for teammates.
- Established positive relationships with vendors and contractors to secure products and services and faster resolution times.
- Serve as a technical escalation resource and SME for select software.
Cabarrus County Schools
Break/Fix Technician
03.2020 - 08.2023
Job overview
- Supported and maintained 2,200+ devices and end users in both Windows and Mac environments through a ticketing system encompassing remote and in-person assistance
- Delivered end-user training and support for various application platforms, new equipment, networking, and cybersecurity protocols
- Executed service delivery by performing computer break-fix, desk-side support, workstation hardware and software installation, configuration, and maintenance
- Facilitated centralized, remote configuration of back-end processes for the school districts' workstations and applications.
- Responsibilities encompassed managing Microsoft Active Directory, Office 365, Adobe Suite, Google Admin, Extreme Cloud, and Mosyle MDM (Apple)
- Perform backups, diagnostics, data recovery, and malware/bug removal.
- Installed, maintained, and troubleshot network hardware and software, including servers, switches, security cameras, Telecom, wireless access points, UPS units, and network printers.
- Coordinated with vendors regarding equipment and service purchasing, hardware requirements, and installation processes.
- Collaborated with supervisor, teams, and engineering for strategy planning and problem-resolution steps.
- Lead teams during computer/network equipment upgrades.
- Contributed supporting documentation to Knowledge Base.
Paymentus
Junior Security Analyst
07.2019 - 01.2020
Job overview
- Assisted with the architectural design, troubleshooting strategies, and technical documentation of SDWAN implementation in four data centers.
- Set up and configured basic Fortinet firewalls.
- Ensured compliance with Security Policies, Procedures, and Standards and recommended improvements and enhancements to these standards as needed.
- SIEM alert analysis, application vulnerability assessment, risk analysis, and compliance testing.
Whole Foods Market
Administrative Support
09.2018 - 06.2019
Job overview
Geisinger Medical Center
Surgical Nursing Assistant
06.2016 - 05.2018
Job overview
Education
Western Governor's UniversityOnline
B.S. in Network Engineering and Security
09.2026
University Overview
Rowan Cabarrus Community CollegeConcord, NC
A.S. in Networking and Virtualization
07.2023
University Overview
MyComputerCareerCharlotte, NC
Information Technology Security And Administration from IT Certifications
06.2019
University Overview
Certification
- CompTIA A+
- CompTIA Server+
- Linux Essentials
Awards
Awards
- Rowan Cabarrus Community College President's List: 2021 - 2023
- Phi Theta Kempa Honors Society member holding a 3.9 GPA
Timeline
Service Desk Technician
Midrex Technologies
09.2023 - Current
Break/Fix Technician
Cabarrus County Schools
03.2020 - 08.2023
Junior Security Analyst
Paymentus
07.2019 - 01.2020
Administrative Support
Whole Foods Market
09.2018 - 06.2019
Surgical Nursing Assistant
Geisinger Medical Center
06.2016 - 05.2018
Western Governor's University
B.S. in Network Engineering and Security
Rowan Cabarrus Community College
A.S. in Networking and Virtualization
MyComputerCareer
Information Technology Security And Administration from IT Certifications
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