Jamal Spivey
Fayetteville,NC
Summary
An IT Associate specializing in technical support, Linux, Active Directory, PowerShell and Azure. Adept at performing software upgrades, backups, documentation, and Windows Server.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Associate
Maximus
06.2022 - Current
- Performed Log incident management over 30 tickets each day and provide client response for service requests received via email, chat, and tickets in timely manner
- Communicate regularly with over 25 internal team members and clients on ticket progress and status updates
- Escalate tickets to team management as needed based on priority or ticket resolution roadblocks
- Manage and provide weekly status updates on over 70 BI vendor Tech Support Cases
- Translated complex technical issues into digestible language for non-technical users
Help Desk Specialist
GDIT
11.2021 - 06.2022
- Identified, evaluated, and prioritized end-user issues to ensure that inquiries are successfully resolved
- Utilized troubleshooting techniques to resolve hardware, software, and network issues
- Documented incident status and solutions in incident database tools
- Adhered to established levels of service for over 1,000 clients
- Adhered to established customer service and documentation standards within required time frames
Tier 1 IOS Advisor
Kelly Connect
06.2021 - 09.2021
- Data back-up, sharing & synchronization troubleshooting
- Verified proper hardware and software configuration and set up
- Helped streamline repair processes and update procedures for support action consistency
- Responded to customer inquiries and provided technical assistance over phone
- Diagnosed and troubleshot hardware, software and network issues for over 30 customer calls per day
Web Admin
Supreme Systems
02.2020 - 10.2020
- Set up usernames and passwords for over 45 users
- Tested security of sites to ensure each site was secured
- Ran daily backup of sites
- Maintained logs of each site and documented any potential issues
- Set up templates for over 25 sites using WordPress builder
Education
Bachelor of Science - Computer Science
North Carolina A & T State University
Greensboro, NC05.2019
Skills
- PowerShell
- Linux
- Azure
- Windows OS
- Bash
- Active Directory
- Windows Server 2022
- TCP/IP
Certification
AZ-104
Timeline
IT Associate
Maximus
06.2022 - Current
Help Desk Specialist
GDIT
11.2021 - 06.2022
Tier 1 IOS Advisor
Kelly Connect
06.2021 - 09.2021
Web Admin
Supreme Systems
02.2020 - 10.2020
Bachelor of Science - Computer Science
North Carolina A & T State University
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