JANELLE GRAY
Silver Spring,MD
Summary
Hardworking User Support Associate 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.
Overview
3
3
years of professional experience
1
1
Certification
Work History
User Support Associate
Family Health International
Washington, DC
09.2023 - Current
- Provided technical assistance and support for incoming queries and issues related to computer systems and software.
- Resolved network connectivity issues.
- Performed troubleshooting to diagnose and resolve technical issues.
- Analyzed system logs to detect potential issues with computer systems.
- Collaborated with IT team members to identify system requirements and resolve problems.
- Responded promptly to customer inquiries via phone or email.
- Identified recurring technical issues and provided solutions to prevent future incidents.
- Supported remote desktop connections for users requiring assistance offsite.
- Installed operating system updates as required by company policy.
- Managed user accounts, including password resets, account creation, and deletion.
- Troubleshooted hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Facilitate New Hire onboarding presentation for new hires.
- Deployment of New Hire equipment.
- Migration from Windows 10 to Windows 11 on over 150 laptops.
- Configure and/or maintain personal computers, networks, and related hardware or software.
- Manage, create, and monitor AD accounts.
- Manage email accounts, O365.
- Install software remotely using Bomgar.
- Input tickets for applications using Cherwell.
- Printer configuration
Help Desk Analyst
Marriott International, Inc
Silver Spring, MD
01.2022 - Current
- Receives all helpdesk calls, and emails
- Works directly with upper management to complete task as assigned
- Use Active Directory to create new user accounts and password resets
- PC deployments
- Printer configuration
- Install software remotely using Bomgar
- Interview users to define specific software requirements
- Input tickets for applications
IT Specialist
AvalonBay
Laurel, MD
05.2021 - 09.2023
- Provide phone, email and computer support for ends users
- Provide support for basic IT issues such as password resets, laptop support, software installations, Microsoft applications, Provision new hardware for new and existing users and re-image computers
- Resolves technology problems, monitors user activity and maintains documentation
- Communicate effectively with a diverse group of people including other department managers and staff
- Manage create, monitor AD accounts
- Experience with Configuration Management System
- Manage Migration of PCS from Windows 7 to 10
Education
Associate of Arts - General Studies
Howard Community College
05.2021
Skills
- Issue Resolution
- Remote Support
- Technical Documentation
- Troubleshooting and Diagnosis
- Technical Support
- Customer Service
- Software Installation
- Application Installations
- Microsoft Outlook
- Operating Systems
Certification
- ITIL 4 Foundation Certificate in IT Service Management
Accomplishments
- Featured in the ISS Newsletter Spotlight in the August issue of FHI360 for work ethic and continual improvement of knowledge and skills.
Timeline
User Support Associate
Family Health International
09.2023 - Current
Help Desk Analyst
Marriott International, Inc
01.2022 - Current
IT Specialist
AvalonBay
05.2021 - 09.2023
Associate of Arts - General Studies
Howard Community College
- ITIL 4 Foundation Certificate in IT Service Management
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