Jeanine Hardin
Springtown,TX
Summary
With over 24 years of technology expertise, excel in innovative problem-solving and consistently boost customer satisfaction. Skilled in managing multiple projects concurrently and meeting deadlines with precision. Experienced Helpdesk Lead Specialist with 8 years of experience supervising, assigning, and monitoring support staff. Proficient in creating knowledge documents, delivering Level 2 customer service, and coordinating efficient help desk operations. Additionally, skilled in MAC support, inventory control, Azure imaging, and providing C-level support for immediate issue resolution. Resourceful specialist offering expertise in problem-solving, data analysis, and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record includes successfully managing multiple projects and developing innovative solutions.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Helpdesk Lead Specialist
Helpdesk Lead Specialist
02.2016 - 09.2024
- Supervised junior help desk/desktop support staff
- Assigned and worked tickets, escalated to different levels based on priority
- Monitored performance to ensure all contractors with non-company laptops had access to network resources including network printers and print services
- Created knowledge and educational documents to help resolve issues or provide insights on how to troubleshoot issues
- Delivered excellent Level 2 customer service, assisted customers with internet questions, performed troubleshooting via phone calls, in person, and on Teams
- Coordinated efficient help desk operations with a strong focus on customer satisfaction
- Developed and implemented MAC support for specialty groups, troubleshooted and maintained all MAC equipment, worked with team members to implement and work with JAMF to set up and secure MACs
- Imaged laptops using Azure scripts remotely and in-house
- Worked with users to replace and set up new users/equipment as needed with terminations or new hires
- Managed inventory control using system app to allow all helpdesk support to see available inventory
- Worked with Azure in imaging, access control, inventory, security, and daily requests for information
- Maintained hardware for C-Level meetings locally
- Involved with project management on branch closures or openings, assisting in assessing moving printers or other needed equipment per Project
- Handled all escalations directly or delegated to a tech, worked exclusively for C-levels providing all levels of support for immediate resolution
Helpdesk Support Engineer
ABS Inc
12.2007 - 10.2015
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
- Developed and implemented preventive maintenance procedures.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Helped streamline repair processes and update procedures for support action consistency.
- Managed approximately 100 incoming calls, emails per day from customers.
Active Directory Administrator
DeVry Institute of Technology
08.2007 - 12.2007
- Created and administered profiles and accounts, also maintaining systems documentation.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Integrated and updated software products to boost system compatibility.
- Implemented internet and intranet applications on multiple platforms.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Attended meetings to deliver status reports to key stakeholders.
- Performed software installations and upgrades to Windows operating systems.
IT Technician
Chase Bank
07.2006 - 07.2007
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Proved successful working within tight deadlines and a fast-paced environment.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and PC's
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- 'Managed approximately 75 incoming calls, emails per day from customers.'
Customer Support Specialist
Televista Communications
12.2000 - 02.2004
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume Call Center setting, prioritizing tasks to keep up with challenging deadlines.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
Education
High School Diploma -
Beckville ISD
Beckville, TX06.1983
Skills
- Active Directory
- Laptops
- Windows and MAC OS Troubleshooting
- User Accounts
- Technical Reports
- Remote Support
- Inventory Management
- Network Printers
- Intune/MDM
- Citrix
- VPN
- Apple
- Android /Iphone IOS
- Problem Resolution
- Employee relations
- Talent management
- Recruitment and selection
- Maintenance and repair
- Supply management
- Technical communication
- Proficient in Azure
- MS Office 365 Suite'
Certification
- CompTIA A+ Certification, 12/01/99
- IT Information Library Foundations Certification, 06/01/07
Timeline
Helpdesk Lead Specialist
Helpdesk Lead Specialist
02.2016 - 09.2024
Helpdesk Support Engineer
ABS Inc
12.2007 - 10.2015
Active Directory Administrator
DeVry Institute of Technology
08.2007 - 12.2007
IT Technician
Chase Bank
07.2006 - 07.2007
Customer Support Specialist
Televista Communications
12.2000 - 02.2004
High School Diploma -
Beckville ISD
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