Jeremy Edwards
Ada,OK
Summary
Dynamic IT professional with proven expertise in server maintenance and exceptional customer service, demonstrated at The Chickasaw Nation and the National Transportation Safety Board. Excelled in troubleshooting, critical thinking, and adaptability. Spearheaded major projects, including phone upgrades and the establishment of an E-Sports gaming lab.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Application Support Analyst
The Chickasaw Nation
09.2024 - Current
- Diagnosed and documented issues and solutions for over 200 health applications.
- Delivered on-site technical support to more than 1,000 healthcare employees.
- Supported the implementation of 50+ new server applications.
Service Center Technician I
The Chickasaw Nation
08.2023 - 09.2024
- Delivered exceptional customer service to over 100,000 external and 14,000+ internal customers at The Chickasaw Nation.
- Researched and published 3+ knowledge articles for the IT Service Center.
- Consistently achieved a performance evaluation score above 90%.
Service Desk Technician - Intern
National Transportation Safety Board
05.2024 - 07.2024
- Executed a server upgrade project, including the configuration of six new servers.
- Provided technical support to over 400 employees, resolving hardware, software, and network issues.
- Collaborated with the Engineering team to develop and deploy a customized version of Windows 11 for 400+ federal employees.
- Awarded a Certificate of Achievement in recognition of outstanding contributions.
Service Desk Technician - Intern
National Transportation Safety Board
05.2023 - 08.2023
- Resolved iOS issues and provided support to over 400 federal employees.
- Managed inventory and tracking for 800+ iPhones.
- Delivered outstanding customer service to 400+ employees.
- Initiated and completed the iPhone upgrade project at the National Transportation Safety Board (NTSB).
IT Technician - Student
East Central University
09.2020 - 05.2023
- Diagnosed and documented hardware, software, and network issues for over 2,000 employees.
- Led the upgrade of 40+ classrooms on campus, completing all installations and improvements.
- Established and completed the ECU E-Sports gaming lab project, setting up 10+ gaming stations.
Education
Bachelor of Science - Information Technology Management
East Central University
Ada, OK12-2024
Skills
- Customer-facing presentation skills
- Training documentation development
- Server maintenance
- Ticket management
- Troubleshooting documentation
- Quality Assurance
- Cybersecurity
- Information Systems
- Troubleshooting
- Adaptability
- Time management abilities
- Professionalism
- Reliability
Certification
- Google Cybersecurity Specialization | Google | 2024 September
- Hyland Certified OnBase Healthcare Administrator Associate | Hyland | September 2024
- Hyland Certified Perceptive Content Administrator Associate | Hyland | September 2024
- Google AI Essentials | Coursera | September 2024
Timeline
IT Application Support Analyst
The Chickasaw Nation
09.2024 - Current
Service Desk Technician - Intern
National Transportation Safety Board
05.2024 - 07.2024
Service Center Technician I
The Chickasaw Nation
08.2023 - 09.2024
Service Desk Technician - Intern
National Transportation Safety Board
05.2023 - 08.2023
IT Technician - Student
East Central University
09.2020 - 05.2023
- Google Cybersecurity Specialization | Google | 2024 September
- Hyland Certified OnBase Healthcare Administrator Associate | Hyland | September 2024
- Hyland Certified Perceptive Content Administrator Associate | Hyland | September 2024
- Google AI Essentials | Coursera | September 2024
Bachelor of Science - Information Technology Management
East Central University
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