Jermaine Hewitt
Nanticoke,Pennsylvania
Summary
IT hardware and software technician with over 8 years of experience in enterprise environments, specializing in system troubleshooting and network infrastructure management. Demonstrated expertise in resolving complex technical issues and enhancing system performance while providing end-user support. Proficient in Active Directory and Microsoft environments, with strong skills in network troubleshooting. Aiming to transition into a system administrator or network-focused position.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Hardware & Software Technician
Pyramid Healthcare
01.2023 - Current
Installed, configured, and troubleshot desktops, laptops, printers, and peripherals.
Delivered tier 1 and tier 2 technical support for end users across hardware, software, and network issues.
Diagnosed and resolved network connectivity issues involving switches, ports, and cabling.
Supported Microsoft 365, Active Directory, and user account management tasks.
Managed helpdesk tickets while ensuring compliance with SLA requirements.
Assisted in equipment deployment, upgrades, and system imaging projects.
Information Technology Support Specialist
T Geddes Grant Limited
08.2018 - 05.2022
Installed and configured hardware, software, and network components to enhance functionality.
Provided technical support and training for users and systems to ensure effective operation.
Monitored system performance, performing maintenance tasks such as backups and updates.
Managed helpdesk tickets through Freshdesk, consistently meeting SLA targets.
Supported Active Directory and Windows Server environments to maintain security and efficiency.
Collaborated with teams to improve IT processes and enhance system reliability.
Route Administrator Supervisor
T Geddes Grant Limited
04.2017 - 08.2018
- Supported mobile devices and resolved hardware/software issues
- Managed SOTI MobiControl and monitored field device performance
- Generated reports and supported daily operations for route teams
Tier 2 and 3 Technical Support Supervisor Live
Startek Inc
01.2011 - 04.2017
- Led technical support operations and coached agents on troubleshooting
- Improved customer satisfaction and first-call resolution rates
- Managed escalations and provided advanced technical support
Education
Bachelor of Science - Cyber Security
Luzerne County Community College
Nanticoke, PA05-2030
Skills
- Hardware & Software Troubleshooting
- Active Directory & User Management
- Microsoft 365 / Windows OS
- Network Troubleshooting (Switches, Ports, Connectivity)
- Helpdesk & Ticketing Systems (Freshdesk)
- Device Deployment & Imaging
- Customer Support & Technical Training
Certification
- CISCO CERTIFIED NETWORK ASSOCIATE (CCNA)
- MICROSOFT CERTIFIED SYSTEMS ENGINEER
Timeline
IT Hardware & Software Technician
Pyramid Healthcare
01.2023 - Current
Information Technology Support Specialist
T Geddes Grant Limited
08.2018 - 05.2022
Route Administrator Supervisor
T Geddes Grant Limited
04.2017 - 08.2018
Tier 2 and 3 Technical Support Supervisor Live
Startek Inc
01.2011 - 04.2017
Bachelor of Science - Cyber Security
Luzerne County Community College