Jullie Wright
IT Analyst
Wake Forest,NC
Summary
Competent Help Desk Technician with seven years of quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Work History
HR Analyst
HCL America Incorporated, S2S
Cary, NC
11.2019 - 06.2021
- Identified and diagnosed system and network problems to solve hardware and software faults and password issues.
- Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.
- Used Service Now to document and manage problems and work requests and made necessary account updates.
- Provided administrative support, including procedural documentation and relevant reports.
- Used Remote Desktop web application to resolve issues virtually.
Senior Systems Administrator Sergeant
US Army
Fort Hood, TX
07.2015 - 03.2017
- Ensured readiness of equipment valued more than $2M.
- Streamlined installation and maintenance on communication subsystems and communication security devices.
- Directed office responsibilities, managed correspondence, record tracking, and data communication.
- Orchestrated integration and communication of software upgrades.
- Kept software licenses current for computers and mobile devices.
- Monitored networks and network devices to resolve technical problems quickly.
- Performed network security design and integration duties.
Supervisor Systems Administrator Sergeant
US Army
06.2014 - 06.2015
- Controlled accountability and documentation of 270+ in military assets spanning 160 facilities valued at $4.3M.
- Performed and supervised preventive maintenance, link quality control, and direct support maintenance for equipment valued over $3.7M.
- Established administrative support for over 90 personnel in the organization and provide monthly reports on all company operations.
- Supervised all agency operations and developed new, efficient methods, which lead to 15% increase in processing time.
- Controlled systems performance, ensuring equipment continuously met highest levels of quality control.
Helpdesk Technician
US Army
07.2009 - 06.2014
- Leveraged outstanding communication, interpersonal skills to work well with clients of military and civilian backgrounds.
- Maintained knowledge of Department of Defense (DoD) IT regulations and directives per DoD Directive 8570.1 technologies by participating in regular classes and offsite training
- Resolved customer-initiated requests, related to hardware and software installations; incident detection, diagnosis, change management, patch upgrades, and releases.
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Configured hardware, devices and software to set up work stations for employees.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Satellite Communications Operator Maintainer
US Army
07.2009 - 06.2014
- Operated and maintained SOF Deployable Node (SDN) family of terminals
- Replaced and upgraded software, firmware, inventory management, reported on system status and function
- Performed end-to-end testing of satellite communications links to maintain a reliable communication for all users in the battalion.
- Repaired cut cable of various sizes and worked with color-coded wires and cables.
- Followed standards and procedures to maintain safe work environment.
- Accurately read, understood, and carried out written instructions.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Successfully maintain clean, valid driver's license and access to reliable transportation.
- Installed, aligned, and balanced new equipment.
Education
Associate of Applied Science - Business Administration
Campbell University
Buies Creek, NC 08.2017 - 12.2021
Associate of Science - Business Administration
Sanford-Brown College - Milwaukee, Milwaukee, WI
08.2006 - 04.2008
Skills
Interpersonal Communication
Flexible and Adaptable
Support Ticket System Management
Remote System Analysis
Desktop support
Application support
Customer service expert
Timeline
HR Analyst
HCL America Incorporated, S2S
11.2019 - 06.2021
Associate of Applied Science - Business Administration
Campbell University
08.2017 - 12.2021
Senior Systems Administrator Sergeant
US Army
07.2015 - 03.2017
Supervisor Systems Administrator Sergeant
US Army
06.2014 - 06.2015
Helpdesk Technician
US Army
07.2009 - 06.2014
Satellite Communications Operator Maintainer
US Army
07.2009 - 06.2014
Associate of Science - Business Administration
Sanford-Brown College - Milwaukee, Milwaukee, WI
08.2006 - 04.2008