Kashawn Ward
Houston,Tx
Summary
Experienced professional seeking to fulfill a full-time position while making a significant contribution to the company and their path to success. I want to secure a position that challenges and utilizes my knowledge and skills In Computer Information Technology. I have customer service-oriented Help desk specialist experience. Expert in providing technical support to users in an efficient and accurate manner. Solved technical problems and provided support for all assigned areas. My ability to visualize, gather accurate information, analyze, and handle complex problems also ensure that other areas of the workforce are functioning smoothly for a tactical execution would make me a great asset to your company.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Help Desk Service Technician
GTS Technology
12.2024 - 02.2025
- Responding to service desk tickets in Servicenow, phone calls, and Self-service tickets
- Troubleshoot technical problems regarding hardware, software, and network issues
- Provided various software installation support on Customer Devices such as Outlook client email configuration and troubleshooting support
- Provide current and future operating systems via remote desktop
- Communicated with technical and non-technical end users to resolve issues or to quickly teach the basics of a software program
- Coordinated end-user access to systems, create user accounts, grant access to printers, share drives, VPN or disable user accounts
- Aided customers in a resourceful polite manner while exhibiting an excellent customer service attitude
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Manage domains, credentials, and offer technical support to users.
- Proficient in managing Active Directory users, groups, and permissions.
IT Help Desk Support /TDR Field Deployment Specialist
MedaSource
01.2024 - 11.2024
- Working with team members or individually to assist with full transition, deployment and implementation of Epic EHR Modernization project with Memorial Hermann Hospitals
- Resolved technical issues, enhancing user satisfaction and system efficiency
- Troubleshoot system errors and failures while reporting any network interruptions or server outages
- Performed on-site service, including hardware installation, maintenance, repair, upgrading, and removal
- Performing data-network integrity tests for high efficiency performance
- Documented issues and processes while sharing documentation with other relevant teams
- Also worked through the 'Service Now' ticketing system to alleviate and solve all levels of priority issue tickets
- Hands on field technical support using excellent customer service skills while maintaining a high-level professionalism, great attitude, and character
- Proficient experience with Office 365 and Active Directory to assist clients and customers with technical issues.
- Call Support of 15-20 calls per day.
Computer Repair Technician
Prime Systems
01.2022 - 01.2024
- Conduct diagnosis of problems according to a problem ticketed complaints
- Read and research specifications, to determine computer settings or adjustments
- Analyze equipment performance and assess equipment functioning
- Install and configure new equipment, including operating software or peripheral equipment as required
- Monitor, prioritize and respond to user requests and incidents
- Setup, configure, deploy and troubleshoot desktops and laptop
- Setup, configure, deploy and troubleshoot desk and mobile phones
- Worked directly with Chromebook repairs responsible for repairing or replacing LCD screen, Palmrest, Keyboard, Battery, Bottom Cover, Hinges etc
- Reviewed customers/students problem tickets to determine details of equipment problems and issues
- Disassembled machines to examine parts for wear or defects, using hand or power tools
- Repaired laptops according to requirements, using hand or power tools
- Reassemble machines after making repairs or replacing parts
Education
No Degree -
Lone Star College
04-2027
No Degree -
ITU Academy
08.2024
Computer Programming -
University of New Orleans
New Orleans, La05.2005
Skills
- Technical Support
- Team Oriented
- Time Management
- Data Analysis
- Hardware
- Software
- Communication
- Time tracking
- Work order prioritization
- Punctual and reliable
- Customer relationship management
- Document management
- Warranty repair
- Client education
- Analytical thinking
Certification
- Technical Support Fundamentals
- Microsoft Access
- Office 365
- Azure Fundamentals
Timeline
IT Help Desk Service Technician
GTS Technology
12.2024 - 02.2025
IT Help Desk Support /TDR Field Deployment Specialist
MedaSource
01.2024 - 11.2024
Computer Repair Technician
Prime Systems
01.2022 - 01.2024
No Degree -
Lone Star College
No Degree -
ITU Academy
Computer Programming -
University of New Orleans
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