Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kashawn Ward

Houston

Summary

IT professional with significant experience in troubleshooting, network administration, and system maintenance. Known for strong focus on team collaboration and consistently delivering results. Adaptive and reliable, skilled in hardware and software support, cybersecurity practices, and customer service.

Overview

3
3
years of professional experience
1
1
Certification

Work History

IT Help Desk Service Technician

GTS Technology
12.2024 - Current
  • 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.
  • Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
  • Responded to customer inquiries quickly and professionally to increase satisfaction.
  • Worked closely with project managers to develop accurate timelines and resource allocation plans for successful deployments.
  • Deployed and tracked assets for customer use.
  • Reduced downtime for clients by troubleshooting and resolving technical issues promptly.
  • Installed and configured operating systems and applications.

IT Help Desk Support /TDR Field Deployment Specialist

MedaSource
01.2024 - 11.2024
  • Contract Position
  • 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
  • Performed on-site service, including hardware installation, maintenance, repair, upgrading, and removal
  • Reduced downtime during deployments through careful planning and communication with Hospital Leads.
  • Served as technical resource to field personnel for deployment issues.
  • Used ticketing system and CRM to track and resolve open customer issues.
  • Documented issues and processes while sharing documentation with other relevant teams
  • Managed use of various types of databases and configured, installed and upgraded new ones.
  • 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.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Learned and adapted quickly to new technology and software applications.

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
  • Assisted customers with the setup of new devices and provided guidance on proper usage and maintenance techniques.
  • Collaborated with team members to complete complex repairs efficiently and effectively.
  • Reduced downtime for clients by diagnosing and resolving hardware and software issues promptly.
  • Maximized productivity through expert time management skills, allowing for multiple concurrent repairs without sacrificing quality of workmanship.
  • Stayed up-to-date with industry trends and advancements in technology to provide relevant advice to customers on potential upgrades or improvements they could make to their systems.

Education

No Degree -

Lone Star College
04-2027

No Degree - Certification

ITU Academy
08.2024

No Degree -

University of New Orleans
05.2005

Skills

  • IT Technical Support
  • Collaborative Team Player
  • Prioritization and Time Management
  • Data Interpretation
  • Computer Hardware
  • Software Development
  • Effective Communication
  • Project Time Management
  • Efficient Work Order Prioritization
  • Consistent Dependability
  • Client Relationship Management
  • Document Organization
  • Warranty Service Management
  • Client Instructional Support
  • Critical Analysis
  • Installation Expertise
  • Meticulous Attention to Detail
  • Proactive Maintenance Practices
  • Customer Engagement
  • Autonomous Task Management
  • Versatile Change Agent
  • Project management

Certification

  • Technical Support Fundamentals
  • Microsoft Access
  • Office 365
  • Azure Fundamentals

Timeline

IT Help Desk Service Technician

GTS Technology
12.2024 - Current

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 - Certification

ITU Academy

No Degree -

University of New Orleans

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Kashawn Ward