Overview
Work History
Education
Skills
Relevant Skills
Timeline
Generic

Katherine McCadden

New Albany,IN

Overview

6
6
years of professional experience

Work History

Level 2 Support Technician

Indiana University Southeast
09.2023 - 04.2024
  • Analyzed computer issues to identify troubleshooting methods needed for quick remediation.
  • Managed the firewall, network, and server monitoring both on- and off-site.
  • Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
  • Enhanced customer satisfaction by providing timely and accurate Level 2 technical support.
  • Utilized remote support tools effectively to diagnose and resolve client issues, reducing onsite visits and travel time.
  • Improved internal communication within the support department by establishing clear procedures and protocols for information sharing among team members when needed urgently during support cases.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.

IT Help Desk Technician

Indiana University Southeast
08.2018 - 08.2019
  • Patch software and install new versions to eliminate security problems and protect data.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.

Education

Certificate - IT Support

Google
Tech Louisville
08-2021

No Degree - Coding

Code Louisville
Online
03-2020

Bachelor of Arts - Drawing/Illustration

Indiana University, Southeast
New Albany, IN
05-2019

Skills

  • Desktop support
  • Data backup and retrieval
  • Remote access technology
  • Technical issues analysis
  • Data entry
  • Bug tracking
  • Customer service
  • Microsoft Suite
  • Communication
  • Teamwork
  • Adaptability
  • Ticket management
  • Data backup and recovery

Relevant Skills

  • Improved computer systems with excellent diagnostics and repair abilities.
  • Boost system performance by thoroughly evaluating and correcting different hardware and software issues.
  • Knowledge of network administration, backup, security management, email systems and applications support.
  • Used ticket system to report and track issues.


  • https://github.com/kajomcca/OnlinePortfolio

Timeline

Level 2 Support Technician

Indiana University Southeast
09.2023 - 04.2024

IT Help Desk Technician

Indiana University Southeast
08.2018 - 08.2019

Certificate - IT Support

Google

No Degree - Coding

Code Louisville

Bachelor of Arts - Drawing/Illustration

Indiana University, Southeast

Similar Profiles

CREATE PROFILE