Keelan Gillespie
Decatur,GA
Summary
Passionate IT Helpdesk Specialist seeking to use proven analytical, technical, and collaborative trouble skills in an environment that promotes customer support excellence.
Overview
9
9
years of professional experience
Work History
Computer Helpdesk Technician
Mayo Clinic
Remote
03.2024 - 01.2026
- Provided technical support for hardware and software issues, ensuring minimal downtime for users.
- Diagnosed and resolved network connectivity problems to maintain operational efficiency.
- Assisted in the installation and configuration of IT equipment across multiple departments.
- Utilized remote access tools to provide outstanding support, diagnosing and resolving user issues with efficiency and expertise.
- Managed high call volumes, prioritizing tasks to ensure timely responses and resolutions for all inquiries.
- Served as a liaison between the IT department and end-users, fostering positive relationships through effective communication about technology-related concerns.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
ITLS Technician ( IT Lifecycle Services )
NGHS
Braselton, Ga
10.2023 - 02.2024
- Re-iping devices such as phones desktops and other end user devices.
- Analyzed network infrastructure by tracing cables from switches to panels, verifying device connections to respective ports.
- Facilitated collection of old Aroescouts and trapeze for inventory assessment.
- Utilized Microsoft Excel for data analysis and reporting. Assisted in network monitoring using Putty and Wireshark. Supported IP address management through IPAM tools.
Field Technician
APS, Atlanta Public Schools
Atlanta, GA
09.2022 - 10.2023
- Hardware field tech troubleshooting various hardware devices and software
- Laptop – replacing a batter, headphone jacks
- Software – reimage pc’s, updates, installs
- Xerox printers, Cisco and Avaya phone systems
- Management of two ticketing systems – fielding level 1 incident response from Nimbus and Incident IQ
Desktop Support Technician
Fiserv
Alpharetta, Ga
05.2022 - 09.2022
- Hardware installation of computers, monitors, docking stations, hard drives, batteries and other accessories
- Facilitate user transfers between offices (Assisted with copying data, OneDrive backups, equipment transfers)
- Reimaged and migrated user data to desktops and laptops.
- ITSM ticketing system (Service Now)
- Hardware/software troubleshooting and repair skills on PCs and laptops.
- Outlook and Microsoft applications troubleshooting.
Depot PC Technician
GE corporate
Alpharetta, Ga
03.2021 - 04.2022
- Manage and maintain efficient pc, mobility, and accessory inventories
- Manage shipping and receiving of inventory assets.
- Physical asset tagging of inventory assets.
- Asset logging
- Stock and pick assets
- Reimage computers
Helpdesk Tier 1
Ellucian
Remote
08.2020 - 02.2021
- Answer heave call volume
- Remote desktop systems
- Active directory
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Leveraged KB articles to provide timely assistance in user situations.
Information Technology Helpdesk Support Intern
Jackson Healthcare
Alpharetta, GA
02.2020 - 07.2020
- Applied authorized Windows/MacOS operating systems images to 20+ computers weekly, resulting in a 98% customer satisfaction usage and efficiency.
- Processed 80+ Level I Service Now tickets monthly for new hire assets requests, enrolling cellular phones, and transfer for user data.
- Analyzed 25 laptops and cellular phones weekly and applying authorized updates per organizational protocols.
Field Technician
Gwinnett County DOT
Duluth, GA
06.2017 - 01.2018
- Responsible for environmental maintenance, restoration, and conservation of state and local properties.
- Ensured mechanical devices and systems equipment functioned safely, reliably, and economically.
Education
IT Help Desk/Desktop Advanced Skills Training - Desktop Support/Helpdesk
Year Up
Atlanta, GA07.2020
High School Diploma -
Kemper County High
DeKalb, MS05.2015
Skills
- Software: Apply Windows images to Computers Service Now Microsoft: Teams, Outlook, Word, Excel, PowerPoint Jira Zoom Quick Assist Device Dr Bomgar Azure SailPoint ChangePass Avaya Workplace Genesys Microsoft Authenticator VDI and VM Microsoft Intune Company Portal
- Hardware: Devices and Peripherals: Cables Hard drives Printers Routers Workstations Maintenance: Backup and recovery Equipment repair Tech support Troubleshoot Asset management - Retiring computers hard drive removal Rovers and smart phones Docking stations smart cameras i phones and ipads
- Remote support
- Ticket management
- Software installation
- Network connectivity
- System upgrades
- Problem diagnosis
- Application support
- Hardware repair
- Printer support
- Software configuration
- Server maintenance
- Mobile device management
- Helpdesk operations
- Active directory
- Operating systems
- IT ticket documentation
- Customer service
- Active listening
- Verbal and written communication
- Decision-making
- Desktop support
- Data entry
- Product troubleshooting
- Technical issues analysis
- Product knowledge
- Network configuration
- Service support
- Issue troubleshooting
- Technical troubleshooting
- Analytical thinking
- Network diagnostics
- Hardware troubleshooting
- Microsoft outlook
- LAN/WAN
- Call center operations
- TCP/IP
- Performance testing
- Technical support
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Multitasking
- Multitasking Abilities
Timeline
Computer Helpdesk Technician
Mayo Clinic
03.2024 - 01.2026
ITLS Technician ( IT Lifecycle Services )
NGHS
10.2023 - 02.2024
Field Technician
APS, Atlanta Public Schools
09.2022 - 10.2023
Desktop Support Technician
Fiserv
05.2022 - 09.2022
Depot PC Technician
GE corporate
03.2021 - 04.2022
Helpdesk Tier 1
Ellucian
08.2020 - 02.2021
Information Technology Helpdesk Support Intern
Jackson Healthcare
02.2020 - 07.2020
Field Technician
Gwinnett County DOT
06.2017 - 01.2018
IT Help Desk/Desktop Advanced Skills Training - Desktop Support/Helpdesk
Year Up
High School Diploma -
Kemper County High