Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Khalib Pritchard

Jacksonville,FL

Summary

A results-driven Senior Help Desk Technician with a deep passion for IT and a strong commitment to utilizing technology to enhance business performance. Dedicated to continuously seeking opportunities to expand my technical knowledge and stay ahead of emerging IT trends. Adept at delivering outstanding support and tailored solutions to end users while optimizing system performance and service efficiency, I'm known for a proactive problem-solving approach; driving continuous improvement and ensuring IT services align with organizational objectives

Overview

3
3
years of professional experience
1
1
Certification

Work History

Senior Help Desk Technician

IVenture Solutions
03.2023 - Current
  • Served as a primary point of escalation for Help Desk technicians, providing expert guidance and support to resolve complex issues and ensure timely resolution of service requests
  • Led the training and development of new Help Desk Technicians, guiding them through company procedures and ensuring they acquired the technical skills necessary to effectively support the production environment
  • Continuously monitored and optimized performance, utilization, and availability of IT systems, identifying opportunities for performance tuning, alerting, and event correlation to ensure seamless service delivery
  • Administered, installed, and troubleshot a variety of operating systems, ensuring efficient system performance and minimizing downtime.
  • Investigated and triaged Microsoft Azure, Microsoft 365 cloud infrastructure, Windows 10/11, and Windows Server 2012-2019 issues, addressing performance bottlenecks, network connectivity problems, and service outages to maintain system reliability

Help Desk Technician

Enterprise Integration
10.2021 - 03.2023
  • Triaged and resolved 100+ tickets weekly for our end users
  • Provided quality work in a time-effective manner, while still maintaining a 98% satisfaction rating with our client
  • Created detailed and user-friendly documentation on how to resolve common issues for our end users to help provide them with a more self-service experience. This resulted in a 27% decrease in tickets which helped our team focus on more time sensitive and complex issues
  • Maintained detailed and organized notes for all triaging, resulting in a 95% ticket quality

Education

Information Technology

Florida State College of Jacksonville
Jacksonville, FL

Skills

  • Microsoft 365 Administration
  • Microsoft Entra/Azure Active Directory
  • Active Directory Administration (on-premise)
  • Network Triage
  • Device Deployment and Imaging
  • Patch Management
  • MDM via Intune and WorkSpace One
  • Hardware and Software Triage
  • Detail Oriented
  • Time Management

Certification

  • Comptia Network +
  • Microsoft AZ-900

Timeline

Senior Help Desk Technician

IVenture Solutions
03.2023 - Current

Help Desk Technician

Enterprise Integration
10.2021 - 03.2023

Information Technology

Florida State College of Jacksonville

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Khalib Pritchard