Khellsi Washington
Arlington,TX
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Information Technology Technician
United Auto Credit Corporation
12.2022 - 10.2023
- Conducted daily system monitoring, verifying security, integrity and availability of hardware, server resources, applications and key processes.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Lead technical support team in resolving complex issues
- Administer and maintain network infrastructure (LANs, WANs, VPNs)
- Implement and enforce IT security policies, conduct security audits
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
- Maintain comprehensive documentation of IT systems and procedures
- Provide escalated technical support to end-users, resolving complex hardware and software issues efficiently.
- Perform in-depth troubleshooting of IT problems, utilizing advanced diagnostic tools and methodologies.
- Serve as a subject matter expert (SME) for specific software applications or systems, assisting Tier 1 support and end-users with in-depth technical knowledge.
- Assist in the creation and maintenance of knowledge base articles and documentation to facilitate Tier 1 support and end-user self-help.
- Collaborate with Tier 3 support and system administrators to resolve complex network and infrastructure issues.
- Handle user account management tasks, including password resets, permissions, and access control.
- Participate in after-hours and on-call support rotations to ensure 24/7 technical assistance availability.
- Conduct training sessions for Tier 1 support and end-users on new software or processes.
- Collaborate with software developers and vendors to identify and implement solutions for software bugs and enhancements.
- Maintain accurate records of support interactions, issue resolutions, and service requests for reporting and auditing purposes.
IT Service Desk Analyst
Brinks Home Security
01.2020 - 10.2022
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Provide Tier 1 & 2 IT support to non-technical internal users through remote side support services.
- Research product and issue resolution tactics to address customer concerns.
- Promote efficiency among departments with prompt resolution of system issues.
- Assist customers in identifying issues and explain solutions to restore service and functionality.
- Provide documentation on troubleshooting of technical processes to support desk staff.
- Perform root cause analysis of reported issues to enact corrections.
- Provide guidance on installing and integrating new hardware components and software to remote clients.
- Analyze issues to identify troubleshooting methods needed for quick remediation.
- Break down and evaluate user problems, using test scripts, personal expertise and probing questions.
- Configure hardware, devices and software to set up work stations for employees
Information Technology Help Desk Analyst
Texas Premier Technology Institute, Inc.
07.2017 - 01.2020
- Responsible for the ongoing maintenance, support and future planning needs of system and desktop environments.
- Perform desktop operating system upgrade from Windows 8 to Windows 10.
- Manage and administer Office 365 environment (which included, but were not limited to) User access and security controls, provisioning user mail accounts and SharePoint access.
- Diagnose and troubleshoot advanced hardware, software, network, mobile, and desktop problems.
- Monitor the performance of the desktop infrastructure and make suggestions for improving efficiency.
- Evaluate applications and software patches for desktop applications to see if they will resolve desktop problems.
- Troubleshoot desktop performance issues by analyzing performance monitoring tools.
- Configure Enterprise Application Integrations with Azure AD and Office 365.
- Manage incidents and service requests.
- Resets user passwords.
- Manage active directory users and emails.
- Deploy and/or upgrade computer operating systems and applications.
- Troubleshoot network issues (which included, but were not limited to) End user cloud identities, Cloud application services, performance and access.
- Verify systems compliance with IT policies.
- Maintain vendor relationships (which included, but were not limited to) hardware and software procurement, licensing, support issues and proof of concept designs and deployment methods.
IT Consultant
AgiliShare Solutions Group, LLC.
07.2016 - 07.2017
- Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
- Created service level agreement for IT operational functions and help desk operations.
- Conducted research on network products, services, protocols and standards for network procurement and development efforts.
- Work closely with senior IT consultants assessing client engagement opportunities.
- Assisted with the development of proposals and statements of work.
- Provided training support to client end users.
- Involved in cloud migration strategy and planning sessions.
- Assisted with SharePoint migration from On-Prem to SPO.
- Documented process work flows and engagement delivery of service.
- Assisted networking teams and troubleshooting networking and system related issues.
- Performed Windows 8 to Windows 10 upgrade for company wide device refresh engagement.
- Created client enterprise systems administrator support guides and end user help guides.
Skills
- Office 365 Administration
- Network Administration
- Software configuration
- End-user support
- Remote Support
- Hardware Installation
- Wireless Networking
- Help Desk Operations
- Data Recovery
- Network Troubleshooting
- Analytical Writing
- Windows Operation Systems
Certification
- Microsoft Technology Associate (MTA) - Certified - 2019
- Microsoft Certified Solutions Associate (MCSA) - Certified - 2020
Technological Inventory
Programming/Scripting : STSADM - PowerShell
Platforms : Windows 10/11 - Office 365 - Windows Azure - Sharepoint 2016 - Sharepoint Online - Azure AD - VMware - Google Admin
Applications : Office 365 - Azure Enterprise Applications - Sharepoint 2016 - VMware - CiscoAnyConnect
Network Services : TCP/IP - NetBIOS - Ethernet - SMTP - FTP - Telnet - WINS - DNS
Timeline
Senior Information Technology Technician
United Auto Credit Corporation
12.2022 - 10.2023
IT Service Desk Analyst
Brinks Home Security
01.2020 - 10.2022
Information Technology Help Desk Analyst
Texas Premier Technology Institute, Inc.
07.2017 - 01.2020
IT Consultant
AgiliShare Solutions Group, LLC.
07.2016 - 07.2017
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