Kristen Fields
Burlington
Summary
Results-driven IT Support Professional with extensive experience in diagnosing and resolving technical issues. Proficient in troubleshooting, technical support, and customer service, leveraging strong problem-solving skills to enhance user satisfaction. Demonstrated ability to manage help desk operations effectively while collaborating with teams to adapt to changing needs.
Overview
12
12
years of professional experience
Work History
Help Desk Consultant
Vernovis
04.2025 - Current
- Achieved high customer satisfaction by efficiently managing all communication channels.
- Diagnosed and resolved diverse technical issues for end-users across multiple platforms.
- Documented troubleshooting steps and resolutions to maintain accurate support records.
- Contributed to knowledge base, reducing resolution times for common technical issues.
- Executed user account management tasks, ensuring secure access and permissions.
- Provided remote support for software installation and system optimization tasks.
Client Representative
K. Haynes Photography
01.2017 - Current
- Increased client engagement through targeted photography promotions on social media.
- Enhanced photo editing using Adobe Photoshop, ensuring high-quality final products.
- Established strong client relationships through effective communication and service delivery.
- Managed photoshoot organization, optimizing client experience and satisfaction during sessions.
- Developed personal website and photo slideshow using Java, showcasing photography portfolio.
IT Consultant
Kristen's IT
01.2016 - Current
- Successfully set up Apple Mac desktop for client, ensuring optimal performance and usability.
- Configured and maintained Microsoft products within operating systems since 2016, enhancing user experience.
- Executed diagnostics and troubleshooting to upgrade outdated computers to Windows 10, improving efficiency.
- Conducted disk cleanup and defragmentation to remove viruses, enhancing computer security and performance.
- Utilized TeamViewer to remotely resolve technical issues for clients, ensuring timely support and resolution.
- Reinstalled camera software on client computers, enabling seamless downloading of item images without issues.
- Provided 24/7 IT Help Desk support, responding to client inquiries and resolving computer issues promptly.
- Assisted clients in creating backup solutions, ensuring data integrity and security during software installations.
Service Desk Tech 3 (Team Lead)
CompuCom
12.2023 - 02.2025
- Reduced helpdesk backlog incidents by generating timely operational reports.
- Created Micro Strategy reports for PowerPoint to showcase helpdesk performance metrics.
- Monitored phone system data, ensuring adherence to scheduled breaks and shifts.
- Guided Level 1 agents in resolving customer challenges using knowledge articles.
- Trained new technicians on ticketing systems and technological language proficiency.
- Conducted Daily Service Reviews, presenting service level agreements and daily statistics.
Systems Service Desk Tech I
CompuCom
01.2021 - 12.2023
- Resolved end-user desktop application issues, ensuring optimal functionality.
- Facilitated prompt problem resolution, enhancing customer satisfaction and experience.
- Updated management and users on case status, adhering to service level guidelines.
- Documented and implemented IT support standard operating procedures for consistency.
- Supported diverse devices, including PCs, laptops, printers, and mobile devices.
- Assisted users in navigating applications like Microsoft Office and VPN services.
Systems Support Technician II
Kentucky State Police
10.2019 - 01.2021
- Enhanced user support for software applications, resolving technical issues efficiently.
- Managed hardware diagnostics and repair under supervision, ensuring operational efficiency.
- Installed and maintained complex systems, including operating systems and networking software.
- Assisted 123 Link and 60 Icap Agencies with hardware and software inquiries.
- Conducted system upgrades and file compressions for Law Enforcement systems.
- Collaborated with network support to diagnose and resolve remote system issues.
Independent Paparazzi Consultant
Paparazzi
03.2019 - 05.2020
- Increased brand visibility by designing and promoting engaging advertisements.
- Utilized social media marketing to enhance business outreach and engagement.
- Created invoices for products and ensured timely collection of payments.
- Managed inventory efficiently, tracking and organizing product availability regularly.
- Conducted online presentations showcasing product inventory to prospective clients.
- Assisted consultants with presentations and sales coaching, fostering team success.
IT Student
Indiana Tech
01.2016 - 06.2019
- 1-year Download and run MySQL server along with GitBash software 2 years of Running and testing different programs within the Command Prompt Run and use Google Applications for different Job Duties Program in HTML forms along with Text Document Form Can create HTML applications, test and run them successfully 1 year of Linux work downloading, running, and updating the Operating System 3 years of Windows 7 Operating System and 3 Years of Windows 10 Operating System 1-year download, install, and maintain via administrative Wamp and Xampp servers for Javascript programming 3 years Running, maintaining, and testing Javascript HTML coding before use on websites 2 years downloading, running, and maintaining of Eclipse IDE to create, run, test, and complete all Javascript programs to make sure they are fully functional and error free codes 1-year Visual Studios downloading and maintaining 1 year of running C# scripts.
Laundry
Golden Living Center
07.2013 - 01.2015
- Personal laundry for all residents, laundry for baths and showers, cleaned, swept, and mopped dining rooms, helped with residents in moving them into their rooms, shower area, dining rooms, and or common room. help changing and feeding residents if needed help helped give residents medicine when short staffed put away and folded all laundry
Education
Bachelor of Science - System Information
Indiana Tech University
Fort Wayne, IN06-2019
Associate of Science - Networking Systems Administration
ITT Tech
Fort Wayne, IN07-2016
Skills
- Empathy and patience
- Ticketing system proficiency
- Remote support capabilities
- Hardware diagnostics
- Software troubleshooting
- Remote support
- Customer support
- Communicating with clients
- Desktop support
- Software installation
- Technical issues analysis
- Onboarding
- Application support
- Application installations
- Incident management
- Help desk software
- Technical support
- Hardware support
- Software diagnosis
- Proficient in [software]
- System administration
- Remote support management
- Technical documents comprehension
- Desktop operating systems
- Recording support tickets
- Automated phone system design
- Support scenario development
- Technical support services
- BYOD policy compliance
- Providing customer support
- Ticketing systems
- Operating systems
- Mobile operating systems
- Teamwork
- Video-based technical services
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Adaptability and flexibility
- Decision-making
- Relationship building
- Help desk support
- Verbal and written communication
- Troubleshooting network issues
- Friendly and patient
- Technical troubleshooting
- Hardware and software repair
- Customer service expert
- Hardware installation
- Highly professional
- Goal setting
- Professionalism
- Computer diagnostics
Timeline
Help Desk Consultant
Vernovis
04.2025 - Current
Service Desk Tech 3 (Team Lead)
CompuCom
12.2023 - 02.2025
Systems Service Desk Tech I
CompuCom
01.2021 - 12.2023
Systems Support Technician II
Kentucky State Police
10.2019 - 01.2021
Independent Paparazzi Consultant
Paparazzi
03.2019 - 05.2020
Client Representative
K. Haynes Photography
01.2017 - Current
IT Consultant
Kristen's IT
01.2016 - Current
IT Student
Indiana Tech
01.2016 - 06.2019
Laundry
Golden Living Center
07.2013 - 01.2015
Bachelor of Science - System Information
Indiana Tech University
Associate of Science - Networking Systems Administration
ITT Tech