Kristiana Jourgensen
IT Support Specialist
Casper,WY
Summary
Tier I/II IT Support Specialist with 2 years experience on helpdesk in a corporate environment. Proficient in supporting and troubleshooting computer hardware, software, mobile devices, printers and network issues. Excellent listener, customer care provider, and disciplined work ethic. Adept at efficiently organizing large projects, inventory and data. Passionate about being of service to people while building genuine connections. Available to work any shift, holidays, weekends, on call and overtime.
Overview
9
9
years of professional experience
Work History
Help Desk Technician
Wyoming Machinery Company
08.2021 - Current
• Provide Tier 1 IT support to non-technical internal users through desk side support services.
• Analyze issues to identify troubleshooting methods needed for quick remediation.
• Assist internal users with software and hardware A/V conference technology such as Webex, Zoom, Teams, Avaya, and Airtime
• Assist with updating technical support best practices for use by team.
• Provide on-call support for critical issues related to software.
• Onboarding, offloading, configure hardware, devices, and software to set up work stations for employees.
• Configure and troubleshoot network printers, specialty plotters, and scanners.
• Mobile Device Management
• Granting permissions, Active Directory management
• Roll out software updates and apply patches to thwart threats from penetrating networks.
• WSUS Management
Website Administrator
Wyoming Integrative Wellness Directory
09.2014 - 03.2020
• Administrative and Business Operations
• Conceptualized, planned and executed original designs for wide range of website properties.
• Incorporated SEO techniques to verify maximal site exposure to search engine robots and crawlers.
• Configured and purchased domains for websites.
• Design and support of Word Press websites,
• Experience supporting Brilliant Directories, DNS, FTP, CSS, HTML, and cPanel
Education
COMPTIA A+ Certification - 9 Fundamentals of IT Support
COMPTIA
09.2022
Linux Essentials Certification - Network And System Administration
Western Governors University
Salt Lake City, UT03.2023
IT Support Specialist Certification - Professional Helpdesk Training
Google Coursera
11.2021
ITIL V4 Certification - IT Management
Western Governors University
Salt Lake City, UT04.2023
BS Network And Securities Cisco Specialist - Information Technology
Western Governors University
Salt Lake City, UTSkills
- Service Request & Incident Management, Remote Assistance
- Hardware management-inventory, repair, and deployment
- Windows 7, 10 Operating systems installation & support
- Software installation, troubleshooting, and patching
- Networking & connections
- Device & network troubleshooting
- Basic security concepts
- Data backup and restoration
- Mobile Device Administration & VoIP
- Routing concepts, VPNs and proxies, permissioning
- Virtualization & Cloud Computing
Strong Soft Skills:
Patient & Empathetic
Problem-Solving
Critical Thinking
Organization
Attention to detail
Responsibility
Emotional Intelligence
Conscious communication
- Component Replacements
- Support Ticket System Management
- Microsoft Active Directory
- Technical Support Triage
- Closing Tickets
- Help Desk Support
- Computer Hardware Knowledge
- Video Conferencing
- Computer Workstation Setup
- Computer Diagnostic Software
- Diagnosis and Troubleshooting
- Hardware Evaluation
- Service Request & Incident Management, Remote Assistance
- Organizational Skills
- IT Service Management (ITSM) Oversight
- Incident Response
- Application Support
- Issue and Resolution Tracking
- Inventory Procedure Documentation
- Read Technical Manuals
- Customer Communication and Empathy
- Employee Computer Support
- Microsoft Windows and Office
- Software Release and Rollout
- Tracking and Documentation
- Service Desk Team Management
- Resolve Technical Problems
- Hardware Repair
- Desktop Partitioning Software
- Creative Issue Resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
We cannot solve our problems with the same thinking we used when we created them.
Albert Einstein
Timeline
Help Desk Technician
Wyoming Machinery Company
08.2021 - Current
Website Administrator
Wyoming Integrative Wellness Directory
09.2014 - 03.2020
COMPTIA A+ Certification - 9 Fundamentals of IT Support
COMPTIA
Linux Essentials Certification - Network And System Administration
Western Governors University
IT Support Specialist Certification - Professional Helpdesk Training
Google Coursera
ITIL V4 Certification - IT Management
Western Governors University
BS Network And Securities Cisco Specialist - Information Technology
Western Governors University
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