Manage tickets in Cherwell Service Management and provide support to 200+ end-users in troubleshooting software and hardware issues
Training end-users on how to use newly deployed systems such as: Microsoft Teams Rooms, Poly Trio C60's, and Lenovo ThinkPad Gen 11's with Windows 11 OS
Collaborating with internal IT teams including: technology analysts, systems engineering, network architects, and security engineers to resolve technical/networking issues in timely manner
Deploying new systems and services into production environment such as: Windows 11, Microsoft Teams, and Poly Trio phones
Maintaining and administering IT systems and policies to support daily operations
Supporting video conferencing and A/V systems
Imaging and deploying new laptops and desktops for new hires
Troubleshoot GlobalProtect VPN and LAN/WAN connection issues for remote and in-office end-users
IT Intern
Doosan Digital Innovation America
05.2022 - 12.2022
Managed quarterly projects throughout internship- responsible for scheduling lease refresh pickups with Dell
Re-imaged laptops, desktops and managed accounts in Active Directory
Troubleshot and installed devices such as: tablets, scanners, printers, projectors, HP Slices, laptops, and desktops
Repaired and replaced broken screens on monitors, hardware on laptops, mice and keyboards, and Dell docking stations
Assisted end users with installing software applications, updates, blue tooth devices, and mapping network drives
Managed user tickets in SmartIT and resolved end user issues through remote and in person support in timely manner
Worked closely with computing analysts to resolve networking issues by testing network drops
Education
Bachelor of Science - Information Technology Management
University of Mary
Bismarck, ND
12.2022
Skills
Troubleshooting and Diagnosis
Software and hardware installation
Windows 10/11
Document Recovery
Maintenance and repair on peripherals and monitors
O365
Azure Workspace
OneDrive
Active Directory
Mobile Device Management
Remote support
Teamwork and collaboration
Strong Multi-tasking and communication skills
Strong Problem-solving skills
Certification
CompTIA Network+ (In progress)
Timeline
Technology Analyst
Foley and Lardner LLP
03.2023 - Current
IT Intern
Doosan Digital Innovation America
05.2022 - 12.2022
Bachelor of Science - Information Technology Management
University of Mary
CompTIA Network+ (In progress)
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