Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Latonya Reed

Latonya Reed

Aurora,IL

Summary

Solutions-focused, team-oriented IT Professional with broad-based experience and hands-on skills in the successful implementation of highly effective IT operations, and the cost-effective management of innovative client and technical support strategies. Proven ability to successfully analyze an organization's critical support requirements, identify deficiencies and develop solutions for increasing reliability and improving productivity. I have gainful knowledge and understanding of computer hardware and software, including installation, configurations, troubleshooting and support.

Overview

7
7
years of professional experience

Work History

Associate System Engineer

RXO
10.2022 - 01.2023
  • Provide advice on the ITS backup and storage services
  • Manage and maintain the backup systems
  • Ensure backups are run to schedule and retention is met
  • Verify all full backup jobs
  • Maintain an audit trail of backups and restores
  • Provide reports on job success/failure
  • Raise event alerts
  • Perform file restore operations as required
  • Tools utilized VMware, Splunk, Rubrik, Rubrik Support, ServiceNow, SolarWinds, Pure Manage, and Batch Patch
  • Participating and resolving P1 and P2 incidents.
  • Performed [Type] and [Type] testing to identify and evaluate errors and failures.
  • Integrated database and backup servers into enterprise systems.
  • Optimized networked software and operating systems by applying updates and patches.
  • Documented system configuration, mapping and processes.
  • Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
  • Collaborated with executive team to define business requirements and systems goals.
  • Assisted employees with resolving network problems at remote locations.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.

IT Service Desk Analyst

XPO LOGISTICS
09.2018 - 09.2022
  • Provided 365/7 support for US and Europe for monitoring and support of critical applications and proprietary systems within the company using SolarWinds
  • Monitor server performance with over 1,200 monitoring templates across private, public, and hybrid cloud environments
  • Continuous server monitoring, cross-stack correlation for hybrid IT data, and flexibility to monitor custom applications
  • Critical down applications are addressed through business units and leadership, and management
  • Decreasing and adding disk space to servers
  • Participated in vulnerability and IT security projects with CSO to reduce overall costs effective measures to save the company money
  • Reducing risks of a security breach
  • Participating and resolving P1 and P2 incidents related to any down applications network, and DBA related.
  • Processed decommissioned servers that are no longer being used using AWX procedures and VMware tools.
  • Change requests and incidents processed using ServiceNow for tracking purposes.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Assisted employees with resolving network problems at remote locations.
  • Spearheaded compliance efforts and developed best practices to drive continual process improvements.
  • Suggested system updates or changes after conduct in-depth technical reviews.
  • Documented system configuration, mapping and processes.
  • Diagnosed and resolved hardware and software issues.
  • Planned and implemented upgrades to system hardware and software.
  • Monitored networks and network devices to resolve technical problems quickly.
  • Installed and configured network printers and other peripheral devices.
  • Diagnosed and executed resolution for network and server issues.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Analyzed network traffic and performance metrics to optimize system performance.
  • Identified and resolved network congestion issues and bottlenecks.
  • Analyzed complex project server issues and worked on large enterprise and business-critical applications.
  • Used ticketing systems to manage and process support actions and requests.
  • Monitored systems in operation and quickly troubleshot errors.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Installed, configured and maintained computer systems and network connections.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Monitored system performance to identify potential issues.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Offered assistance in implementing and developing training programs.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Generated reports to track performance and analyze trends.
  • Used ticketing systems to manage and process support actions and requests
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Documented support interactions for future reference
  • Assisted customers in identifying issues and explained solutions to restore service and functionality
  • Managed high levels of call flow and responded to priority technical support needs
  • Explained security measures in simple terminology to help users understand malware and phishing threats
  • Translated complex technical issues into digestible language for non-technical users
  • Assisted with updating technical support best practices for use by team
  • Installed, configured and maintained computer systems and network connections
  • Created user accounts and assigned permissions
  • Responded to customer inquiries and provided technical assistance over phone and in person
  • Collaborated with vendors to locate replacement components and resolve advanced problems
  • Helped streamline repair processes and update procedures for support action consistency

IT ANALYST

XPO LOGISTICS
07.2016 - 09.2018
  • Troubleshooting and Resolution of Tier 2/3 escalated technical issues
  • Maintain and manage workload through computerized ITSM ticketing and tracking system using ServiceNow.
  • Presented high levels of professionalism and customer service throughout all interactions
  • Ability to troubleshoot hardware, software, and networking issues on laptops, PCs, thin clients and mobile devices
  • Execute duties through rotational services of desk side visits, phone troubleshooting, and walk-ups
  • Maintain inventory of Dell and Mac accessories
  • Use SCCM, PowerShell, and Active Directory and other diagnostic and remediation utilities to identify, diagnose and correct issues
  • Create and manage user accounts
  • Support end-users on applications, including Office 365, Multifactor Authentication policies and procedures
  • Support end-users for questions on enterprise software applications
  • Assist executive level management during Town Hall, executive style meetings
  • Provide technical support and advice on varying projects in our evolving enterprise
  • Able to interact with Dell and Apple equipment vendors and manage warranty on equipment
  • Intermediate troubleshooting of Plantronics handset/headset devices
  • Basic setup, troubleshooting, and configuration of Apple and Android mobile devices
  • Support and assists with Konica, Brother network printers
  • Configure and support MacBooks, Windows, and Android LAPTOPS.
  • Installed system updates to address vulnerabilities and reduce security issues.
  • Enhanced interfaces to promote better functionality for users.
  • Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Used ticketing systems to manage and process support actions and requests.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Documented support interactions for future reference.
  • Assisted with updating technical support best practices for use by team.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Configured hardware and granted system permissions to new employees.
  • Created user accounts and assigned permissions.
  • Installed, configured and maintained computer systems and network connections.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured and tested new software and hardware.
  • Installed and configured operating systems and applications.
  • Researched and identified solutions to technical problems.
  • Installed system updates to address vulnerabilities and reduce security issues
  • Enhanced interfaces to promote better functionality for users
  • Provided recommendations regarding new hardware and software to keep IT infrastructure up to date
  • Investigated system issues and implemented resolutions to reduce downtime
  • Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks
  • Reviewed technical work of consultants and third-party support providers
  • Enhanced and reconstructed computer systems to increase efficiency
  • Participated in internal audits regarding quality management system
  • Administered and maintained anti-virus and anti-malware software on end-user computing devices
  • Improved systems with addition of new features and infrastructure
  • Collaborated with upper management to drive strategy and implement new processes
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions

Education

General equivalency Cerficate -

Olive Harvey College

PURSUING BACHELORS DEGREE- INFORMATION Systems-Cybersecurity -

Capella University
10.2026

Skills

  • Self-Motivated
  • Active Listening
  • Strong work ethic
  • Volunteered to help assist with upcoming projects
  • Took careful notes in meetings for upcoming projects and asked insightful questions
  • Followed routines to complete all daily tasks
  • Root Cause Analysis
  • Infrastructure Development
  • Troubleshooting
  • Client Service and Support
  • Virtualization
  • Hardware and Software Installation
  • User Support

Timeline

Associate System Engineer

RXO
10.2022 - 01.2023

IT Service Desk Analyst

XPO LOGISTICS
09.2018 - 09.2022

IT ANALYST

XPO LOGISTICS
07.2016 - 09.2018

General equivalency Cerficate -

Olive Harvey College

PURSUING BACHELORS DEGREE- INFORMATION Systems-Cybersecurity -

Capella University

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Latonya Reed