Le’Ashley Harmel
North Richland Hills,TX
Summary
Experienced IT Support Specialist with a strong track record in exceptional end-user support, resolving technical issues, and providing leadership. Recognized for delivering outstanding customer service and efficiently managing incidents and requests. Demonstrated expertise in providing 2nd level support in the End-User Computing environment, ensuring prompt follow-up on incidents and requests. Skilled in assisting system users with resolving system issues, maintaining and updating support tickets, and supporting Desktop support technicians with the installation, retrieval, and repair of end-user devices. Adheres to policies, procedures, and guidelines to ensure consistent quality. Strong leadership skills, including prioritizing tasks, delegating effectively, and making quick, sound decisions while remaining focused on achieving company goals.
Overview
3
3
years of professional experience
Work History
Service Desk Specialist II
TTI, INC.
- Providing exceptional end-user support with extensive experience in resolving technical issues
- Known for delivering outstanding customer service and efficiently managing incidents and request
- Skilled in collaborating with Desktop, User Access, and Networking teams to ensure seamless system and device operations
- Provides 2nd level support in the End-User Computing environment, ensuring timely follow-up on incidents and requests
- Delivering exceptional customer service by effectively assisting system users with system issues and requests
- Resolving user problems and requests with urgency, utilizing system-related knowledge for problem recognition and resolution
- Maintaining and updating relevant information in support tickets regularly using IT Service Desk System (Service Now)
- Assisting Desktop support technicians with installation, retrieval, and repair of end user devices
- Creating video content and knowledge-based articles to support various IT projects
Desktop Support Technician
Digital Room Inc
02.2022 - 07.2022
- Provide second line support while being the only service desk technician onsite for 3 buildings for all staff and users at Digital Room Inc
- And being responsible for resolving support request as well as meeting customer satisfaction and continuous service delivery demands
- Install and configure new IT equipment
- Diagnose and resolve software and hardware incidents, including operating systems (Windows and MAC) across a range of software applications
- Record, update, and document requests using the IT service desk system (Manage Engine)
- Maintain excellent customer service while ensuring all users are treated efficiently and in an appropriate manner
- Update asset management system to reflect real time activity and disposition of assets, hardware, and peripherals
- Assist with reconciliation of assets within management system for accurate inventory
- Creating and managing users, groups, computers, etc
- In Active Directory
- Configure security door settings for each entrance in 3 buildings while managing employees, keycards, and the access to these doors in Synergy as an administrator
Information Technology Specialist Team Leader
U.S. Army
11.2019 - 01.2022
- Oversaw a small automation team creating computer accounts, troubleshoot laptops, installed drivers, fixed various hardware and software issues, and configured and troubleshoot government cell phones
- Provided initial troubleshooting of basic software, hardware, and peripherals
- Managed hundreds of cell phone subscriptions, keeping Apple Business Manager updated, keeping DISA Storefront updated, and troubleshooting various cell phone issues as the primary Telephone Control Officer
- Configured and maintained servers, switches, and routers used during field training exercises
- Led a highly effective help desk team; provided leadership, counseling, and career advancement advice for my subordinates
- Provided intermediate level service desk and technical support to end-users; maintained, monitored, troubleshot workstation software/hardware, and networked peripheral devices
- Record, update, and document requests using the IT Service Desk System (Service Now)
Education
Bachelor of Science - Information Technology
Thomas Edison State University
Trenton, NJ06-2027
Skills
- Hardware support
- Software installation
- Security awareness
- Ticketing systems
- Remote support
- Troubleshooting & diagnostics
- Support documentation generation
- Advanced troubleshooting
- End-user account management
- Device configuration
Timeline
Desktop Support Technician
Digital Room Inc
02.2022 - 07.2022
Information Technology Specialist Team Leader
U.S. Army
11.2019 - 01.2022
Service Desk Specialist II
TTI, INC.
Bachelor of Science - Information Technology
Thomas Edison State University
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