Lionel Snow
Carolina,NC
Summary
Experienced Technology Support Analyst with 8+ years of proven success in resolving complex problems, driving cost-saving initiatives, and maximizing profitability. Recognized for elevating customer satisfaction and spearheading operational enhancements. Possesses exceptional critical thinking, problem-solving, and customer support skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technology Support Analyst
University North Carolina Chapel Hill
Chapel Hill, North Carolina
03.2024 - Current
- Classroom PC Management installing, maintaining and life cycling of 200+ PC's
- Group Policy and Active Directory management
- Windows imaging
- Software updates and base image build
- Specific course software installation
- Installation, maintaining, and life cycling Carolina Print Hub hardware of 70+ locations
- Collaborated with campus stakeholders to improve user experience for Carolina Print Hub services
- Delivered exceptional customer service by actively listening to concerns and addressing them promptly
Lead Support Technology Specialist
Guilford County School System
Greensboro, NC
10.2020 - Current
- Proactively ensured optimal customer satisfaction by following up with clients after support engagement and successful problem resolution
- Efficiently configured hardware, devices, and software, facilitating seamless workstation setups for employees
- Conducted thorough and systematic evaluation of user problems using test scripts, personal expertise, and strategic probing questions
- Skillfully managed DHCP and implemented necessary reservations for computer clients, demonstrating expertise in Active Directory and SSCM management
- Possess valuable experience in iOS and Chromebooks, showcasing versatility in managing different technology platforms
- Troubleshoot audiovisual hardware and software
Technology Support Technician Tier 2
Rowan Salisbury Schools
Salisbury, NC
06.2016 - 10.2020
- Proficiently configure, repair, and maintain a wide range of technology-related equipment, including Apple iOS and OSX devices, Windows systems, JAMF, and mobile device management software
- Delivered exemplary end-user support through various channels such as in-person and maintaining over 3,500 Apple-based products and software across multiple platforms
- Demonstrated excellent communication skills by conveying technical information in clear and accessible terms to non-technical individuals, promoting better understanding and user empowerment
Education
Associate of Applied Science - Computer Information Technology
Davidson County Community College
06.2016
Skills
- Technical Troubleshooting
- JAMF Pro MDM Support
- Outstanding Customer Support
- Expertise in Microsoft Office Suite
- Collaborative Training
- System Configuration
- CompTIA Security Certification
- Azure Fundamentals Certification
Certification
- CompTIA Security+ 4/27/25
- Microsoft Certified: Azure Fundamentals 10/19/24
Timeline
Technology Support Analyst
University North Carolina Chapel Hill
03.2024 - Current
Lead Support Technology Specialist
Guilford County School System
10.2020 - Current
Technology Support Technician Tier 2
Rowan Salisbury Schools
06.2016 - 10.2020
- CompTIA Security+ 4/27/25
- Microsoft Certified: Azure Fundamentals 10/19/24
Associate of Applied Science - Computer Information Technology
Davidson County Community College
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