Makia Edmonds
Dallas,TX
Summary
U.S. Army veteran with hands-on IT support experience, providing end-user resolution, hardware, and application support in fast-paced, regulated environments. My background includes troubleshooting HP/Dell desktops, laptops, peripherals, scanners, and software issues, device deployments; maintaining hardware inventory; and documenting incidents through ticketing systems from intake to resolution. I’m known for clear communication, strong documentation, and the ability to translate technical issues into practical solutions for both technical and non-technical users. I bring a customer-first mindset, strong attention to detail, and a solid foundation in security, compliance, and operational best practices.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Systems Configurations & Inventory Specialist
Outcomes Operating Inc
06.2025 - Current
- Provided Tier 1–2 help desk support through email ticketing system, and Microsoft Teams, resolving hardware, software, and connectivity issues in a fast-paced healthcare environment.
- Documented, tracked, and resolved service requests from intake through closure, ensuring accurate ticket updates, timely escalations, and SLA compliance.
- Performed advanced troubleshooting for desktops, laptops, printers, receipt scanners, and network connectivity issues, both on-site and remotely.
- Imaged, configured, and deployed desktops and laptops for end users, ensuring compliance with organizational standards and security policies.
- Conducted routine maintenance on workstations and peripherals, including OS updates, firmware patches, and security updates.
- Followed and supported IT security protocols, including antivirus, endpoint protection, and access control best practices.
Technical Support Representative
Concentrix
07.2024 - 05.2025
- Provided technical support to developers and enterprise clients via phone, email, chat, and ticketing systems, resolving platform, application, and integration issues.
- Diagnosed and resolved software, API, authentication, and configuration issues, guiding users through step-by-step troubleshooting and resolution.
- Investigated error logs, system behavior, and reported bugs to identify root causes and recommend corrective actions.
- Documented all issues, troubleshooting steps, and resolutions in ticketing and CRM systems, ensuring accurate records and clear handoffs.
- Escalated complex or unresolved issues to engineering or senior technical teams with complete reproduction steps, logs, and impact summaries.
- Provided clear, non-technical explanations to clients while maintaining technical accuracy for engineering escalations.
- Maintained strict adherence to security, privacy, and data handling policies when supporting customer environments.
Education
Bachelor of Science - Cybersecurity
Full Sail University
Winter Park, FL08-2025
Associate of Science - Information Technology
Full Sail University
Winter Park, FL10-2024
Skills
- Operating Systems: Windows, Windows Server, macOS, LinuxAlma, Ubuntu
- Identity & Access: Active Directory (user account management, onboarding/offboarding support)
- Hardware: HP/Dell Desktops, laptops, printers, peripherals, imaging & deployment
- Ticketing & Collaboration: Service desk systems, Microsoft Teams, email support
- Technical Troubleshooting: Application errors, configuration issues, integrations, authentication failures
- Security Awareness: Access control, data protection, secure handling of customer information
Certification
Dell Technician - July 2025
Timeline
Systems Configurations & Inventory Specialist
Outcomes Operating Inc
06.2025 - Current
Technical Support Representative
Concentrix
07.2024 - 05.2025
Bachelor of Science - Cybersecurity
Full Sail University
Associate of Science - Information Technology
Full Sail University