Malcolm E. Stevens
Kathleen,GA
Summary
Experienced with diagnosing and resolving hardware and software issues promptly and effectively. Utilizes advanced technical knowledge to ensure seamless operations and minimize downtime. Strong understanding of network configurations and cybersecurity protocols.
Overview
8
8
years of professional experience
Work History
IT Support Engineer
Advantech
02.2025 - Current
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Developed customized scripts to automate repetitive tasks resulting in increased efficiency within the IT department.
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Enhanced network security with regular vulnerability assessments and prompt patch installations.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
IT Intern
Arey Group Management
12.2022 - 02.2025
- Working on basic IT tasks like uploading OS software and troubleshooting common IT problems
- Work with access control using Dormakaba
- Working with scanners and hardware to make sure that hardware functions properly
- Managing an admin controller
- Managing Networks and Firewalls for security, setting up policies for email and website security
- Setting up and managing all helpdesk tickets and systems.
Sandwich Artist
Subway
07.2018 - 12.2023
- A recent promotion to Team Leader at Subway
- Making sandwiches, training employees, opening and closing of store, preparing and cooking bread, organizing food supplies for daily sales and catering, monitoring inventory, balancing cash and daily sales, disposing of waste, cleaning of store
Cherokee, Golf and Fitness
09.2017 - 01.2018
- Cleaning and parking golf carts, training new employees, managing driving range ball pick up duties, disposing of waste, restocking water coolers and golf carts, closing golf course
Education
Bachelor of Science - information technology, Cybersecurity
Middle Georgia State University
Macon, GA12-2024
Skills
- Microsoft Suite
- Azure
- O365
- Cisco networking
- Help desk support
- Genuity (Helpdesk system)
- Firewall management
- Unifi
- Server management
- Patch management
- VoIP systems
- IT documentation
- Windows server
- Active directory
- Windows 10
- Microsoft outlook
- Desktop support
- Verbal and written communication
- Technical troubleshooting
- Network configuration
- Application installations
- TCP/IP
- LAN/WAN
- Subnetting
- Access Control
- Security Management Skills
- Linux
- Setting up Virtual Machines
- Communication
- RealPage
- VLAN
- Setting up networks and firewall servers
- SharePoint
- Setting up N-able RMM
- Setting up Sentinel EDR
- Setting up Cameras
- Setting up Laptops
- Know how to do data migrations
- Email Migrations
- Setting up Printers
- Remote desktop support
- IT compliance
- Network troubleshooting
Timeline
IT Support Engineer
Advantech
02.2025 - Current
IT Intern
Arey Group Management
12.2022 - 02.2025
Sandwich Artist
Subway
07.2018 - 12.2023
Cherokee, Golf and Fitness
09.2017 - 01.2018
Bachelor of Science - information technology, Cybersecurity
Middle Georgia State University
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