Maliqua Siders
Anniston,AL
Overview
7
7
years of professional experience
1
1
Certification
Work History
Help Desk Tier 2 Technician
Paradyme Management
Huntsville, AL
02.2024 - Current
- Provide IT support to all customers
- Receive customer IT queries by multiple methods (phone, JIRA Service Management, Service Now etc.)
- Provide the necessary information in the ticket in the event the ticket is passed to another solver group
- Triage and troubleshoot tickets submitted
- Change and reset passwords on all FBI enclaves
- Provide desktop software application assistance and installation
- Resolve trouble tickets while interacting with the user, First Call resolution (FCR) or escalate to other support entities
- Remotely access the end-user’s desktop to provide support
- Provide customers with status of the ticket and serve as primary support admin through ticket resolution
- Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possible
- Provide expert technical support to customers having varying levels of computing skills
- Provide detailed diagnostic summary for the next tier level support
- Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities
- Interacts with management to facilitate timely problem resolution
- Knowledge in the use of and application of metrics to increase efficiency and solve issues
- Possesses excellent communication skills
- Assisted customers with installation and configuration of software products.
- Assisted with development of internal procedures related to technical support activities.
- Reviewed software code to Identify and resolve customer issues in software.
- Used remote control and assistance tools expertly to support non-local customers.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Resolved Level 1 technical issues with software, hardware, and peripherals.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Collected, analyzed and reported on data for use in operational planning.
Quality Enhancement Specialist
The Learning Tree, Inc.
Jacksonville, AL
08.2018 - Current
- Monitors specific systems for all Learning Tree, Inc campuses to insure operations run smoothly.
- Applies HR concepts, principles, laws, regulations, policies, and operating procedures when it comes to work duties.
- Provides telephone and mobile outreach crisis intervention for youth, and their families.
- Writes detail reports, file, and maintain all records of Learning Tree, Inc., while obtaining confidentiality.
- Participates in continuing improvement for the company, while providing suggestions, engaging in problem-solving activities to support team work.
- Runs background checks on newly hired employees and job candidates.
- Monitores security cameras to identify and respond to suspicious activity.
- Provides friendly and professional assistance to employees, visitors and customers.
- Maintains high levels of alertness throughout shifts.
- Monitors building and property entrances and exits to detect intrusions and protect assets.
- Responds to incidents of workplace violence and unruly behavior on company property.
- Supervises network activity and security camera footage to locate potential threats.
- Developes crisis response and evacuation strategies for use during emergencies.
- Gathers evidence, makes informed decision and conclusions by implementing deductive reasoning and analysis that leads to prosecution.
- Creates and implement training.
- Reviews and tracks reportable incidents, and investigations.
- Complies with state standard requirements, and write and implement procedures when necessary.
- Administered first aid for minor medical situations and contacted paramedics for medical emergencies.
- Inspected security systems to maintain consistent operational availability and to detect evidence of tampering.
Education
Bachelor of Science - Criminal Justice
Jacksonville State University
Jacksonville, AL12.2018
High School Diploma -
Anniston High School
05.2009
Skills
- Human Resources Management Systems
- Decision Making
- Critical Thinking
- Teamwork
- Communication
- Legal Knowledge
- Conflict Resolution
- Investigative Skills
- Reporting and Documentation
- Following Protocol
- Analytical Thinking
- Evidence Analysis
- Use of manual or computerized systems
- Social Science Theory
- Microsoft Office
- RCA (Root Cause Analysis)
- Character and Education
- Ethics
- Service ticket tracking
- Help Desk Software
- Community Involvement
- Continuing Education in Criminal Justice
- Leadership
- Help Desk Support
- Computer Diagnostics
- Hardware Configuration
- Customer Service
Certification
- CompTIA Security + CE
- Microsoft Certified: Azure Fundamentals
Timeline
Help Desk Tier 2 Technician
Paradyme Management
02.2024 - Current
Quality Enhancement Specialist
The Learning Tree, Inc.
08.2018 - Current
Bachelor of Science - Criminal Justice
Jacksonville State University
High School Diploma -
Anniston High School