Overview
Work History
Education
Skills
Certification
Timeline
Generic

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, AL
12.2018

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

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Maliqua Siders