Maquita Warren
Desktop Analysis
Birmingham,AL
Summary
Attentive Desktop Support Technician with 3 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Desktop Support Technician
CSI Companies/ EPIC Systems
Birmingham , AL
09.2022 - Current
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Created user accounts and assigned permissions.
- Enhanced helpdesk ticketing system, resulting in 10% reduction in support call turnaround time.
- Deployed VM devices across multiple facilities, connecting hardware to central EPIC network hubs for multi-site interconnectivity.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
Computer Helpdesk Technician
Callahan Eye Foundation Hospital
Birmingham, AL
09.2021 - 09.2022
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Decommissioned outdated equipment, referring devices to appropriate recyclers or disposal personnel.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Configured hardware and granted system permissions to new employees.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Patiently walked individuals through basic troubleshooting tasks.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Provided on-call support for critical issues related to NexGen and Meditech.
- Researched product and issue resolution tactics to address customer concerns.
- Linked computers to network and peripheral equipment.
- Set up and maintained user accounts and client access.
Guest Services Rep
UAB Callahan Eye Hospital
Birmingham, AL
05.2021 - 09.2021
- Responded to patient requests, offering excellent support and tailored recommendations to address needs.
- Facilitated communication between patients and various departments and staff.
- Kept current with literature and felid advancements to advocate to and for patients.
- Worked closely with hospital administration to maintain optimum levels of communication to effectively and efficiently complete projects
Head Cashier
Home Depot
Birmingham, AL
08.2014 - 05.2021
- Educated employees on all job tasks, including register use, merchandising and customer service. Resolved escalated customer disputes with special actions such as discounts. Worked extra shifts during busy periods and covered for call-in employees to maintain service levels. Helped customers complete purchases, locate items and join rewards programs. Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
Education
No Degree - Homeland Security/ Cyber Security
Colorado Technical University
10.2019 - Current
Skills
Hardware and software installation
Additional Information
Completed course work, Unix Fundamentals, Intro to computer security, fundamentals of networking, programming logic, and intro to Homeland security. Have working knowledge of Kayako ticket system, and currently studding for CompTIA A+ certification.
Timeline
Desktop Support Technician
CSI Companies/ EPIC Systems
09.2022 - Current
Computer Helpdesk Technician
Callahan Eye Foundation Hospital
09.2021 - 09.2022
Guest Services Rep
UAB Callahan Eye Hospital
05.2021 - 09.2021
No Degree - Homeland Security/ Cyber Security
Colorado Technical University
10.2019 - Current
Head Cashier
Home Depot
08.2014 - 05.2021
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