Mariah Spencer
Hyattsville,MD
Overview
7
7
years of professional experience
Work History
Service Desk Technician II
Universal Service Administrative Company
Washington, DC
06.2022 - Current
- Configure hardware, devices and software to set up work stations for employees.
- Diagnose and troubleshoot problems, repairing, and restoring machines to peak performance.
- Complete routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Respond to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explain technical information in clear terms to promote better understanding for non-technical users.
- Assisting with updating technical support best practices for use by team.
- Document support interactions for future reference.
IT Coordinator II
The World Bank Group
Washington, DC
05.2019 - 06.2022
- Troubleshooted and repaired hardware and software for Microsoft Windows and Apple-Mac systems such as email, network, and other related hardware and software peripherals
- Solved problems to provide workarounds and permanent fixes to issues identified in the end user environment
- Provided IT training for staff members, particularly for newly hired staff
- Performed asset management tasks including the update of asset information into a shared database, taking ownership for accurate and complete reporting of asset, and client identification to ensure a high level of reliable asset data.
- Ordered standard IT equipment for the department and overseeing disposal of retired equipment
- Used ServiceNow ticket- tracking system to track work and analyze reports to identify problem areas and training opportunities
- Supported daily and high-level meetings via Teams, Zoom, and Webex platforms to ensure functionality and reliability
- Experienced in supporting VIP clients, with the flexibility to handle last minute and urgent requests
IT Administrative Staff Assistant
Virginia Department Of Taxation
Richmond, VA
12.2017 - 02.2019
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and software and hardware asset data.
- Established administrative work procedures to track staff's daily tasks.
- Interacted with vendors, contractors and professional services personnel to receive orders, shipped disposal IT equipment, and communicate instructions.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
Service Desk Technician
Zeiders Enterprises
Woodbridge, VA
08.2017 - 08.2017
- Organized, analyzed, and shipped out workstations for U.S. government soldiers civilians, and USPTO users
- Installed and configured software on ultra-books and tablets using Windows 8 & 10
- Performed email account set-ups on Apple iPhone.
- Handled shipping and receiving issues regarding if equipment is missing, broken, or need replacement
- Repaired, diagnosed, and replaced hardware on Dell laptops and tablets
Desktop Support Technician
Defense Logistics Agency
Fort Belvoir, VA
03.2017 - 06.2017
- Migrated 6,000 users from Windows 7 to Windows 10
- Installed, configured and maintained computer systems and network connections
- Identified, evaluated and solved end-user workstation and connection issues
- Communicated technical solutions in a user-friendly, professional manner to end user
- Additional role as an IT Asset Coordinator who provide logistics and inventory management services
- Assisted the Network Administrators at DLA by assigning MAC addresses to desktop computers
Desktop Support Technician
Washington Gas
Springfield, ID
12.2016 - 03.2017
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation. Supported 400
- Supported Panasonic FZ-G1 Tough-Pads to troubleshoot and identify technical issues
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and group policies.
- Responded to customer inquiries and provided technical assistance over phone, in person, remote using Service Now ticketing system.
- Recorded inspection and test results on data sheets.
IT Support Analyst
Anthem
Richmond, VA
09.2016 - 11.2016
- Maintained and improved voice quality by testing Avaya 9608 IP Phones
- Achieved quality assurance operational objectives by preparing and implementing production, productivity and customer-service standards.
- Analyzed test data to determine performance and reliability of materials to report to manager
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Responded to customer inquiries and provided technical assistance over phone
Help Desk Specialist
Washington Gas
Springfield, VA
01.2016 - 07.2016
- Effectively resolved average of 10-12 incidents a day using ticketing systems: ServiceNow and Remedy to provide customer service support via phone, email, or scheduled appointment
- Cell phone set ups and transfers on Androids
- Accessed into Active Directory to unlock accounts, reset users. passwords, and locate Bitlocker recovery key
- Helped streamline repair processes and update procedures for support action consistency.
- Increased security protocols by removing malware, ransomware, and other threats from laptops and desktop systems.
Education
Associate of Science - Information Technology
Northern Virginia Community College
Woodbridge, VA07.2022
Skills
- Software: Office 365, SharePoint, ZOOM Meetings, Microsoft Teams, Webex, Windows 10, Active Directory, RSA, VPN, Citrix Director, VDI, OneDrive, Command Prompt, PowerShell, Registry Editor, Device Manager, Reliability Monitor, Event Viewer, Task Manager, Control Panel, Bitlocker, remote connectivity, imaging, incident-ticketing system: ServiceNow, Remedy, BMC Client Manager
- Hardware: [Apple (MAC), HP, Dell, Lenovo] Desktops, laptops, tablets, mobile devices (Apple & Android), RAM, LCD replacements, hard drive disk, keyboard and battery replacements, printers
Timeline
Service Desk Technician II
Universal Service Administrative Company
06.2022 - Current
IT Coordinator II
The World Bank Group
05.2019 - 06.2022
IT Administrative Staff Assistant
Virginia Department Of Taxation
12.2017 - 02.2019
Service Desk Technician
Zeiders Enterprises
08.2017 - 08.2017
Desktop Support Technician
Defense Logistics Agency
03.2017 - 06.2017
Desktop Support Technician
Washington Gas
12.2016 - 03.2017
IT Support Analyst
Anthem
09.2016 - 11.2016
Help Desk Specialist
Washington Gas
01.2016 - 07.2016
Associate of Science - Information Technology
Northern Virginia Community College
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