Matthew Illingsworth
Aston Mills,PA
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Extremely motivated to further my technical knowledge and ability in the networking field. Excited to push myself with difficult challenges that will arise with upcoming projects and expansions.
Overview
5
5
years of professional experience
Work History
IT Helpdesk Technichian
County Of Delaware
09.2018 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices, and software to set up work stations for employees.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Installed, configured and maintained computer systems and network connections.
- Tested new software and hardware prior to deployment.
- Coordinated large scale projects as the primary IT representative lasting several months during the construction of the County of Delaware's Health Department.
- Aided in and acted as an IT Liaison for the George W. Hill Prison transition.
Education
High School Diploma -
Sun Valley High School
Aston, PA06.2018
Skills
- User Credential Management
- Network Diagnostics
- Hardware Diagnostics
- Technical Troubleshooting
- Issue Troubleshooting
- Microsoft Outlook
- Windows 10
- Ticket Support System Management
- Hardware Upgrades
- SolarWinds Support
- Network Troubleshooting
- Port Security Knowledge
Timeline
IT Helpdesk Technichian
County Of Delaware
09.2018 - Current
High School Diploma -
Sun Valley High School
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