Megan Harrison
Tier 2 Support Technician
Bismarck,ND
Summary
Tier 2 IT Technician and Project Lead with experience supporting clients across a wide range of managed service environments. Experienced in taking ownership of projects and technical issues from start to finish, working across diverse client environments, and coordinating with clients, vendors, and internal teams to find practical solutions. Brings a strong combination of technical troubleshooting, project coordination, security awareness, and customer service.
Overview
3
3
Certifications
2027
2027
years of professional experience
Work History
Tier 2 Support Technician
Silicon Plains
02.2023 - Current
- Maintain a 100% Customer Satisfaction Score (CSAT) throughout employment, with 1,250+ positive personal customer reviews, by providing responsive support and thorough issue resolution.
- Provide Tier 2 support for a helpdesk environment of 180+ servers and 3,000+ workstations, troubleshooting a wide range of hardware, software, network, and user issues.
- Lead client onboarding projects from start to finish, acting as the main point of contact and working with both the client and their previous provider to gather everything needed for a smooth transition.
- Coordinate large hardware orders and prepare equipment for new clients and computer replacements, working directly with users to make the deployment as seamless as possible.
- Prepare and configure firewalls and assist with full network refreshes, including planning, deployment, and troubleshooting.
- Work across a variety of client environments and technologies, including Microsoft Entra ID, Active Directory, and other common systems.
- Perform regular technical assessments of client environments to identify security and compliance gaps, and handle the remediation work needed to address those issues.
- Use ConnectWise Automate to deploy software remotely, create and run scripts, and manage patching.
- Provide user training to improve client understanding of their technology and reduce recurring and reactive tickets.
- Maintain detailed technical documentation and help keep client information and processes organized and up to date.
- Coordinate with internal teams, users, clients, and outside vendors to keep projects and technical issues moving toward resolution.
Information Security Intern
ND Highway Patrol
07.2019 - 01.2022
- Answered incoming call traffic, listened to user requests, triaged, documented details in a ticketing system, and addressed next steps.
- Gathered files from database systems to package up and transfer to authorized users in a secure fashion.
- Cataloged and tracked a diverse inventory of IT equipment (laptops, mobile devices, cameras, storage, peripherals).
- Used Microsoft Word and other software tools to create detailed instructional documents.
- Digitized assets into a database for easy search and accessibility.
- Provisioned laptops, desktops, and mobile devices for field officers requiring reliable hardware
Planogram Team Member
Menards
05.2015 - 07.2019
- Prepared eye catching visual displays to grab customer interest and promote sales.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Updated pricing and signage to complete product displays and educate customers.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Met deadlines to get each project completed within its expected timeline.
- Executed a store renovation working overnight shifts to install Madix fixtures, flooring, signage, and moved large amounts of inventory efficiently.
Artist
Self Employed
1 2022 - 02.2023
- Displayed portfolio to show off best work to potential clients and promote skills and value.
- Ordered and maintained adequate supply of materials, supplies and equipment.
- Contributed to creative process through original ideas and inspiration.
- Advertised and sold art online to increase exposure.
- Participated in creative brainstorming sessions to develop new ideas or improve existing ones.
Education
Associate of Applied Science - Cybersecurity And Computer Networks
Bismarck State College
Bismarck, ND 05.2019 - 05.2022
Skills
Problem Solving
Customer Service
Critical Thinking
Effective Communication
Report & Documentation Preparation
Remote Desktop Support
Hardware Installation
End-User Training
Network Configuration
Server Management
Certification
MS900 - Microsoft Fundamentals
Timeline
Tier 2 Support Technician
Silicon Plains
02.2023 - Current
Information Security Intern
ND Highway Patrol
07.2019 - 01.2022
Planogram Team Member
Menards
05.2015 - 07.2019
Associate of Applied Science - Cybersecurity And Computer Networks
Bismarck State College
05.2019 - 05.2022
Artist
Self Employed
1 2022 - 02.2023