Mickens D. Saint-Jean
Killeen,TX
Summary
Skilled IT Support Specialist with background in troubleshooting, network management, and customer service. Experienced in providing technical support to both on-site and remote teams across various operating systems. Strengths include strong analytical skills, ability to multitask and adapt quickly to new technologies. Previous roles involved enhancing system performance, improving end-user experience, and contributing to team-oriented problem resolution efforts.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support Specialist
US Army
Fort Cavazos, TX
01.2017 - Current
- Configured workstations, networks, servers and printers for end users.
- Created user accounts and configured settings in Active Directory.
- Supervised the provision, maintenance, software updates and re-imaging of 250+ company issued computers and other end user devices.
- Monitored IT use to maintain compliance with established processes, policies, and guidelines.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Configured and implemented network migration of 304 Brocade routers and switches to Cisco, while ensuring little to no network downtime. Optimizing configurations to reduce latency by 25%, and improve overall network performance.
- Created an efficient documentation system for tracking and managing of trouble and re-imaging tickets, leading to a 30% reduction in on-boarding time.
Instructor Coordinator
Junior Achievement Of South Florida
Coconut Creek, FL
07.2015 - 06.2016
- Provided entrepreneurship, business leadership, and financial literacy class for K-12 young adults.
- Coordinated and facilitated training, encouraging group participation and ownership.
- Ensured students to get hands-on experience running their own simulated town, stores, banks, offices while providing them with the expertise on how to better manage a large-scale infrastructure.
- Planned, directed and monitored instructional methods and content of educational and vocational programs.
- Participated in physical inventories of stock on hand periodically.
- Ensured that all products were labeled properly before stocking the shelves.
Education
Associate of Applied Science - Information Technology
Purdue University
West Lafayette, INSkills
- Helpdesk operations
- Hardware and software installation
- Active Directory
- Project Coordination
- Incident Management
- Service ticket tracking
- Hardware Configuration
- Network Administration
Certification
- CompTIA A+
Timeline
IT Support Specialist
US Army
01.2017 - Current
Instructor Coordinator
Junior Achievement Of South Florida
07.2015 - 06.2016
Associate of Applied Science - Information Technology
Purdue University
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