Monica Greene
Atlanta,GA
Summary
Technical professional with expertise in system analysis and solution implementation, enhancing user experience through collaborative efforts. Help Desk Technician with proven ability to troubleshoot software and hardware issues while delivering exceptional customer service. Strong problem-solving, communication, and diagnostic skills contribute to increased efficiency and user satisfaction. Achievements include rapid resolution of IT problems, leading to improved operational performance.
Overview
5
5
years of professional experience
Work History
HELP DESK TECHNICIAN
South Carolina State University
10.2022 - 06.2025
- Customer engagement for desktop support and problem resolution for over 750+ users.
- Used InvGate service management ticketing system to manage, document and process support actions and requests.
- Configured, provided user permissions, installed, and repaired software and hardware for laptops and set up printer configurations.
- Troubleshot Windows OS, printers, VPN, and email issues with 90%+ first-call resolution
- Used Deep Freeze for desktops in all campus labs.
- Provided technical assistance to end users on Active Directory related queries or incidents.
- Created user accounts in Active Directory environment with appropriate permissions.
- Efficiently answered calls and emails from help desk to provide back up support to team.
- Installed, configured, and maintained computer hardware components such as monitors, keyboards, printers, and scanners.
- Ticketing systems and technical support, Active Directory, Software and hardware installation
- Customer service and collaboration, Data recovery and desktop support, Device configuration and updates,
- Problem-solving and documentation skills, Remote support.
STUDENT TECHNICIAN
HP-Applied Data
10.2022 - 12.2022
- Worked with a team to install over 300 computers and equipment for 18 labs.
- Installed and configured operating systems and applications. Created user accounts, assigned permissions, and provided troubleshooting and resolution of issues.
- Maintained inventory records for all IT equipment and supplies.
- Took apart outdated systems and removed parts that were salvageable.
RESEARCH ASSISTANT
SC State University
06.2022 - 07.2022
- Provided assistance for an Astronomy Study designed to analyze the astronomical changes for young stellar stars.
- Completed a collaboration with 5 professors, 2 graduate students and 4 colleagues to establish the technology and process for data collection, analytics, and presentation of the results.
- Used Linux-based software to analyze young stellar objects and connect different data points of the stars.
DRONE ASSISTANT
SC State University
06.2021 - 07.2021
- Provided technical support for a ROTC Camp for 18 High School Students held at SC State University.
- Worked with professors to establish the curriculum.
- Set up code and a demo, to introduce students to Tello Drone technology, to navigate, capture photos and execute skywriting. Partnered with faculty to design an engaging curriculum, enriching student experience and enhancing learning outcomes in drone technology.
- Ensured office equipment was operational, stocked with supplies and maintained in a clean condition.
IT INTERNSHIP
SC State University
06.2020 - 08.2020
- Worked on a team with 2 Professors and 5 students to leverage Google Apps, Google Maps and Python.
- The team used technology to identify rural areas more effectively, as agencies focus on improving service needs for the residents.
- Maintained accurate records of all activities performed throughout internship period.
- Prepared reports summarizing project progress and results for management review.
- Maintained positive working relationship with fellow staff and management.
Education
Bachelor of Science - Computer Science
South Carolina State University
Orangeburg, SC, United States05-2023
Skills
Senior Capstone Project
- Senior capstone project involving the design and programming of an autonomous drone capable of generating alphabetic characters through encoded flight paths The system translated character input into coordinated movement instructions, integrating software logic with drone hardware for precise execution
Technical Skills
Technical Skills
- Operating Systems: Windows 10/11
- Networking: TCP/IP, DNS, DHCP, VPN troubleshooting
- Hardware: Desktop/laptop repair, printer support
- Tools: Active Directory, Microsoft 365, remote desktop tools
Reference
Professional references will be provided upon request.
Timeline
HELP DESK TECHNICIAN
South Carolina State University
10.2022 - 06.2025
STUDENT TECHNICIAN
HP-Applied Data
10.2022 - 12.2022
RESEARCH ASSISTANT
SC State University
06.2022 - 07.2022
DRONE ASSISTANT
SC State University
06.2021 - 07.2021
IT INTERNSHIP
SC State University
06.2020 - 08.2020
Bachelor of Science - Computer Science
South Carolina State University