Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nikko Mitchell

Birmingham,AL

Summary

Results-oriented Desktop Support Engineer with 3+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10 Pro, macOS and Active Directory. Competent Desktop Technician well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Deskside Support Technician

Southern Company
11.2022 - Current
  • Enhanced end-user productivity by troubleshooting and resolving hardware, software, and network issues.
  • Supported clients with efficient problem-solving for various technical issues, reducing downtime in the workplace.
  • Implemented preventive maintenance measures for desktop systems, ensuring optimal performance and longevity.
  • Deployed new hardware and software to end-users, streamlining business processes and increasing efficiency.
  • Managed inventory of IT equipment, maintaining accurate records and ensuring timely replacement or repairs as needed.
  • Collaborated with cross-functional teams to address complex technical challenges and implement effective solutions.
  • Trained coworkers on the proper use of new software applications, facilitating a smooth transition during system updates.
  • Troubleshot problems or issues with desktops and laptops.
  • Supported operating system and various tools and applications.
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.

Cable Systems Installer Maintainer

Alabama Army National Guard
02.2015 - Current
  • Improved network performance by installing and maintaining advanced cable systems for commercial clients.
  • Reduced client downtime by providing efficient troubleshooting and repair services on various cable systems.
  • Enhanced customer satisfaction with timely installation of new cable systems according to specifications.
  • Optimized system functionality by performing routine maintenance checks and updates on installed equipment.
  • Ensured workplace safety by adhering to industry standards and regulations during all job tasks.
  • Minimized service interruptions through diligent monitoring of installed cable systems, identifying potential issues for prompt resolution.

Desktop Support Lead

Alabama Army National Guard
12.2020 - 10.2021
  • Streamlined desktop support processes by implementing efficient ticketing system and prioritizing tasks.
  • Reduced downtime for employees by swiftly resolving technical issues and providing timely assistance.
  • Enhanced user experience with proactive maintenance of hardware and software components.
  • Collaborated with IT team to plan and execute hardware upgrades, ensuring seamless transitions for endusers.

Low Voltage Technician

Electrronic Communications
09.2019 - 04.2020
  • Improved system efficiency by installing and maintaining low voltage wiring, devices, and control systems.
  • Enhanced safety by troubleshooting electrical issues, identifying hazards, and implementing corrective measures.
  • Optimized system performance with routine maintenance of low voltage equipment and components.
  • Reduced downtime, diagnosing and repairing malfunctions in low voltage systems promptly.

Customer Service Representative

Old Navy
01.2012 - 01.2019
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Help Desk Support Specialist

Alabama Army National Guard
08.2017 - 06.2018
  • Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
  • Streamlined help desk operations for increased efficiency and improved response times.
  • Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
  • Collaborated with IT team members to develop comprehensive solutions for complex problems.
  • Optimized workflow processes, resulting in faster ticket resolutions and increased productivity.
  • Conducted regular training sessions for new help desk staff, ensuring consistent quality of service across the team.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Responded to inquiries by phone, email and walk-up requests.

Education

High School Diploma -

Huffman High School
Birmingham, AL
05.2013

Skills

  • Team Collaboration
  • Organizational Skills
  • Interpersonal Skills
  • Project Coordination
  • Remote Desktop Support
  • Conflict Resolution
  • Continuous Learning
  • Critical Thinking
  • Network Connectivity
  • Printer Support
  • Technical Troubleshooting
  • Attention to Detail
  • Operating System Support
  • Desktop Management
  • Mac OS Operating System
  • Windows Operating System
  • Application Support
  • Help Desk Support

Certification

  • CCNA
  • ETA Fiber
  • 3m Fiber

Timeline

Deskside Support Technician

Southern Company
11.2022 - Current

Desktop Support Lead

Alabama Army National Guard
12.2020 - 10.2021

Low Voltage Technician

Electrronic Communications
09.2019 - 04.2020

Help Desk Support Specialist

Alabama Army National Guard
08.2017 - 06.2018

Cable Systems Installer Maintainer

Alabama Army National Guard
02.2015 - Current

Customer Service Representative

Old Navy
01.2012 - 01.2019

High School Diploma -

Huffman High School

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Nikko Mitchell