Ollie Mckinnon
Adel,GA
Summary
Proactive Help Desk Administrator with a proven track record in delivering timely technical support and maintaining seamless IT operations. Specializes in resolving escalated tickets, performing software installations, and providing comprehensive troubleshooting for Windows/Mac OS, network connectivity, and mobile devices (iOS/ChromeOS). A self-driven professional committed to enhancing user experience through clear communication and effective problem-resolution strategies.
Overview
33
33
years of professional experience
Work History
Paraeducator, Special Education
Cook County School District 130
Adel, GA
04.2007 - 2026
- Ok Assisted students with special needs in daily activities and learning tasks.
- Collaborated with teachers to implement individualized education plans (IEPs).
- Supported classroom management by promoting positive behavior strategies.
- Adapted instructional materials for diverse learning styles and abilities.
Sr Help Desk Administrator
J & E Enterprise
01.2007 - 10.2025
- Maintained proactive communication with stakeholders throughout the issue lifecycle, providing regular updates on progress and ensuring transparency until final resolution.
- Supported the installation and configuration of assessment applications on various end-user devices, ensuring software compatibility and functionality.
- Leveraged strong time management and attention to detail to prioritize and resolve a high volume of support cases in a fast-paced, remote work environment.
- Adhered strictly to procedural guidelines for support case handling, ensuring consistent and compliant problem resolution for all user-reported issues.
- Demonstrated self-driven initiative and accountability by independently managing a caseload in a remote setting, consistently meeting resolution targets and performance standards.
- Supervisor: Shaniqua Bryant
Help Desk Technician
Target Distribution Center
10.1992 - 01.2007
- Resolved escalated technical issues from Tier 1 and Program Management teams, delivering accurate and timely problem resolution for proprietary online testing software and web applications.
- Mastered a complex proprietary software suite and related internal tools through an intensive two-week remote training program, rapidly applying knowledge to support users across the United States.
- Diagnosed and troubleshot technical issues across diverse operating systems including Windows, Mac, and Linux desktops, as well as mobile devices such as iPads and Chromebooks.
- Documented all user interactions and resolutions meticulously within the 8x8 ticketing system, ensuring accurate records and adherence to established case handling procedures and policies.
- Managed inbound support requests via phone and email, professionally interacting with external users to gather concise problem details and convey effective solutions.
- Supervisor: Remone Durden
- Hours work Per Week: 40
Education
Associate of Art -
University of Phoenix
Phoenix, AZ04.2012
B.S Technology - Associate of Art
University of Phoenix
Phoenix05.2016
Skills
Hardware Support
Software Support
Mobile Device Support
Account & Access Management
Network Troubleshooting
Customer Service
User Training
Incident Management
Time Management
Timeline
Paraeducator, Special Education
Cook County School District 130
04.2007 - 2026
Sr Help Desk Administrator
J & E Enterprise
01.2007 - 10.2025
Help Desk Technician
Target Distribution Center
10.1992 - 01.2007
Associate of Art -
University of Phoenix
B.S Technology - Associate of Art
University of Phoenix