Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

PANASHE D. GARAH

Clayton

Summary

Professional IT Support Engineer with robust background in providing technical assistance and resolving hardware and software issues. Skilled in network troubleshooting, system maintenance, and customer service, ensuring seamless IT operations. Strong focus on teamwork and adaptability, consistently meeting and exceeding performance targets. Reliable and flexible, aligning with evolving organizational needs and priorities.

Overview

4
4
years of professional experience
1
1
Certification

Work History

IT Support Engineer

Red Hat
01.2024 - Current
  • Managed IT workflows and fulfilled hardware/software requests via Service Now.
  • Regularly updated and organized cases in Service Now, including scanning and uploading new hardware inventory.
  • Refreshed and dispatched laptops/accessories to associates, adhering to specifications.
  • Managed returned laptops, allocating them to stock based on warranty.
  • Reimaged warranted laptops with macOS, Fedora, RHEL, or Windows.
  • Prepared quarterly asset disposal for out-of-warranty hardware.
  • Imaged and dispatched laptops for new hires and temporary use.
  • Created Windows accounts and applied licenses for new hires via Linux terminal.
  • Collaborated with logistics for laptop shipments/receptions.
  • Assisted Global Enterprise Support with laptop needs.
  • Collaborated with Global Workplace Strategy on programs like intern season preparations.
  • Conducted monthly inventory scans and updates.
  • Addressed routine technical issues, troubleshooting and escalating as needed.
  • Implemented software updates and patches.
  • Identified, analyzed, and resolved hardware, software, and network issues.
  • Conducted technical research, documenting and communicating system performance, incidents, and resolutions.
  • Assisted in training and mentoring new team members.
  • Contributed to system documentation and knowledge base enhancement.
  • Assisted in onboarding new employees by configuring user accounts and providing training on IT resources.
  • Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
  • Collaborated with cross-functional teams to troubleshoot system errors and improve IT service delivery processes.
  • Provided technical support for Linux-based operating systems, resolving issues efficiently and enhancing user satisfaction.

Technical Support Specialist

Prometheus Group
09.2022 - 10.2023
  • Utilized the Fresh Service ticketing system to manage workflow, triage, and resolve end-user issues promptly while maintaining a high service level.
  • Provided customer support by answering inquiries via Fresh Service, email, and occasionally over the phone.
  • Resolved customer tickets through troubleshooting during remote screen-share meetings.
  • Maintained updated and organized records of outstanding customer cases.
  • Assumed ownership and served as a technical liaison between customers and the development team.
  • Reproduced customer cases, documented detailed steps, and communicated tickets to the development team.
  • Created development tickets using JIRA software, an Atlassian product.
  • Tested and documented quarterly hotfixes from development and distributed builds to respective customers.
  • Created and maintained technical documentation for new software features and products.
  • Educated and trained new users on software functionality.
  • Coordinated and managed customer upgrades to new versions of Prometheus Group Software.
  • Participated in new customer implementation projects.
  • Assisted Implementation Engineers in meeting project deadlines and completing outstanding projects and customer implementation work.
  • Maintained a comprehensive understanding of IBM Maximo, a third-party application.

IT Support Specialist

Wightman Tennis Center
05.2021 - 08.2021
  • Install and configure hardware operating systems and applications.
  • Monitor, update and maintain computer systems and networks.
  • Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
  • Collaborate with other internal and external groups on solving complex technical issues and developing innovative solutions.
  • Replace computer parts as required.
  • Follow diagrams and written instructions to repair a fault or set up a system.
  • Management of club operation software NorthStar.
  • Resolved technical issues for staff and members, ensuring minimal disruption to daily operations.

Education

Bachelor’s - Computer Science

Shaw University
Raleigh, NC
05.2022

Skills

  • Technical Support
  • Ticketing Systems
  • Programming Languages(Java, Python)
  • Enterprise Resource Planning (ERP)
  • IBM’s Maximo
  • Operating Systems (Windows, Linux, Fedora, RHEL, Mac OS)
  • Customer Relations
  • Computer Imaging
  • IT Asset Disposition
  • SQL, HTML5, CSS
  • Atlassian (JIRA)
  • Technical Documentation
  • Troubleshooting, Critical Thinking
  • Microsoft Office 365
  • Software Implementation
  • Customer Service
  • Slack
  • Cross-Functional Collaboration
  • IT asset management
  • Remote desktop support
  • Network troubleshooting
  • Help desk support
  • Patch management
  • Linux administration
  • Ticket management
  • Mac systems

Websites

Certification

  • Enterprise Design thinking Practitioner IBM January 2021
  • BlockChain Essentials IBM January 2022
  • Introduction to Containers, Kubernetes, and OpenShift V2 IBM March 2022

Timeline

IT Support Engineer

Red Hat
01.2024 - Current

Technical Support Specialist

Prometheus Group
09.2022 - 10.2023

IT Support Specialist

Wightman Tennis Center
05.2021 - 08.2021

Bachelor’s - Computer Science

Shaw University

Similar Profiles

CREATE PROFILE