Preston Dark
Houston
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
3
3
years of professional experience
Work History
IT Technician
North Star Memorial Group
01.2023 - Current
- Provide Tier I and II level support for users (telephony, hardware, communications, conference)
- Contribute to the strategic planning and development of the websites, applications and other web-based initiatives
- Attend weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Maintain computer systems and act as support for system degradation/outages
- Help with the roll out of new technologies across the company, such as phones, networks and systems
- Provide technical and functional supervision on small projects.
- Integrate enterprise applications with cloud services to ensure seamless delivery of data to all users.
- Set up user accounts, permissions, and passwords
- Ensure security through access controls, backups and firewalls
- Phone system support – User setup, phone installation, voicemail setup
- Assist in maintaining inventory of all equipment, software, and license users
Help Desk Technician
Sparkhound
07.2020 - 01.2023
- Documented all transactions and support interactions in ticketing system for future reference and addition to knowledge base.
- Provided basic end-user troubleshooting and desktop support on Windows, and Mac systems.
- Developed proactive strategies for improving technologies to avoid problems in the future or to improve technology-related performance IT procurement and vendor communications.
- Responded to support requests from end users and patiently guided individuals through basic troubleshooting tasks.
- Creation of end-user system, network and application accounts. Including but not limited to support for AD and Office365 applications Performed tests of functionality, security and performance of different workstations and devices.
- Monitored tickets assigned to the queue and process first-in first-out based on priority and redirect problems to correct resource.
- Diagnosed and resolve technical hardware and software issues.
Education
Bachelor of Arts -
University of Louisiana At Monroe
Monroe, LA05.2012
Skills
- AV Installation
- Microsoft Azure
- Microsoft Endpoint (Intune)
- Technical Troubleshooting
- Network Infrastructure Monitoring
- VPN Configurations
- Support Ticket System Management
- Data Security
- Mitel
- Connectwise(RMM, Ticketing System)
Timeline
IT Technician
North Star Memorial Group
01.2023 - Current
Help Desk Technician
Sparkhound
07.2020 - 01.2023
Bachelor of Arts -
University of Louisiana At Monroe
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