Qiyamah McDonald
Warner Robins,GA
Summary
Dynamic Technical Support Specialist with a proven track record at TekSystems, excelling in troubleshooting and customer service. Skilled in Active Directory and adept at enhancing user experience through effective communication. Passionate about leveraging analytical thinking to resolve complex issues and improve service delivery, ensuring seamless system access for all users.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
TekSystems
08.2024 - Current
- Provide technical support to end-users by resolving password resets, account lockouts, and VPN connectivity issues to ensure seamless system access
- Utilize ServiceNow to document, prioritize, and track support tickets, maintaining accurate records of issue resolution
- Deliver exceptional customer service by effectively communicating technical solutions in a clear and user-friendly manner
- Collaborate with cross-functional teams to identify and address recurring technical issues, contributing to process improvements and enhanced service delivery
Jr. Webpage Designer/ Owner
Qwix
07.2021 - Current
- Design web layouts, user interfaces, and graphics that align with the project's requirements
- Incorporate user experience and user interface best practices to enhance website usability and aesthetics
- Participate in quality assurance and testing of websites to identify and address any issues or bugs
- Collaborate with clients or stakeholders to gather project requirements, provide design solutions, and incorporate feedback into the design process
Service Desk Support Technician
Perkins Coie LLP
02.2002 - 06.2022
- Resolved incoming user issues through phone, e-mail, or potentially via chat
- Handled approximately 275 daily support requests via various communication channels
- Assisted in the creation and editing of Service Desk processes and procedures including Knowledge Base articles
- Ensured user requests and issues were clearly documented in tickets and created written documentation for hardware and software installations or other technical matters as requested
Resolution Coordinator II
Walmart
08.2021 - 01.2022
- Responded to incoming calls, escalated issues, and supported requests by monitoring incoming inquiries
- Documented routine workflows, resource requirements, dependencies, and criticalities
- Described major functions, features, and capabilities of products and services
- Applied concepts of customer analysis to deliver relevant communication
- Utilized ticketing systems, and additional tools, to handle customer requests
- Spearheaded and participated in team activities by using and sharing resources, information, and tools
Data Entry Clerk
Macon Water Authority
03.2019 - 09.2019
- Entered data directly into various Macon Water Authority automated systems
- Performed general clerical duties; answered phones, maintained logs, filed records, copied/scanned/faxed, etc.
- Collected, classified, and maintained hard copy and electronic department files
- Instructed maintenance technicians on use of electronic data systems and products
- Prepared source data for computer entry by compiling and sorting information
- Processed customer and account source documents by reviewing data for deficiencies
Receptionist
C&B Trucking
03.2016 - 03.2019
- Provided materials for research, development and/or formalized papers
- Implemented instructions and Standard Operating Procedures
- Created Memoranda or Agreements (MOAs); and other documents that required C&B Trucking guidelines
- Accurately produced preparation charts, narrative information of program analysis, and written reports
Authorized Sales Representative
Sears
09.2015 - 04.2016
- Greeted customers and ascertained what each customer wants or needs
- Recommended, selected, and helped obtain merchandise based on customer needs
- Computed sales prices, totaled purchases, and received cash or credit payments
- Monitored sales activities to ensure that customers received satisfactory service and quality goods
Education
Information Technology System Administrator And Security - Information Technology
MyComputerCareer
06-2022
Skills
- Windows 10 & 11
- IOS
- Network
- Physical Security
- Logical Security
- Network Standards
- Network Protocols
- IPS
- IDS
- Intrusion Prevention System
- Intrusion Detection System
- Disassemble and Reassemble desktop PCs
- RAM
- Hard Drives
- Motherboard
- Network Interface Cards
- Processors
- Microsoft Firewalls
- Malware
- Adobe Acrobat XI Professional
- Scripting with Visual Basic
- Classless IP Addressing
- Virtualization
- Installation
- Configuration
- Adaptability
- Active Directory
- AI Fundamentals
- Documentation
- Troubleshooting
- Safety & Security
- Office 365
- Technical Support
- Analytical Thinking
- IP Addressing Scheme
- Firewalls
- Antivirus
- Ticketing Systems
- Routers
- Switches
- Warehouse Automation
Certification
- Cybersecurity Threats (OG2) 02-23-2022
- Outside the Office (OG2) 02-22-2022
Timeline
Technical Support Specialist
TekSystems
08.2024 - Current
Resolution Coordinator II
Walmart
08.2021 - 01.2022
Jr. Webpage Designer/ Owner
Qwix
07.2021 - Current
Data Entry Clerk
Macon Water Authority
03.2019 - 09.2019
Receptionist
C&B Trucking
03.2016 - 03.2019
Authorized Sales Representative
Sears
09.2015 - 04.2016
Service Desk Support Technician
Perkins Coie LLP
02.2002 - 06.2022
Information Technology System Administrator And Security - Information Technology
MyComputerCareer
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