Quan Fussell
Augusta,Georgia
Summary
Resourceful IT Technician with demonstrated expertise in problem-solving, time-management, and communication, ensuring seamless operation of IT systems and delivering positive end-user support experiences. Experience in MDM administration, documentation, and network/hardware/software troubleshooting and configuration.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Helpdesk Engineer
TaxSlayer
11.2023 - Current
- Troubleshoot and resolve desktop, laptop, mobile device operational and connectivity problems, eliminating and minimizing any downtime for users.
- Effectively communicated technical information and system updates to end users in non-technical terms, fostering understanding and minimizing confusion during system changes.
- Configured and enforced policies across Intune, Azure ID (Entra ID), and Windows Active Directory to update, manage, and ensure device compliance and security posture.
- Utilized Jira Ticketing systems to track and prioritize tasks effectively, enhancing team productivity and ensuring adherence to projected timelines and SLA's.
- Handle the image, setup, configuration, and support of 300+ devices, including desktops, laptops, smartphones & tablet technology.
- Maintained inventory of all IT equipment including computers, laptops and peripherals using Snipe-IT.
TECHNICAL SUPPORT SPECIALIST
Augusta University Division of Information Technology
01.2022 - 06.2023
- Provided technical support to internal and external customers, resolving hardware and software issues promptly.
- Managed customer inquiries and service requests through ServiceNow ticketing software, ensuring timely resolution in line with SLA (Service Level Agreement).
- Analyzed impact and urgency of customer issues to prioritize appropriately, effectively using my diagnostic skills and knowledge of IT applications.
- Translated complex technical details and instructions to clients.
- Managed remote access services including Citrix technology.
- Resolved 10-15 technical support inquiries per day.
Education
Bachelor of Science - Cybersecurity
Augusta University, School of Computer And Cyber Sciences
Augusta, Ga12.2023
Skills
- Software/Hardware Troubleshooting
- Operating Systems - Windows/iOS/macOS
- Network performance and internet connectivity troubleshooting
- Active Directory/Azure AD
- Remote Support
- Ticket management via Jira & ServiceNow
- System Administration
- Knowledgebase Documentation
- Asset Management
Certification
- CompTIA Security+
Timeline
Helpdesk Engineer
TaxSlayer
11.2023 - Current
TECHNICAL SUPPORT SPECIALIST
Augusta University Division of Information Technology
01.2022 - 06.2023
Bachelor of Science - Cybersecurity
Augusta University, School of Computer And Cyber Sciences
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