RACHEL N. SMITH
Bensalem,PA
Summary
Flexible and attentive IT Technician with over 3 valuable years of experience in both remote, and on-site technical support. I am looking to grow and strengthen my technical skills, as well as further my IT career here at Penn Medicine. My goal is to exceed the departments needs to the best of my ability, and to uphold the respect and reputation of the company throughout my day-to-day operations.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Desktop Support Technician
Penn Medicine
Philadelphia, PA
07.2024 - Current
- Configure hardware devices, operating systems, and software to set up work stations for employees
- Diagnose and troubleshoot hardware, software and network issues
- Responds to customer inquiries and provide technical assistance over phone and in person
- Patch software and install new versions to eliminate security issues and protect data
- Deploys hardware devices across multiple departments throughout the hospital and extended facilities, connecting hardware to central network hubs for multi-site interconnectivity
- Assists in educating end users on system and equipment maintenance
- Collaborates with the End User Services team, organizational administration and other teams across the Information Services network to communicate issues and seek potential resolutions
IT Contractor
Penn Medicine
Philadelphia, PA
04.2024 - 07.2024
- Deployed and configured Lenovo desktops and ThinkPad laptops from Windows 10 to Window 11
- Provided exceptional User End Support before and after configuration by troubleshooting hardware & software malfunctions
- Spearheaded with a team effort to upgrade over 500 desktops and laptops through the hospital
- Maintained the health and performance of the operating system
- Create and manage Active Directory settings
Community IT Consultant
Acts Retirement - Life Communities
Fort Washington, PA
03.2022 - 04.2024
- Provide tier II, on-site technical support including maintenance and installation for all hardware and software configuration issues across multiple systems and applications for end-users
- Provide basic computer knowledge to residents to promote computing literacy and the efficient use of technology
- Offer iPad training courses for residents as well as daily one-on-one technical support for their personal devices
- Configure hardware and grant system permissions to new employees
- Troubleshoot network connectivity issues such as Wi-Fi, cellular, switches, servers, and scanners
- Collaborate with supervisors throughout different departments to escalate and address technical issues on their team
Education
B.S. - Security & Risk Analysis, Information Science and Technology
The Pennsylvania State University
University Park, PA05.2020
Skills
- Microsoft 365 Applications
- Windows operating system
- Active Directory
- Cloud management
- Troubleshooting
- Customer Service
- Software and hardware support
- NIST
Certification
- National Security Agency
- CompTIA Cybersecurity Analyst (CySA+) - (in progress)
Timeline
Desktop Support Technician
Penn Medicine
07.2024 - Current
IT Contractor
Penn Medicine
04.2024 - 07.2024
Community IT Consultant
Acts Retirement - Life Communities
03.2022 - 04.2024
B.S. - Security & Risk Analysis, Information Science and Technology
The Pennsylvania State University