With a strong background in computer hardware/software repair, deskside support, and IT systems administration, seeking to leverage extensive experience to enhance IT operations, security, and efficiency. Recently acquired skills in Cyber Security and Software Assurance, eager to apply in order to further contribute to the success of an organization. By combining technical expertise with passion for ensuring optimal IT performance, confident in ability to make a valuable impact in the field.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IT Technician (ITS SCADA Real-time Support team)
Strategic Staffing Solutions
Detroit, MI
05.2024 - 09.2024
Delivered critical IT support to internal and external clients by troubleshooting and resolving technical issues with workstations, routers, switches, hubs, and radios, ensuring minimal downtime and optimized system performance
Spearheaded hardware installations and upgrades, including video cards, hard drives, monitors, and cabling, enhancing operational efficiency and reducing service interruptions
Successfully managed and imaged systems, performing detailed troubleshooting and diagnostics on user workstations to ensure quick and accurate issue resolution
Utilized Active Directory, Jump Server, Microsoft Teams, Microsoft SharePoint, and Remote Desktop Connection to provide seamless remote and on-site support, facilitating effective collaboration and communication across teams
Field Service Technician
Akkodis
Jacksonville, FL
05.2022 - 11.2023
Provided expert on-site technical support and troubleshooting for medical devices and IT equipment at healthcare facilities, ensuring seamless operations and minimizing downtime
Delivered comprehensive IT infrastructure support, including hardware repairs and system troubleshooting, leading to improved system reliability and efficiency
Proactively ensured optimal functionality of IT systems and medical devices, enhancing client satisfaction and supporting the continuous delivery of critical healthcare services
Field Technician II
Science Applications International Corporation (SAIC)
Reston, VA
10.2020 - 04.2022
Successfully executed remote PC migrations from Windows7 to Windows 10, ensuring smooth transitions and minimal disruption to user operations
Conducted comprehensive data backups and application installations post-imaging, maintaining data integrity, and optimizing system functionality for end-users.
Managed the inventory of FAA assets, meticulously updating Active Directory with accurate asset information to support streamlined IT asset management.
Utilized tools such as Active Directory, Remedy IT Service Management, Dameware Mini Remote Control, and Microsoft Teams to enhance workflow efficiency and communication.
Migration/Deployment Technician
TekSystems
Hanover, MD
03.2020 - 10.2020
Led and executed seamless PC migrations from Windows7 to Windows10, ensuring minimal downtime and user disruption
Conducted thorough data backups and efficiently reinstalled necessary applications post-imaging, guaranteeing smooth user experiences and system readiness
Streamlined asset management by accurately tracking and updating FAA assets in Active Directory, ensuring real-time visibility and compliance with inventory standards
Field Tech Associate
NTT Data
Plano, TX
03.2019 - 03.2020
Delivered exceptional technical support by efficiently resolving hardware, software, and networking issues via email, chat, and phone, ensuring timely solutions for customers
Diagnosed and troubleshot technical problems, identifying defective products and coordinating service calls in adherence to company guidelines to ensure swift resolution
Educated and guided customers through technical processes, ensuring complete and accurate solutions in line with procedural best practices
Proactively monitored and tracked customer issues, improving resolution accuracy and customer satisfaction
Utilized Microsoft Office Suite, Skype for Business, ServiceNow Service Management, and Microsoft Teams to streamline communication and issue tracking
Asset Management Service Delivery
GDH Consulting
Plano, TX
08.2017 - 01.2019
Streamlined asset management processes by reconciling field service inventory data with asset management records, ensuring accuracy and timely resolution of discrepancies in collaboration with field services, facilities, and AT&T
Efficiently created, searched, and updated Configuration Item (CI) records, enhancing data integrity and supporting seamless asset tracking
Proactively added relevant details and linked related items to CI records, improving overall asset visibility and management efficiency
PC/Deskside Support
Pomeroy IT Solutions
Hebron, KY
12.2016 - 06.2017
Provided deskside and remote support for hardware and software issues, including troubleshooting, password resets, and network configuration
Assisted with break/fix procedures and software installation for end-users
Field Service Technician
Elite Networking & Consulting
Southfield, MI
03.2016 - 12.2016
Delivered comprehensive technical support by assisting users with PC, network, hardware, software/application, and printer issues, ensuring efficient Break/Fix resolutions
Expertly imaged new machines, provided deskside support, installed software, performed PC repairs, replaced parts, and executed virus/malware removal to maintain system functionality
Responded promptly to customer technical issues related to hardware, software, and networking via email, chat, and phone, consistently providing effective solutions and improving user satisfaction
Education
Master of Science -
Davenport University
12.2022
Bachelor of Science - Information Assurance & Cyber Security
Colorado Technical University
05.2020
Skills
Advanced troubleshooting
Repair of computer hardware
Microsoft Office 365
Microsoft Teams
Remedy IT Service Management
Zoom
Active Directory
Various Antivirus Software
Elevated troubleshooting privileges
Microsoft Windows Various Operating Systems
Certification
HDI Desktop Advanced Support Technician Certification
Acquiredskills
Communication & Customer Service: Skilled in communicating with users, staff, and management to resolve technical issues.
Leadership & Collaboration: Ability to lead teams, coordinate projects, and manage technical tasks efficiently.
Technical Expertise: Extensive hands-on experience with hardware/software troubleshooting, system imaging, and network support.
Softwareapplicationsused
Remedy IT Service Management, Microsoft Teams, Zoom, Microsoft Office365, Google Workspace, Active Directory, and various remote desktop tools., Microsoft Windows XP, Vista, 7, 8, 10, 11, IBM AS/400.
Keyresponsibilitiesandachievements
Problem Diagnosis and Resolution: Extensive experience in diagnosing and resolving hardware/software/network issues through both on-site and remote support, ensuring minimal downtime.
Implementation and Support: Led the deployment of hardware/software systems, including data migrations, server configurations, and network support.
Leadership and Coordination: Worked with teams to develop processes and procedures for efficient IT support, overseeing technical tasks and ensuring implementation standards are met.
Training and Development: Contributed to the training of IT staff on diagnostic tools, IT procedures, and troubleshooting techniques.
Documentation and Reporting: Prepared technical documentation, including operational procedures and troubleshooting guides, ensuring smooth operations and knowledge transfer within teams.
Security and Backup: Administered local and remote backup systems, enforced security standards, and implemented virus/spyware remediation measures.
Timeline
IT Technician (ITS SCADA Real-time Support team)
Strategic Staffing Solutions
05.2024 - 09.2024
Field Service Technician
Akkodis
05.2022 - 11.2023
Field Technician II
Science Applications International Corporation (SAIC)
10.2020 - 04.2022
Migration/Deployment Technician
TekSystems
03.2020 - 10.2020
Field Tech Associate
NTT Data
03.2019 - 03.2020
Asset Management Service Delivery
GDH Consulting
08.2017 - 01.2019
PC/Deskside Support
Pomeroy IT Solutions
12.2016 - 06.2017
Field Service Technician
Elite Networking & Consulting
03.2016 - 12.2016
Master of Science -
Davenport University
Bachelor of Science - Information Assurance & Cyber Security
Colorado Technical University
HDI Desktop Advanced Support Technician Certification
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