Rochelle McLaughlin
Atlanta,MI
Summary
Experienced IT Support Specialist adept at swift issue resolution, meticulous configuration management, and fostering effective cross-functional collaboration. Proficient in leveraging cybersecurity practices to heighten user experiences, optimize productivity, and safeguard company assets from evolving cyber threats, thereby bolstering organizational resilience and success in a digital environment. Seeking to apply extensive technical skills and certifications to raise IT efficiency and security within a dynamic organization.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Help Desk Technician - Tier 2
Classic Collision
06.2022 - Current
- Render essential technical support to end-users, leveraging a strong blend of technical proficiency and exceptional customer service skills.
- Demonstrate deep expertise in trouble-shooting hardware, software, and networking issues, insuring efficient resolution of IT problems.
- Excel in diagnosing and resolving complex technical issues through thorough analysis and investigation.
- Proficient in security tools such as Okta for identity and access management, CyberArk for privileged access management, and SentinelOne for endpoint protection.
- Utilize NinjaOne RMM for remote monitoring and management of IT systems, ensuring proactive maintenance and swift issue resolution.
- Oversee user accounts, permissions, and access levels in Active Directory, guaranteeing secure and efficient user management.
- Familiarity with FortiGate firewall administration and Fortinet switches, ensuring network security and traffic management.
- Preserve an up-to-date knowledge base of common technical issues and solutions, heightening troubleshooting efficiency.
- Proficient in delivering remote support using various tools and techniques, assuring prompt assistance regardless of user location.
- Document technical issues, troubleshooting steps, and resolutions meticulously to facilitate future reference and reporting.
- Leveraged exceptional communication and teamwork abilities to collaborate effectively with IT peers, enhancing the resolution rate of complex technical issues.
- Reduced system downtime by 30% at Classic Collision through proactive maintenance and swift issue resolution.
IT Support Specialist - Tier 2 - Part Time
Amazon Web Services
06.2022 - Current
- Comprehensive technical support for hardware and software systems, assuring smooth operation.
- Proficient in setting up and maintaining computer systems across Windows, Mac, and Linux operating systems, trouble-shooting hardware and software issues, and providing effective end-user support.
- Manage user accounts, oversee software installations, and conduct hardware repairs as required.
- Prioritize IT system security with routine checks to keep up integrity, including FIPS security keys and AEA (Advanced Encryption Algorithm) for data security.
- Experienced with: Jamf PRO for macOS and iOS device management, AirWatch for mobile device management, Amazon WorkSpaces for virtual desktop infrastructure, Office 365 migration and administration.
- Conserve meticulous records of technical issues and resolutions to streamline support processes.
- Continually update knowledge of evolving technologies and industry best practices to optimize IT infrastructure efficiency.
IT Support Specialist
Marta Transit
11.2018 - 03.2022
- Offered end-to-end technical support at Marta, focusing on problem-solving, documentation, and escalation management.
- Specialized in networking troubleshooting, PC connectivity, DNS configuration, and file sharing support.
- Handled Altiris tickets for incident tracking and resolution, guaranteeing timely response and resolution of IT issues.
- Maintained hardware and software across Marta's systems, including servers and routers, to ensure smooth operations.
- Coordinated server updates and enforced security protocols to safeguard Marta's IT infrastructure.
- Integrated legacy systems with modern technology to streamline operations and raise efficiency.
- Handled escalated IT support tasks such as hardware issues, backups, email support, and application troubleshooting.
- Led the team in creating and implementing the Marta Tech Bar initiative, raising user experience and accessibility to IT support.
- Assisted with the creation of the Marta Service Desk onboarding guide and employee Standard Operating Procedures (SOP), ensuring consistency and efficiency in IT support processes.
- Managed LAN and wireless networks to ensure seamless connectivity for Marta's users.
- Actively contributed to the Marta Safety Team, demonstrating a commitment to safety and security initiatives.
Project Marta Tech Bar
Marta
10.2019 - 04.2020
- As team lead, I spearheaded the creation and implementation of the Marta Tech Bar initiative, aimed at raising user accessibility to IT support services.
- Collaborating closely with cross-functional teams, I facilitated the design and setup of the Tech Bar, ensuring it met the diverse technical needs of Marta's employees.
- My responsibilities included strategizing service offerings, developing operational protocols, and training staff to deliver efficient and personalized IT assistance.
- Through effective project management and continuous feedback integration, I successfully transformed the Tech Bar into a pivotal resource for promptly resolving technical issues and significantly enhancing overall user satisfaction at Marta.
- The implementation of the Marta Tech Bar increased employee IT issue resolution satisfaction by 25% and reduced walk-in wait times by 50%.
Education
Bachelors of Science - Criminal Justice
Georgia State University
ATLANTA, GEORGIA12.2008
Skills
- Virtual desktop
- Okta
- JamfPRO
- NinjaONE RMM
- Active Directory
- SentinelONE
- CyberARK
- ITIL
- O365
Certification
Security + SY0-701, Pending
Technical Skills
Professional, Professional, Professional, Professional, Professional, Professional, Professional, Professional
Timeline
Help Desk Technician - Tier 2
Classic Collision
06.2022 - Current
IT Support Specialist - Tier 2 - Part Time
Amazon Web Services
06.2022 - Current
Project Marta Tech Bar
Marta
10.2019 - 04.2020
IT Support Specialist
Marta Transit
11.2018 - 03.2022
Bachelors of Science - Criminal Justice
Georgia State University
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