Samantha Maldonado
Lacey
Summary
Detail-oriented Computer Helpdesk Technician with strong skills in remote support, ticket management, and hardware troubleshooting, committed to enhancing user satisfaction through effective problem resolution.
Overview
3
3
years of professional experience
Work History
Computer Helpdesk Technician
Army
12.2023 - Current
- Provided technical support for hardware and software issues, ensuring quick resolution for users.
- Assisted in troubleshooting network connectivity problems, enhancing overall system performance.
- Documented support requests and resolutions in ticketing system for future reference.
- Maintained inventory of computer parts and peripherals, facilitating timely repairs and replacements.
- Oversaw daily operations to enhance team productivity and efficiency.
- Developed and implemented process improvements for workflow optimization.
- Worked effectively in fast-paced environments.
- Assisted customers with password resets and account management tasks while maintaining strict adherence to security protocols.
- Maintained inventory of computer hardware components, ensuring availability of replacement parts when needed for repairs or upgrades.
- Enhanced customer satisfaction by efficiently troubleshooting and resolving technical issues for computer users.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
Sustainment Automation Support Management
Army
11.2022 - 11.2023
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Directed troubleshooting efforts for GCSS-Army, addressing hardware and software challenges to maintain system availability for a user base exceeding 50 individuals.
- Administered technical support for tier-1 and tier-2 issues, overseeing 200+ hardware and software assets across diverse remote sites.
Education
Associate of Science - Computer Technology
American Military University
Charles Town, WV04-2026
Skills
- Remote support
- Ticket management
- Software installation
- Network connectivity
- Software configuration
- Mobile device management
- Helpdesk operations
- Active directory
- Customer service
- Verbal and written communication
- Hardware troubleshooting
- TCP/IP
- Attention to detail
- Time management
- Multitasking
Accomplishments
- Promoted to Senior Help Desk after 8 months of employment.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 4 staff members.
- Endorsements in software development and mobile applications.
Languages
Spanish
Native or Bilingual
Work Preference
Job Search Status
Not actively lookingWork Type
Full TimeLocation Preference
On-SiteRemoteSalary Range
$26/hr - $1000/hrTimeline
Computer Helpdesk Technician
Army
12.2023 - Current
Sustainment Automation Support Management
Army
11.2022 - 11.2023
Associate of Science - Computer Technology
American Military University