Savonne Whitfield
Crofton,MD
Summary
Competent Help Desk Specialist well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Help Desk Support Specialist
GEICO, Government Employees Insurance
10.2019 - Current
- Managed, tracked, and coordinated problem resolution and escalation processes.
- Troubleshot complex multi-vendor network service provider issues.
- Configured and troubleshot VoIP and multi-media distributed systems and platforms.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Walked individuals through basic troubleshooting tasks.
- Researched product and issue resolution tactics to address customer concerns.
- Provided basic end-user troubleshooting and desktop support.
- Maintained and updated Remedy customer service database.
- Monitored systems in operation and quickly troubleshot errors.
- Provided on-call support for critical issues related to Geico software.
- Provided on-call support for critical issues related to Cisco Unified Communications Systems.
System Specialist- Help Desk
HHS
04.2019 - 10.2019
- 51Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Configured hardware and granted system permissions to new employees.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided support for network infrastructure and baseline configurations.
- Responded to inquiries by phone, email and walk-up requests.
- Installed new desktop systems and migrated data to new machines.
- Provided end-user system and equipment training.
- Tested new software and hardware prior to deployment.
- Diagnosed and troubleshot hardware, software and network issues.
- Designed and implemented preventive maintenance procedures, reducing support requests 15%.
Education
No Degree - Cyber Security
Montgomery College
Rockville, MD11.2022
Skills
- Help Desk Software
- Report Generation
- Customer Education
- Technical Support
- Application Support
- System Maintenance
- Technical Troubleshooting
- Hardware Configuration
- Account Administration
- Call Management
- Help Desk Support
- Device Installation
Timeline
Help Desk Support Specialist
GEICO, Government Employees Insurance
10.2019 - Current
System Specialist- Help Desk
HHS
04.2019 - 10.2019
No Degree - Cyber Security
Montgomery College
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