SEMAJ Owens
Peoria,IL
Summary
IT professional with over 3 years of experience in IT operations and solutions, specializing in computing imaging, IT systems enhancement, and proactive problem-solving. Currently excelling as a Technology Support Specialist at H&R Block, swiftly diagnosing and resolving intricate IT issues. A Bachelor of Arts in Software Engineering graduate with a diverse skill set including virtualization, project management, programming, and troubleshooting. Proven track record in conducting comprehensive assessments, proposing preventive measures, and contributing to successful IT deployment projects. Highly effective collaborator with a commitment to excellence and continuous learning in the IT field.
Overview
5
5
years of professional experience
Work History
Tier 2 Technical Support Specialist
HR Block
Peoria, IL
12.2023 - Current
- Deliver advanced technical support for end-users, specializing in complex hardware and software issues to ensure prompt issue resolution.
- Collaborate effectively with Tier 1 support, providing guidance to ensure comprehensive and efficient technical assistance.
- Efficiently escalate complex technical issues to Tier 3 support for swift resolution, maintaining clear communication throughout the process.
- Conduct in-depth analysis of technical problems, identifying root causes and implementing permanent solutions to enhance overall system stability.
- Maintain meticulous records of technical support interactions and resolutions, contributing to a comprehensive knowledge base for future reference.
- Specialize in providing expert support for tax software, guiding end-users through functionalities, troubleshooting issues, and ensuring a seamless experience with the software's features.
Field Service Technician
Dyopath
09.2022 - 09.2023
- Managed on-site and off-site installation, repair, maintenance, and test tasks for my contract client, Caterpillar Inc
- Acted as a Main contracted technician for computing imaging across all of Caterpillar Logistics, imaging over 400 PCs from 08/22-08/23 helped in conducting an in-depth analysis of existing IT systems and configurations to identify areas for improvement
- Managed IT deployment projects, conducted root cause analysis for IT incidents and demonstrated strong problem-solving skills by diagnosing and resolving complex technical issues, as well as identified recurring issues and proposed preventive measures to other IT contacts
- Assessed software and Hardware compatibility issues and provided possible solutions to enhance system performance
- Educated Clients on IT best practices, security protocols, and data backup strategies
- Carefully documented technical work for the education of future employees, as well as people interested in the computer imaging process
- Gained extensive knowledge in data entry, analysis, and reporting
- Edited and proofread technical documents for accuracy and consistency
- Researched and identified solutions to technical problems.
Undergraduate Teaching Assistant
Upper Iowa University
10.2019 - 05.2021
- Observed students' performance, and recorded relevant data to assess progress
- Handled grading of assignments for multiple classes
- Monitored functionality of professor lab equipment and made necessary modifications to ensure systems operated in accordance with specifications and performed other light IT work.
IT Intern
Advanced medical Transport
01.2019 - 08.2019
- Performed professor-assigned projects such as tearing down and rebuilding electronic devices and working within the school's network
- Assembled and modified existing places of equipment
- Monitored system for equipment failure or errors in performance
- Participated in the preparation of design documents for trackwork, including alignments, specifications, criteria details, and estimates
- Worked closely with IT specialists to learn the basics of IT
- Restocked office supplies and retrieved files for staff
- Sat in on IT meetings with executives and team leaders
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Assessed, troubleshot, and repaired various machines such as desktops, printers, and sorters
- Installed hardware, completed software updates, and assessed security patches for optimized computer use configured hardware, devices, and software to set up workstations for employees
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff
- Removed and replaced malfunctioning components to correct hardware problems
- Managed daily technical issues for 125 of the companies office employees and paramedics.
Education
Bachelor of Arts in Software Engineering -
Upper Iowa University
05.2022
Skills
- Virtualization
- Microsoft office
- Project management
- Programming
- Hardware Diagnostics
- Incident Management
- Network Configuration
- Technical Troubleshooting
- Analysis
- Troubleshooting
Extracurricular Activities
International Student Association President 2021-22
Alpha Nu Omega Member
UIU Football 2019-2021
Hobbies and Interests
- Graphic Design
- Digital/Traditional Art
- Piano/Music Production
- Computer building
Timeline
Tier 2 Technical Support Specialist
HR Block
12.2023 - Current
Field Service Technician
Dyopath
09.2022 - 09.2023
Undergraduate Teaching Assistant
Upper Iowa University
10.2019 - 05.2021
IT Intern
Advanced medical Transport
01.2019 - 08.2019
Bachelor of Arts in Software Engineering -
Upper Iowa University
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