Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
Generic

Sharee Stewart

Brooklyn,NY

Summary

Innovative Senior IT Support Specialist with 10+ years of experience specializing in information technology, White Glove end-user support, and troubleshooting complex hardware and software issues. Adept at interfacing with customers and technical teams to diagnose problems and identify technical solutions. Excellent instructional and problem-solving skills resulting in knowledgeable, satisfied customers.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Senior IT Support Specialist

Hogan Lovells
07.2015 - Current
  • Provide Tier 2 IT support to internal users through desk side support services.
  • Monitored systems in operation and quickly troubleshot errors.
  • Supported critical business applications uptime by effectively identifying root causes of incidents and coordinating efficient resolutions.
  • Configured hardware and granted system permissions to new employees.
  • Assisted with updating technical support best practices for use by team.
  • Researched product and issue resolution tactics to address customer concerns.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Streamlined helpdesk processes for quicker issue resolution and increased customer satisfaction.
  • Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
  • Maximized user productivity by delivering comprehensive end-user training on software applications and hardware usage.
  • Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
  • Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
  • Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
  • Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
  • Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
  • Used ticketing systems to manage and process support actions and requests.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Translated complex technical issues into digestible language for non-technical users.

IT Support Specialist

Hogan Lovells
02.2007 - 06.2015


  • Provide technical support to users via phone, email, and in-person
  • Troubleshoot hardware and software issues on desktops, laptops, and mobile devices
  • Install, configure, and maintain operating systems, applications, and software
  • Assist users with network connectivity issues
  • Perform regular maintenance and upgrades on computers and other hardware
  • Assist with the setup and configuration of new hardware and software
  • Provide training and guidance to users on the use of hardware and software
  • Manage inventory of hardware and software
  • Develop and maintain documentation of IT systems and procedures

Help Desk Analyst

Brooklyn Public Library
05.2004 - 02.2007
  • Reduced call wait times by improving internal processes and communication within the team.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
  • Assisted with updating technical support best practices for use by team.
  • Collaborated effectively with cross-functional teams on large-scale projects, ensuring seamless integration of end-user support throughout the project lifecycle.
  • Trained and supported end-users with software, hardware, and network standards and use processes.

Education

Bachelor of Science - Computer And Information Systems

Monroe College
The Bronx, NY

Skills

  • Ability to improve end-user satisfaction
  • Ability to ensure business continuity
  • Advanced Hardware and Software Troubleshooting
  • Cross-functional Collaboration
  • Documentation Development and Maintenance
  • Hardware and Software Configuration
  • Issue and Resolution Tracking
  • Incident and Request Management
  • IT Asset Management
  • Mobile Device Support
  • Network diagnostics
  • Remote Technical Support
  • Project Coordination
  • VoIP Support
  • Technical Issues Analysis

Software

Active Directory

Cisco

ServiceNow

WebEx

SCCM

Microsoft Teams

Zoom

Windows

IOS

Android

NetDocuments

BIG-IP Edge Client

Microsoft 365

Certification

  • Introduction to Project Management, edX - 2023
  • ITIL Foundations, Learning Tree - 2016
  • Risk Management for Projects, edX - 2023



Timeline

Senior IT Support Specialist

Hogan Lovells
07.2015 - Current

IT Support Specialist

Hogan Lovells
02.2007 - 06.2015

Help Desk Analyst

Brooklyn Public Library
05.2004 - 02.2007

Bachelor of Science - Computer And Information Systems

Monroe College

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Sharee Stewart