Sharhazad Hogue
Chandler,AZ
Summary
Dynamic IT Systems Administrator with a proven track record at Carvana, excelling in system troubleshooting and project coordination. Skilled in scripting languages and IT documentation, I enhance service delivery and user training, driving efficiency and satisfaction. Recognized for resolving complex issues, and fostering collaboration across teams to achieve optimal results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Systems Administrator
Carvana
Tempe, Arizona
03.2021 - Current
- Diagnosed, troubleshot and resolved hardware and system problems.
- Documented IT procedures and user guides for team reference.
- Collaborated with team members to improve IT service delivery processes.
- Participated in training sessions on new software tools and systems updates.
- Installed and configured operating systems, software applications, and system management tools.
- Maintained an inventory of all IT assets including hardware and software licenses.
- Planned upgrades or replacements of existing systems based on budget constraints and resource availability.
- Developed scripts in scripting languages such as Python or PowerShell to automate routine tasks.
- Coordinated with vendors for timely procurement of new equipment or replacement parts when needed.
- Provided technical support and training to users, improving system understanding and reducing support requests.
IT Technical Support Specialist
Bryan University
Tempe, Arizona
05.2019 - 03.2021
- Provided technical support for faculty and students using various software applications.
- Assisted in the setup and configuration of classroom technology and equipment.
- Documented support processes to improve knowledge sharing among team members.
- Conducted training sessions for staff on new technologies and best practices.
- Responded to help desk tickets, resolving issues in a timely manner.
- Maintained inventory of IT equipment, ensuring availability for user needs.
- Configured user accounts in Active Directory and other directory services platforms.
- Imaged and deployed new computers for end users by installing operating systems and applications according to company standards.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Served as first point of contact for incoming technical service calls and emails.
- Performed basic virus removals on students' laptops.
Customer Service Representative
Fiserv
Phoenix, Arizona
09.2015 - 05.2019
- Managed customer accounts and updated information in the database.
- Collaborated with team members to improve service efficiency.
- Maintained knowledge of products to provide accurate information.
- Handled escalated complaints and provided appropriate solutions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
Bachelor of Science - Software Engineering
Western Governors University
Salt Lake City, UT11-2025
Associate of Arts - Computer Engineering
Maricopa Community Colleges, South Mountain Community College
Phoenix, AZ05-2019
Associate of Science - Computer Engineering
Maricopa Community Colleges, South Mountain Community College
Phoenix, AZ05-2019
Skills
- Scripting languages
- Programming
- System troubleshooting
- Project coordination
- IT documentation
- ITIL processes
- Hardware and software installation
- Software change management
Certification
- CompTIA Project+ Certification
- ITIL v4 Foundation
- AWS Certified Cloud Practitioner
Timeline
IT Systems Administrator
Carvana
03.2021 - Current
IT Technical Support Specialist
Bryan University
05.2019 - 03.2021
Customer Service Representative
Fiserv
09.2015 - 05.2019
Bachelor of Science - Software Engineering
Western Governors University
Associate of Arts - Computer Engineering
Maricopa Community Colleges, South Mountain Community College
Associate of Science - Computer Engineering
Maricopa Community Colleges, South Mountain Community College
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