SHARVAE BUTLER
Atlanta,GA
Summary
Accomplished Technical Support Technician with a proven track record at Clayton County Public Schools, enhancing system performance and user satisfaction. Expert in hardware configuration and incident management, coupled with exceptional customer support skills. Achieved significant improvements in technology deployment and problem resolution, demonstrating a strong ability to manage high call volumes and support requests efficiently. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
12
12
years of professional experience
Work History
Technical Support Technician
Clayton County Public Schools
2021.08 - Current
- Implements and maintains district hardware, software, networking equipment, and other related devices to ensure that district technology goals are achieved. Provides computing installation, configuration, and break fix services to faculty, staff, students, and administrative users.
- Works with technicians and other technical staff to identify and resolve problems. Shares information relevant to these problems with appropriate personnel.
- Manages and maintains documentation for all locations including inventory of hardware, software, and other systems. Demonstrates a knowledge of desktop, network topologies and deployment strategies. Uses software deployment tools to manage software installations throughout the district.
- Maintains a high level of customer satisfaction for all end users. Uses communication appropriate to audience delivered in a friendly and courteous manner with a consistent positive attitude.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
Help Desk Technician
Charter Technology Solutions
2016.01 - 2020.02
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
IT Help Desk Specialist Level 1
Comprehensive Care Services, Inc
2012.09 - 2015.12
- Followed all company policies and procedures to deliver quality work.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Gained extensive knowledge in data entry, analysis and reporting.
- Excellent communication skills, both verbal and written.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
Education
High School Diploma -
Martin Luther King Jr. High School
Detroit, MI06.2011
Skills
- Hardware Configuration
- Incident Management
- Virtualization Technologies
- Problem Resolution
- System diagnostics
- Software Installation
- Customer Support
- Desktop support
- Hardware diagnostics
- Technical Support
- User Support
- Customer Service
- Ticket support system management
- Issue Troubleshooting
- Windows 10
Timeline
Technical Support Technician
Clayton County Public Schools
2021.08 - Current
Help Desk Technician
Charter Technology Solutions
2016.01 - 2020.02
IT Help Desk Specialist Level 1
Comprehensive Care Services, Inc
2012.09 - 2015.12
High School Diploma -
Martin Luther King Jr. High School
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