Shashauna Potter
Douglasville,GA
Summary
Versatile IT Helpdesk Specialist with 5 years of experience. Demonstrated expertise in providing top-tier technical support, optimizing network infrastructure, and implementing cutting-edge solutions. Recently received cybersecurity certification, seeking to leverage and expand these new skills. Adept at utilizing a broad skill set to enhance efficiency and contribute to organizational success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Representative
Hertz Car Rental
02.2024 - 07.2024
- Greeted and assisted customers in a friendly and professional manner.
- Responded to customer inquiries regarding rental policies, vehicle options, pricing, and availability.
- Processed rental agreements and payments accurately.
- Assisted in the management of vehicle inventory, including checking in and checking vehicles out.
- Assisted with daily cash handling and reconciliation of transactions.
- Worked closely with fellow team members to achieve store goals and maintain a positive work environment.
Techbar IT Specialist
Salesforce
10.2021 - 09.2023
- Configured hardware, devices, and software to set up work stations for employees.
- Revitalized and independently reinstated a dormant Techbar, assuming full responsibility for its operation after being closed due to COVID-19.
- Directed the setup of vending machines, managed AV technology, and resolved monitor issues.
- Established standard operating procedures and provided comprehensive training for new team members to ensure efficient functioning of the Techbar.
- Led remote and on-site IT support, diagnosing and resolving hardware and software issues for diverse platforms.
- Managed Active Directory, seamlessly integrating with Salesforce Okta SSO for enhanced user authentication.
- Implemented robust security measures using Jamf Pro and Airwatch for Mac OS, iOS, and Android devices.
- Spearheaded inventory management using advanced Microsoft Excel techniques.
Help Desk Analyst Tier 1
Stratix
04.2021 - 09.2021
- Provided first-line support, identifying and resolving issues promptly, ensuring minimal downtime.
- Supported clients and employees with a focus on mobile devices, iPads, printers, and scanners using Microsoft Intune and Airwatch.
- Proficiently utilized the ServiceNow ticketing system for efficient issue tracking and resolution.
- Troubleshot Outlook and Microsoft Teams issues within Office 365 environment.
Computer Technician
Gwinnett County Public School System
01.2021 - 03.2021
- Spearheaded the unboxing and assembly of monitors, ensuring proper functionality.
- Configured wireless adapters to projectors, enhancing connectivity in educational environments.
- Successfully linked computers to the network and peripheral equipment, ensuring seamless operations.
IT Specialist
Data Industries
03.2019 - 09.2020
- Configured hardware, devices, and software, setting up workstations for employees and students.
- Implemented software updates for OS (Windows and Mac) to enhance security protocols.
- Orchestrated the installation of switches and routers into MDFs and IDFs, optimizing network performance.
- Executed imaging, asset tagging, and inventory management for thousands of laptops, desktops, and devices.
Education
Certificate - IT Support Specialist
Per Scholas
The Bronx, NY02.2019
High School Diploma -
Mount Vernon High School
Mount Vernon, NY06.2002
Skills
- Networking: Expertise in network closet maintenance, troubleshooting, and optimizing network performance
- Systems Administration: Proficient in system administration tasks, including hardware/software installation and configuration
- Platforms: Windows OS, Mac OS, Chrome OS, iOS, Android
- Tools & Technologies: Active Directory, Okta, Jamf, Airwatch, ServiceNow, Google Workspace, Virtual Server (Parallel Desktop), Slack, Zoom, Microsoft InTune
Technical Proficiency:
- Hardware: Skilled in configuring and maintaining a variety of hardware components
- Communication: Effectively articulate complex technical concepts to diverse audiences including executive-level staff with white-glove service
- Problem Solving: Strong analytical and problem-solving abilities
- Project Management: Proven ability to manage multiple projects and meet tight deadlines
Soft Skills:
Certification
ISC2 Cybersecurity Certification
Timeline
Customer Representative
Hertz Car Rental
02.2024 - 07.2024
Techbar IT Specialist
Salesforce
10.2021 - 09.2023
Help Desk Analyst Tier 1
Stratix
04.2021 - 09.2021
Computer Technician
Gwinnett County Public School System
01.2021 - 03.2021
IT Specialist
Data Industries
03.2019 - 09.2020
Certificate - IT Support Specialist
Per Scholas
High School Diploma -
Mount Vernon High School