Sheila Harris
Austell,GA
Summary
To secure a position with a company with opportunities for advancement based on strong technical skills and project management
Professional with robust background in IT support, specializing in troubleshooting and resolving technical issues efficiently. Strong skills in hardware and software installations, network configurations, and system maintenance. Focused on team collaboration and adapting to evolving needs to ensure seamless operations. Reliable and results-driven, excelling in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Desktop Support Technician 2
Resource Logistics
05.2025 - 02.2026
- Provide IT support to end users - Diagnostic and resolve software and hardware incidents, including operating systems, vpn and across a range of software applications.
- Maintain exchange email acct. via active directory.
- To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- To accurately record, update and document requests using the IT service desk system.
- To resolve incidents and upgrade different types of software and hardware
- To resolve incidents with printers, copiers and scanners
- Re-Image workstations using SCCM
- PC technical support and configuration for remote dial-up BIG ip, Ping ID VPN client
- Utilize Active Directory to modify user accounts, set up and modify old acct.
- PC used Dell, HP, Microsoft surface/ Pro, MAC book
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
- Enhanced helpdesk ticketing system, resulting in [Number]% reduction in support call turnaround time.
- Played a crucial role in completing large-scale projects on time by providing reliable technical support during all phases of implementation.
- Streamlined hardware procurement process, ensuring compatibility and cost-effectiveness.
- Facilitated seamless migrations to new operating systems, minimizing disruptions to workflows.
Deskside Support Technician
Eplus / NSCORP
09.2024 - 05.2025
- Maintain exchange email acct. and placing pc in correct OU via active directory.
- To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring.
- Incidents to other support teams where necessary.
- To accurately record, update and document requests using the IT service desk system.
- To resolve incidents and upgrade different types of software and hardware
- To resolve incidents with printers, copiers and scanners
- Reimage and deploy new hardware such as laptops and desktops
- Maintain service Now tickets
- Reimaging, imaging laptop and desktop for new users via SCCM
- Work on Main Distribution Frames (MDF) and Intermediate Distribution Frames (IDF).
- This qualification is frequently required for jobs that involve connecting and maintaining network services, especially within the Public Switched Telephone Network (PSTN).
- Managed inventory of IT equipment, maintaining accurate records and ensuring timely replacement or repairs as needed.
- Developed user-friendly documentation for common technical issues to facilitate self-service troubleshooting among endusers.
- Provided onsite support during critical incidents, quickly identifying root causes and implementing appropriate resolutions.
- Implemented preventive maintenance measures for desktop systems, ensuring optimal performance and longevity.
- Deployed new hardware and software to end-users, streamlining business processes and increasing efficiency.
- Reduced response times for technical support inquiries through efficient prioritization and resource allocation strategies.
- Monitored security protocols such as antivirus software updates, protecting company data from potential threats.
Help Desk Analyst / Field Refresh Technician
NTT DATA/ Atlanta, GA
06.2018 - 08.2021
- Reimage and deploy new hardware such as laptops and desktops, window 7-10 for (DDS, DHS, DCH, DFCS, DOR and DNR)
- Provide IT support to end users - Diagnostic and resolve software and hardware incidents, including operating systems, vpn and across a range of software applications.
- Maintain exchange email acct. via active directory.
- To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- To accurately record, update and document requests using the IT service desk system.
- To resolve incidents and upgrade different types of software and hardware
- To resolve incidents with printers, copiers and scanners
- Re-Image workstations using SCCM
- PC technical support and configuration for remote dial-up Cisco VPN client
- Utilize Active Directory to modify user accounts
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Managed high levels of call flow and responded to technical support needs.
- Provided basic end-user troubleshooting and desktop support.
Technical Support Representative
Kforce/ Home Depot/ Atlanta, GA
11.2015 - 01.2018
- Assist in storage provisioning
- Assist in Trouble Ticket queue management
- Manages and supports SCCM, SCOM and WSUS
- Manages and supports Active Directory and Exchange Backups
- Manages iPad, Laptop File and Print Services
- Manages software deployment and patch management of servers and desktops
- Participates in the identification of vulnerabilities and their mitigation
- Provides expertise on Active Directory Integration.
- Computers/Peripherals/Other Office Machines: Expertise in PC and Internet applications and use
- Computer Software: Electronic Mail Software (Microsoft Outlook preferred); Spreadsheet and Word Processing Software, (Microsoft Excel and Word preferred); Support Ticketing and CRM Software (Salesforce preferred); Presentation Software, (Microsoft PowerPoint preferred); Remote Access Software (such as LogMeIn or TeamViewer); Web expertise.
- Other Tools/Devices/Machines (including Vehicles): Expertise in Microsoft Windows O/S (7 and XP preferred, Mac a plus).
- High degree of customer service orientation
- Expertise in PC and Internet applications and use
- Expertise in Microsoft Windows 7, 8, 10 and XP Operating Systems; Mac OS knowledge a plus
- Experience with virus and malware detection/protection software (McAfee preferred)
- Thorough knowledge of home-based connectivity support
- Ability to work in high call volume environment
- Strong telephone and email etiquette
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
Education
Bachelor of Science Degree - Information Technology
ITT Technical Institute
Duluth, GA01-2013
Associate Degree - Information Technology –Computer Network Systems
ITT Technical Institute
Duluth, GA06-2010
Skills
- Two state clearances
- Networking
- TCP/IP, LAN/WAN, IPX/SPX, FTP, SMTP, Samba Apache, VMWare
- Configure Cisco Routers and Switches
- Active Directory implementation
- DNS and DHCP Setup
- VLAN Configuration
- Troubleshoot Connectivity (ping, tracer, ip config)
- Network Systems Management
- Subnet Masking & IP Addressing
- Microsoft SQL
- Operating Systems
Installation, testing and troubleshooting of cabling
- Dell, HP, Panasonic, MAC
- Software
- Microsoft Word, Excel, PowerPoint, Access, Outlook, Visio, Sharepoint
- Install, configure and troubleshoot
- VMware
- Opera
- Security
- IS Risk Management and Intrusion Detection
- Fundamentals of Network Security, Firewalls and VPNs
- McAfee, Norton Anti-Virus, VIP
- SAP
- Help desk experience
- Remote desktop support
- Software installation
- Remote support
- Hardware troubleshooting
- Data backup and recovery
Timeline
Desktop Support Technician 2
Resource Logistics
05.2025 - 02.2026
Deskside Support Technician
Eplus / NSCORP
09.2024 - 05.2025
Help Desk Analyst / Field Refresh Technician
NTT DATA/ Atlanta, GA
06.2018 - 08.2021
Technical Support Representative
Kforce/ Home Depot/ Atlanta, GA
11.2015 - 01.2018
Associate Degree - Information Technology –Computer Network Systems
ITT Technical Institute
Bachelor of Science Degree - Information Technology
ITT Technical Institute