Sherwin Ramjohn
Ashland,MA
Summary
Highly motivated IT professional with 3 years of experience in helpdesk support, system administration, and IT training within large educational and healthcare environments. Proven ability to efficiently troubleshoot complex technical issues, provide excellent customer service, manage IT inventory, and develop comprehensive training materials. Seeking to leverage strong communication, problem-solving, and technical skills to contribute to a dynamic and innovative IT department.
Overview
5
5
years of professional experience
Work History
Junior IT Trainer
College of the Holy Cross
11.2024 - Current
- Developed and delivered new IT processes, comprehensive spreadsheets, and clear training instructions for students, student workers, and employees, enhancing departmental efficiency and knowledge transfer.
- Collaborated with team members to consult, document, and reassess outdated information, ensuring the accuracy and relevance of IT knowledge resources.
- Administered how to use AI training sessions and demonstrations to faculty and staff.
- Supported L1 and L2 Helpdesk team when necessary in managing tickets, troubleshooting, and resolving technical issues.
Level 1 IT Helpdesk Analyst
College of the Holy Cross
10.2022 - 11.2024
- Resolved over 2200 incidents by providing comprehensive in-person and remote Tier 1 and 2 technical support to a campus of over 5000 faculty, staff, and students, effectively resolving incoming customer support calls, emails, and tickets related to hardware, software, and network issues.
- Administered user accounts, executing critical functions such as unlocking locked users, performing password resets, and configuring required security settings via Google Admin, Active Directory, and Microsoft Entra.
- Installed and performed repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Tracked inventory of consumable goods and spare components to maintain readiness and documentation for when devices.
- Distributed and documented software licenses and educational software like Microsoft 365, Adobe, Matlab, SPSS, Maple.
- Mentored a team of 13 students workers teaching basic IT fundamentals and troubleshooting.
- Imaged and deployed computers and laptops via SCCM PXE-boot.
- Collaborated with Infrastructure Network and Security teams on necessary issues that arose.
- Provided active technical supported at off campus events like commencement graduation and board meetings.
IT Helpdesk Assistant Internship
Jewish HealthCare Center
12.2020 - 06.2021
- Provided L1 hardware and software support in a medical environment.
- Imaged and deployed devices to medical staff.
Education
Trade High School - IT
Worcester Technical High School
Worcester, MA06-2021
CompTia Net+ -
CompTia
Skills
- Active Directory
- Google Admin
- Microsoft Entra
- Solarwinds
- Jamf Macs
- ClearPass
- Workday
- AI Sandbox Tools
Timeline
Junior IT Trainer
College of the Holy Cross
11.2024 - Current
Level 1 IT Helpdesk Analyst
College of the Holy Cross
10.2022 - 11.2024
IT Helpdesk Assistant Internship
Jewish HealthCare Center
12.2020 - 06.2021
Trade High School - IT
Worcester Technical High School
CompTia Net+ -
CompTia