SOPHIA FREEMAN
Canonsburg,PA
Summary
Results-driven professional with over ten years of experience in customer service, including six years in management and six years in IT support. High honors graduate in IT, equipped with practical knowledge of current technologies. Experienced in help desk management and technical support strategies, utilizing effective troubleshooting methods to resolve complex issues efficiently. Proven track record of building cohesive teams and fostering a customer-centric approach. Seeking a position in a dynamic company that offers growth opportunities in the IT industry.
Overview
15
15
years of professional experience
Work History
Help Desk Manager
South Fayette School District
03.2023 - Current
- Manage technology assistants with staff, student, and parent hardware technology issues
- Supervise and evaluate the performance of the Technology Assistants
- Recommend the hiring, transfer, suspension, discharge, reward or discipline of the Technology Assistants
- Manage district Helpdesk system and assign necessary tickets and other duties to Information Technology employees
- Manage and deploy Casper JAMF suite for all district wide Apple devices, as well as Microsoft Intune for Windows devices
- Installs, supports, and maintains all computers, printers, and peripherals district wide including print management software
- Create, develop, and deploy Windows and Mac images district wide
- Record, track, and document the support requests problem-solving process, including successful and unsuccessful decisions made, and actions taken, through to the final resolution and communication process
- Exercise and use discretion in enforcing district technology procedures and policies relating to new software and/or hardware and staff technology use and address misuse
- Support special education departments, including Title III on the technology software support of students in the district as well as outside placement
- Maintain an accurate and complete district hardware inventory
- Review inventory with the Director of Technology to assure campus wide unity
District Technology Assistant
South Fayette School District
06.2019 - 03.2023
- Help desk ticket resolution and general troubleshooting; workstation operating system and application installations, configuration, and deployment; supporting 1:1 device initiative across the district
- Workstation imaging
- Troubleshooting network devices and printers
- Software installation and configuration
- Hardware and software support, laptop repair and maintenance
- Windows 11, Windows 10, Google Workspace apps, MacOS and iOS, Adobe, Active Directory support and troubleshooting
- Provided on-site and off-site support for four locations with more than 3000 end users in a school district environment
IT Department Intern/ IT Specialist
Questeq-Moon Area School District
03.2019 - 06.2019
- Help desk ticket resolution including password resets, general troubleshooting, mapping network drives and printers; workstation and other electronic device installations, configuration, and deployment; supporting 1:1 device initiative at the high school
- Workstation imaging
- Troubleshooting network devices and printers
- Software installation and configuration
- Hardware and software support, laptop repair and maintenance
- Windows Operating Systems 7, 8 and 10, Office 365, OneDrive, Adobe, Promethean, Active Directory support and troubleshooting
- Provided on-site and off-site support for seven locations with more than 3000 end users in a school district environment
Lead Store Consultant
FedEx Office
10.2018 - 01.2019
Assistant Store Manager
Chapel Hats
11.2017 - 03.2018
Merchandiser
Driveline Retail Merchandising
01.2016 - 08.2017
Library Student Worker
Pittsburgh Technical College
04.2016 - 01.2017
Store Manager
Dollar General
05.2013 - 01.2016
Electronics Manager
Kmart
04.2010 - 04.2012
- Electronic merchandise specialist
- Sales representative
- Department management
Education
Associate in Science Degree - Information Technology, Network Security and Computer Forensics
04.2017
GPA: 4.0
Skills
Coursework
Desktop Operating Systems, Networking, Hardware Technology, Network Operating Systems, Database Development, Information Security, Server Applications, Digital Forensics, Information System Auditing, Ethical Hacking, Regulatory Compliance
Operating Systems
Windows Server 2008, Windows Server 2012, Windows Server 2016, Windows 11, Windows 10, Windows 81, Windows 7, Linux (Ubuntu, Fedora, Kali), MacOS, iOS
Application Software/ Utilities
Microsoft Office, Microsoft 365, Adobe, Forensic Toolkit, Promethean, ProDiscover, Wireshark, VPN, DHCP, DNS, Active Directory, SQL Server 2012, Backup Exec, Windows Server Backup, VMware, PowerShell, Windows Command Prompt, PuTTY, Jamf, Google Workspace apps
Skills
Problem-solving abilities, Attention to Detail, Multitasking, Network Security, End-user support, Ticketing system proficiency, Remote Support, Ticket management
Accomplishments
- High Honors Achievement, quarterly
- Perfect Attendance Achievement for 1st, 2nd, and 3rd quarters
- Outstanding Student Nomination for 1st, 2nd, and 3rd quarters
- Presidential Achievement for overall 4.0, Pittsburgh Technical College
- Google Educator Level 1 Certification
- Apple Teacher Certification
Timeline
Help Desk Manager - South Fayette School District
03.2023 - Current
District Technology Assistant - South Fayette School District
06.2019 - 03.2023
IT Department Intern/ IT Specialist - Questeq-Moon Area School District
03.2019 - 06.2019
Lead Store Consultant - FedEx Office
10.2018 - 01.2019
Assistant Store Manager - Chapel Hats
11.2017 - 03.2018
Library Student Worker - Pittsburgh Technical College
04.2016 - 01.2017
Merchandiser - Driveline Retail Merchandising
01.2016 - 08.2017
Store Manager - Dollar General
05.2013 - 01.2016
Electronics Manager - Kmart
04.2010 - 04.2012
Pittsburgh Technical College - Associate in Science Degree, Information Technology, Network Security and Computer Forensics
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