STEPHANIE MCDONALD
Bluefield
Summary
Professional with extensive experience in cross-functional collaboration and team management. Proven IT specialist with a strong background in diverse roles, delivering exceptional technical support and optimizing IT operations. Skilled in troubleshooting complex hardware and software issues, managing IT infrastructure, and providing strategic support for critical applications. Committed to customer satisfaction and service excellence, with a degree in Computer Science, seeking opportunities in IT and support specialist roles.
Overview
6
6
years of professional experience
Work History
Graphic Designer
Bluefield State University
Bluefield
2024.09 - Current
- Created event graphics for social media and campus-wide advertisements.
- Collaborated with Social Media Manager to ensure timely submission of promotional materials.
- Assisted Party Planner in designing themed decorations for events.
- Partnered with Photographer/Videographer to integrate event footage into promotional content.
- Participated actively in all phases of event execution from promotion to conclusion.
Junior Knowledge Specialist
ConnectWise Inc
Bluefield
2022.10 - 2023.03
- Created and edited knowledge base articles for ConnectWise partners, ensuring information accuracy and clarity.
- Maintained and updated existing content to reflect current practices and solutions.
- Collaborated with senior knowledge specialists to enhance knowledge base quality and participate in cross-functional projects.
- Developed proficiency in IT systems and applications commonly utilized within the organization.
- Engaged with partners and end users to provide support through phone, ticketing system, and chat.
Application Support Specialist II
Intuit Inc
Bluefield
2021.11 - 2022.04
- Acquired in-depth knowledge of IT systems and applications within Intuit's product ecosystem.
- Provided exceptional customer service, ensuring clear communication of technical information to non-technical users.
- Monitored and analyzed incoming issues via Slack, identifying trends and solving problems independently.
- Collaborated with cross-functional teams on Slack to resolve and close aging tickets efficiently.
- Escalated systemic outages to Incident Management Team, advocating for timely resolutions.
IT Support Technician
Erma Byrd Higher Education Center
Beaver
2021.04 - 2021.08
- Delivered IT services by assisting faculty and staff in technology integration within classrooms.
- Diagnosed and resolved issues with computers, networks, and software across Windows, macOS, and Linux.
- Applied networking concepts including TCP/IP, DNS, DHCP, and VPN for troubleshooting peripherals.
- Provided technical support via phone, email, or in-person while communicating clearly with nontechnical users.
- Implemented IT security policies for user access controls and data protection measures.
- Ensured compliance with organizational policies and regulatory requirements for IT operations.
- Assembled equipment for employee use, ensuring proper installation of cables and software.
- Conducted routine maintenance tasks including software updates and system patches to maintain security.
Help Desk Technician
New River Community and Technical College
Beaver
2019.02 - 2021.08
- Delivered first-line technical support by troubleshooting hardware, software, and network issues.
- Answered customer inquiries via phone, maintaining professionalism and friendliness.
- Performed routine maintenance tasks including software updates, system patches, and antivirus installations.
- Managed installation of workstations, laptops, and printers per service request tickets.
- Logged and updated project status in support ticketing systems for accurate tracking.
- Implemented IT security policies to enhance user access controls and data protection.
- Conducted computer diagnostics to identify and resolve technical problems efficiently.
- Adapted to multiple priorities within a fast-paced retail environment.
Education
Bachelor of Science - Computer Science
Bluefield State University
Bluefield, WV12.2024
Associate of Applied Science - Computer Science
New River Community and Technical College
Beckley, WV05.2021
Skills
- Database management
- Technical troubleshooting
- Customer service
- Project management
- Adobe Photoshop, Canva, and InDesign
- Network troubleshooting
- Problem solving
- User training
- Software deployment management
- Hardware installation
- Desktop technical support
- Helpdesk services
- Remote support
- Debugging
- Ticketing systems: Zendesk, Spiceworks, Salesforce, and ServiceNow
- Teamwork and collaboration
- Equipment Repair
- Windows OS and macOS
- Phishing awareness training
- Penetration testing skills
- Wireless network security
- IT infrastructure knowledge
- Programming languages: JavaScript, SQL, HTML, and CSS
- Mobile security
- Active Directory
References
- Aundrea Eatmon, Junior Knowledge Specialist, Connectwise Inc., Louisburg, NC, (919) 495-8355
- Ashli Zimmerman, National Account Manager, Catapult Solutions Group, Dallas, TX, (469) 281-9229
- Colton Henderson, Expert Desk Analyst, Intuit Inc., Blacksburg, VA, (540) 818-7037
- Gary Davis, Help Desk Manager, New River Community and Technical College, Lewisburg, WV, (304) 883-2427
- Lisa Moten, Director, Erma Byrd Higher Education Center and Allied Health Wing, Beaver, WV, (304) 256-0220, ext. 227
Affiliations
- Graphic Designer for the Campus activities board from Fall 2024 to Spring 2025 at Bluefield State University
- Treasurer of the Computer Society from Fall 2023 to Spring 2024 at Bluefield State University
- Vice President of the Computer Society from Fall 2024 to Spring 2025 at Bluefield State University
Timeline
Graphic Designer
Bluefield State University
2024.09 - Current
Junior Knowledge Specialist
ConnectWise Inc
2022.10 - 2023.03
Application Support Specialist II
Intuit Inc
2021.11 - 2022.04
IT Support Technician
Erma Byrd Higher Education Center
2021.04 - 2021.08
Help Desk Technician
New River Community and Technical College
2019.02 - 2021.08
Bachelor of Science - Computer Science
Bluefield State University
Associate of Applied Science - Computer Science
New River Community and Technical College