Sydney Miller
Dorchester,MA
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Milton Public Schools
05.2024 - Current
- Create user accounts and manage access
- Updating hardware and software packages
- Installing computer and network systems
- Delivered Tier 1 technical support to customer end users, including fielding escalated issues and diagnosing hardware and software configuration problems
- Performed installation of PC, laptops, Access Points, Switches, UPS Systems, Phone systems and printers,which included managing hardware configurations and software updates
- Troubleshoot IP connectivity and network performance, minimizing vulnerabilities and improving network performance
- Ensure system security and reliability by maintaining device configurations/backups and network monitoring tools
- Provided user training on computer and network usage
- Researched and resolved technical issues
IT Support Specialist
Randolph Public Schools
06.2023 - 05.2024
- Troubleshoot and resolve software, hardware, and connectivity issues while delivering technical training on hardware/software to end-users
- Provide clients with information on available upgrades and troubleshooting computer-related problems for internal and external clients
- Administer all aspects of active directory group policy, such as creating and managing end-user accounts using active directory
- Conduct troubleshooting to resolve IT-related application issues for the entire school district
- Installed, configured phones and copy printers
- Utilized cloud storage such as OneDrive, Google Drive, and Microsoft 365
- Troubleshooting from Mac OS and Windows computers
- Hardware, software, and network connectivity
Biohazard Material Handler
Triumvirate Environmental
06.2021 - 08.2023
- Packed items into appropriate containers for shipment.
- Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
- Kept storage areas organized, clean, and secure to fully protect company assets.
- Reduced spill incidents by providing comprehensive training on emergency response procedures to fellow employees.
- Conducted thorough research on new materials entering the facility, staying informed about their potential hazards and appropriate handling methods.
Lead Transportation Officer
Transportation Security Administration
06.2013 - 12.2020
- Trained and coached new on the job trainees, develop written documentation on process and coaching of others and of training needs, also noted possible security issues and performed additional reviews.
- Communicated with passengers regarding new procedural changes, and adjustments and utilized windows operating system, to access the helpdesk for passengers submitting lost items for inventory.
- Created a data flow worksheet to develop a faster process for processing selected passengers, with manager approval and developed baseline data which includes identifying flight destinations, understanding the anticipated composition of travelers associated with the flights, behaviors to be expected, and deviations from those behaviors
- Examined passports/other IDs to determine status of citizens leaving the state or country
- Ensured thorough checks on baggage and persons to avoid unauthorized material entry
- Relayed potential security incidents to supervisors and management, to prevent potential emergency situations
Education
Some college - Criminal Justice
Roxbury community college
Boston, ma01.2013
High school diploma -
Arroyo High school
san lorenzo, Ca06.2008
Skills
- Network Maintenance
- Hardware/Software Installation
- System Administration
- Problem Solving
- Customer Service
- Technical troubleshooting
- Remote support
- Ticket management
- Systems analysis
- User credential management
- Staff education and training
- Hardware upgrades
Certification
- Certified Google IT Support Professional Certificate, 10/01/23
- Certified Google Cybersecurity Professional Certificate, 04/24/24
- Certified Microsoft Cloud Support Associate Professional Certificate, 09/01/24
Timeline
IT Support Specialist
Milton Public Schools
05.2024 - Current
IT Support Specialist
Randolph Public Schools
06.2023 - 05.2024
Biohazard Material Handler
Triumvirate Environmental
06.2021 - 08.2023
Lead Transportation Officer
Transportation Security Administration
06.2013 - 12.2020
High school diploma -
Arroyo High school
Some college - Criminal Justice
Roxbury community college
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