Symone Phillip
Watchung,NJ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
IT Help Desk Specialist
Black Box Corporation
08.2023 - Current
- Computer security incident response team
- Responsible for raising tickets and assigning them to appropriate 3rd party vendor in Ivanti ticketing system
- Tier 1/Level 1 IT Service Desk ownership of Incident, monitoring, tracking, and communication
- Recording, Detection, and detailing of issues with equipment throughout Newark International Airport Terminal A Operations Control
- Routing of Incident to support groups following unsuccessful resolution at 1st Level of response
- Answer inbound calls, emails, chats, and in-person requests for technical support promptly and professionally
- Provide initial troubleshooting and gather relevant information to understand the nature of the technical problem
- Identify, research, and resolve technical support promptly and professionally
- Apply problem-solving skills to analyze issues and implement effective solutions
- Maintain and assist managers and supervisors with accurate records of reported issues and their status
- Prepare, review, and schedule airport operations service requests and incident resolutions
- Provide support for management by coordinating and preparing reports associated with airport operations.
- Developed strong client relationships through consistent communication and attentive service.
- Followed all company policies and procedures to deliver quality work.
Computer Lab Teacher
Newark Public Library Main Branch
01.2021 - 06.2023
- Designed and implemented dynamic curriculum tailored to the needs and skill levels of students, integrating technology into lesson plans to enhance learning outcomes
- Instructed students on fundamental computer skills, software applications, coding, and internet safety, fostering digital literacy and proficiency
- Provided individualized support and guidance to students, addressing their diverse learning needs and encouraging creativity and critical thinking
- Managed computer lab resources, including software, hardware, and peripherals, ensuring optimal functionality and maintenance
- Collaborated with fellow teachers to incorporate technology into cross-curricular activities and projects, promoting interdisciplinary learning opportunities.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Planned and implemented curriculum to teach up-to-date technology to 10 clients per day.
Student Help Desk Technician
Fairleigh Dickinson University
10.2017 - 05.2021
- Provide networking/desktop support and assist with common tools such as online learning software, email, Microsoft programs, Adobe programs, calendar applications, Google programs
- Perform basic computer troubleshooting and printer maintenance
- Ensure proper permissions are granted based on user roles and responsibilities
- Support and troubleshoot hardware on various equipment such as scanners, copiers, printers, monitors, and other peripherals
- Provide hardware support for PCs and laptops, including installing replacement hardware and upgrading existing hardware.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Managed approximately 30 incoming calls, emails, and incidents per day from students and faculty.
Education
Bachelor of Science - Information Technology
Fairleigh Dickinson University
Teaneck, NJ05.2021
High School Diploma -
Saint Vincent Academy
Newark, NJ06.2016
Skills
- Technical Support
- Troubleshooting
- Customer Service
- Communication and Collaboration
- Problem-Solving
- Attention to Detail
- Ticketing Systems
- Hardware Support
- Software Support
- Operating Systems (Windows, Mac OS X)
- Microsoft Office 365
- Remote Support
- Digital Literacy
- Information Security
- Documentation
- Incident Management
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Adobe
- Google programs
- Administrative support
- Data entry
- Meeting coordination
- File management
Extracurricular Activities
Internet Computing Core Certification Northstar Digital Literacy Certifications Rutgers' Future Business and Computer Rutgers Accounting Career Awareness Equal Opportunity Fund program
Timeline
IT Help Desk Specialist
Black Box Corporation
08.2023 - Current
Computer Lab Teacher
Newark Public Library Main Branch
01.2021 - 06.2023
Student Help Desk Technician
Fairleigh Dickinson University
10.2017 - 05.2021
Bachelor of Science - Information Technology
Fairleigh Dickinson University
High School Diploma -
Saint Vincent Academy
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