Taylor Pitts
Tulsa,OK
Summary
I am an ambitious, hardworking individual, and am ready to take the next step in achieving my career goals. I have led a team of 6, while also serving as the escalation point for technical and client related issues. I thrive in team-based or individually motivated environments and have valuable experience and knowledge with leading a team, managing a helpdesk, and doing what it takes to keep operations moving. Thank you for this opportunity to apply for this position with your company. I believe I could be a great asset to your team and hope you will consider me for this position.
Overview
4
4
years of professional experience
Work History
IT Administrator
Adept Patriot Services
03.2024 - Current
- Responsible for end user support both in-person and remote for three separate offices totaling 40 people
- Implemented White Label Communications VoIP solution
- Designing and offering solutions to resolve chief complaints utilizing IT
- Setup and maintain multiple MFP printers
- Complete user creations and terminations
- Navigate the entire O365 admin portal for all applications
- Helped implement, and now maintain SimPro, a CRM application
- Setup and maintain the Paxton Net2 Access Control software, as well as create and disable users along with their access fobs and keycards
- Maintain Active Directory, including creating and disabling users as well as their memberships
- Maintaining GPOs and creating Shared Drives
- Troubleshooting and resolving a variety of different technical issues whether it be hardware or software related
- Perform any other duties as needed and assigned.
Support Desk Lead
Nomerel, LLC.
04.2022 - 01.2024
- Ensure the Tier 1 agents are following SOP, and the appropriate SLAs are being met or exceeded
- Also, provide remediation, education, and take enforcement actions
- Oversee the Tier 1, 2, and 3 ticket boards to ensure tickets are being handled accordingly, and in a timely manner
- Act as an escalation point for Tier 1 agents and issues before escalating to Tier 2/3
- Part of the team that designed and implemented the new ticketing system (NinjaOne)
- Manage and administer multiple toolsets to complete tasks: Pax8, ConnectWise, IT Glue, O365 applications and admin portal, Ninja One, Barracuda, Graphus, Meraki Dashboard, and SkySwitch (CoreDial)
- Act as the admin for the Breach Secure Now product, implementing the product and working directly with clients to ensure they understand the product and being the point of contact for any issues
- Proactively work to identify opportunities for improvement to the policies and procedures in place to increase productivity across the Helpdesk
- Assist, as needed, with the discovery, planning, and implementation of projects and onboarding new clients
- Prepare and support the Helpdesk and client through the transition from onboarding to ongoing support
- Create and maintain an inventory of all fixed assets (as defined by F&A) for the Helpdesk
- Assist in the creation, and propagation of the work culture with an emphasis on positivity, honesty, integrity, and kindness to the clients, the company, and fellow co-workers
- Balance and prioritize multiple deliverables at one time in a professional and systematic way
- Provide leadership and guidance for Helpdesk personnel and assist in reaching company and personal goals
- Act as a direct escalation\resolution point for clients 24/7, if they have any technical needs or have any questions\comments\concerns regarding the helpdesk and services provided
- Work directly with clients to understand their needs as a company and discover how technology can best serve them
- Assist with the selection process of new applications, along with the interview and hiring process for all new Tier 1 and Tier 2 Helpdesk employees
- Assist with creating and implementing tools to improve Helpdesk operations and service delivery to the clients
- Perform any other duties as needed and assigned.
Support Desk Technician
Nomerel, LLC.
11.2021 - 04.2022
- Answered incoming calls from clients and assisted them in a timely efficient manner, escalating as needed
- For example, some of the issues\requests from clients would be: User account creations\terminations (both AD and Azure environments), installing\updating\removing software, resolving O365 application issues, printer and phone problems, networking issues, spam filter issues, and VPN connectivity
- Ensured the proper SLAs and SOPs were followed and metrics were met according to company guidelines
- Navigated multiple toolsets to complete tasks: Pax8, ConnectWise, IT Glue, O365 applications and admin portal, Ninja One, Barracuda, Graphus, Meraki Dashboard, and SkySwitch (CoreDial)
- Kept up with the Tier 1 ticket board and worked\resolved email tickets, in the same timely efficient manner, in between taking calls
- Assisted other Tier 1 technicians as possible with issues I could help resolve
- Created documentation and walkthroughs on issues I figured out how to resolve to upload to our knowledge base
- Worked alongside the Tier 2 and 3 technicians and assisted with client communication as needed\requested
- Performed any other duties as needed and assigned.
MIS Operations & Support Technician
National American Insurance Company
08.2020 - 11.2021
- Created new accounts, reset passwords, and configured access to servers and file management software for users
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Assisted customers with various types of technical issues via email, in-person, and by telephone
- Assisted in implementing and managing the Citrix Environment
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices
- Administered and managed KnowBe4 Security Training for all personnel
- Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
- Managed user profiles, security access and shared file structures
- Administered and managed Adobe Pro licenses for all personnel
- Disassembled computer systems to troubleshoot and resolve hardware issues
- Delivered local and remote Tier 1-2 IT support for hardware and software to company personnel
- Performed any other duties as needed and assigned.
Education
Bachelor of Science in Information Technology with a Concentration in Business Management for IT -
Southern New Hampshire University
Manchester, NH11.2024
Associate of Applied Science in Information Technology -
Oklahoma State University Institute of Technology
Okmulgee, OK09.2020
Skills
- Leadership and mentoring
- Time management
- Problem resolution
- Stake holder interaction and communication
- Attention to detail
- Prioritization
- Cyber Security
- Document management
- Policy and Procedure implementation/improvement
- VoIP System Administration
- Technical issue analysis
- Ticketing System management and administration
- Microsoft 365 Portal Administration
- Domain Administration
- Windows OS
- Systems implementation
- Helpdesk and Desktop Support
- Call Center Operations
- Troubleshooting and diagnostics for hardware and software
- Application installations
- Hardware updates/upgrades
- Microsoft Office 365 applications
- Active Directory Users and Computers
- Remote Support
- Call Center Operations
- Troubleshooting and diagnostics for hardware and software
- Application installations
- Hardware updates/upgrades
- Microsoft Office 365 applications
- Active Directory Users and Computers
References
References available upon request.
Timeline
IT Administrator
Adept Patriot Services
03.2024 - Current
Support Desk Lead
Nomerel, LLC.
04.2022 - 01.2024
Support Desk Technician
Nomerel, LLC.
11.2021 - 04.2022
MIS Operations & Support Technician
National American Insurance Company
08.2020 - 11.2021
Bachelor of Science in Information Technology with a Concentration in Business Management for IT -
Southern New Hampshire University
Associate of Applied Science in Information Technology -
Oklahoma State University Institute of Technology
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