Tonya D. Brookins
Owings Mills,MD
Summary
Highly motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Administrator I
Catholic Relief Services, CRS
Baltimore, MD
06.2019 - Current
- Installed, configured, and maintained hardware such as servers, computers, and printers.
- Provided technical support for users with complex IT issues.
- Resolved software-related issues by performing troubleshooting steps or escalating them to vendors for resolution.
- Provided technical guidance to staff members regarding best practices in IT operations.
- Performed periodic maintenance tasks such as disk defragmentation and virus scanning.
- Assisted customers in setting up new devices and transferring data from old to new devices.
- Maintained inventory of all product accessories including chargers and cases that were available for purchase in store or online.
- Diagnosed software issues on mobile devices using troubleshooting techniques.
IT Service Desk Analyst
Pro-Sphere Tek, Inc.
Alexandria, VA
05.2018 - 04.2019
- Maintained customer records in ticketing system, documenting all interactions with customers.
- Assisted users in resolving technical problems by following standard procedures and escalating unresolved issues to the appropriate IT teams.
- Created knowledge base articles for frequently asked questions about services offered by the IT Service Desk team.
Education
Bachelor of Science - Computer Science
Coppin State University
Baltimore, MD06-1999
Skills
- Remote Support
- Software Installation
- Mobile Device Management
- Hardware Troubleshooting
- User Support
- Technical Troubleshooting
Certification
- CompTIA A+
- CompNetwork+
Technical Skills
- Microsoft Office 365
- Remote Software (TeamViewer, LogMeInRescue)
- Service, Remedy
Timeline
IT Administrator I
Catholic Relief Services, CRS
06.2019 - Current
IT Service Desk Analyst
Pro-Sphere Tek, Inc.
05.2018 - 04.2019
Bachelor of Science - Computer Science
Coppin State University
- CompTIA A+
- CompNetwork+
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