Treshawn Reed
Athena Information
Atlanta,GA
7
years of professional experience
Systems administrator with experience supporting Microsoft 365, Active Directory, endpoint management, and secure remote access across enterprise environments. Administers Jira, Confluence, SCCM, and BeyondTrust while improving 10+ processes across workflows, permissions, patching, and cross-team service stability. Connects infrastructure changes to user access, uptime, and cleaner operational processes.
Work History
Senior Infrastructure Field Technician
1 Year 2 Months- Resolve 10 - 20 connectivity incidents weekly across client sites by diagnosing switch, cabling, and endpoint issues.
- Perform onsite hardware replacements and upgrades for desktops, laptops, and peripherals to keep client environments current.
- Manage hardware and software inventory in Lansweeper for discovery, tracking, and reporting across assigned sites.
- Administer SCCM imaging, application deployment, and patch management to support reliable endpoint operations.
- Troubleshoot Microsoft Office and Adobe application issues, including configuration and licensing support for end users.
- Coordinate hardware, software, and service procurement while managing the full asset lifecycle from deployment to decommissioning.
IT Team Lead
1 Year 3 Months- Identified recurring HR, Finance, and Operations ticket patterns and engineered automation solutions that reduced manual effort by 30% and eliminated repeat issues.
- Implemented helpdesk process improvements that improved SLA compliance and reduced response times by 25% for support requests.
- Led enterprise IT support across cross-functional departments, coordinating escalations and resolving user issues with consistent service quality.
- Administered Jira, Confluence, and related add-ons, building workflows, security schemes, dashboards, and reports to support daily operations.
- Built a modern Jira Service Portal interface with Refined, improving navigation and strengthening end-user adoption.
- Managed Microsoft 365 services, user permissions, and secure collaboration across Exchange, Teams, SharePoint, and OneDrive.
- Collaborated with department leaders on upgrades, cloud migrations, vendor procurement, and staff mentoring to support scalable IT services.
Application Support Analyst
10 Months- Delivered onsite technical support for 500 employees, resolving desktop and application issues promptly.
- Performed root-cause analysis on backend integration issues, identifying permanent fixes for configuration, mapping, and workflow failures.
- Installed, configured, and maintained CCH Axcess and Engagement applications through ongoing configuration management.
- Prepared new computers and mobile devices according to internal standards for software and security deployment.
- Created and terminated user accounts from start to finish, granting permissions and supporting onboarding needs.
- Provided training to new customers and internal users, answering questions and reducing confusion during software adoption.
Service Desk Level 1
3 Months- Configured hardware, devices, and software to prepare employee workstations and support smooth day-one setup.
- Created user accounts and assigned permissions for new employees, supporting secure access to company systems.
- Installed new desktop systems and migrated data to replacement machines with minimal disruption to end users.
- Guided users through troubleshooting steps and explained solutions in clear terms to improve understanding.
- Diagnosed hardware, software, and network issues, collaborating with vendors to source replacement components and resolve advanced problems.
Help Desk Technician
8 Months- Patched software and installed updates to reduce security exposure and keep systems current.
- Monitored systems and troubleshot errors quickly to restore service and limit user disruption.
- Configured hardware access for new employees and supported onboarding with appropriate system permissions.
- Created support documentation that helped users resolve common questions without intervention.
- Explained technical issues clearly across phone, email, chat, and web conferencing to improve user understanding.
IT Service Desk 2
3 Months- Installed software, repaired hardware, and set up employee workstations for new and existing staff.
- Documented resolutions and troubleshooting steps to strengthen handoffs and future support consistency.
- Created users, groups, and permissions in Azure, Office 365, and Active Directory for new employees.
IT Technical Support Specialist
6 Months- Handled average of ten inbound phone calls to resolve support issues and provide remote troubleshooting across time zones.
- Provided Tier 1 desk-side support to non-technical users, translating issues into clear next steps and restoring functionality quickly.
- Documented troubleshooting steps and maintenance requests in support systems to strengthen future reference and knowledge base content.
- Collaborated with domestic and international support teams to escalate complex issues, research solutions, and improve resolution quality.
PC Technician Contractor
11 Months- Migrated and delivered 5 to 10 desktops and laptops per day, transferring applications and data for investment associates.
- Delivered onsite technical support for five-hundred employees, resolving desktop issues and guiding users through basic troubleshooting.
- Supported ServiceNow tickets with accurate, timely updates to meet service-level expectations and keep requests moving.
- Configured workstations, printers, and scanners by linking hardware, devices, and software for employee use.
- Used diagnostic tools to identify hardware failures, replace non-functional components, and restore system performance.
- Collaborated with technical and operations teams to complete requests, projects, and escalations across support workflows.
- Maintained hardware inventories by recording serial numbers, reviewing stock levels, and supporting parts availability.
IT Technician
9 Months- Tested 20 computer systems daily to isolate failures at the sub-assembly and component level.
- Repaired hardware and peripheral components after diagnosing failures and identifying replacement parts.
- Established and optimized network connections by installing cabling, wiring, and supporting devices.
- Removed malware and ransomware, then patched software to strengthen system security and protect data.
- Delivered network technology training to junior staff and end users, improving understanding and productivity.
- Resolved printer, copier, and workstation issues by probing user problems and configuring hardware, devices, and software.
Education
Bachelor of Science - Computer Science, Networking and Information Systems Security
Skills
Desktop support
Network diagnostics
User training
Asset lifecycle management
Jira administration
Microsoft Intune
Windows 11 deployment
Microsoft 365 administration
Microsoft Entra ID
Active Directory administrator
ServiceNow administration
Incident management
Problem management
Change management
Configuration management
Windows Server administration
Patch management
Group policy management
PowerShell scripting
Remote monitoring and management
Personal Information
Title: Jerome
Timeline
Senior Infrastructure Field Technician
Athena Information
08.2025 - CurrentRead More
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IT Technical Support Specialist
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California College
Bachelor of Science from Computer Science, Networking and Information Systems Security
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