Tyrin Pearson
Baltimore,MD
Summary
Experienced and knowledgeable Information Technology Professional seeking an opportunity to utilize the training and acquired skills within a Help Desk/IT support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. Able to identify and resolve technical issues and concerns. Have excellent communication and presentation skills. SUMMARY OF QUALIFICATIONS: Strong communication, interpersonal, and leadership skills. Continuously projects a polished professional image. Highly trustworthy, ethical, and discreet; committed to superior customer service. Goal-oriented, analytical thinker. Excels at developing strong relationships with superiors, coworkers, and clients. A self-motivated learner who adapts quickly to new learning environments.
Overview
7
7
years of professional experience
Work History
Cigna Health, O
01.2020 - Current
- Provides technical support to customers for desktop, laptop, mobile, audio and other peripheral devices
- Installs, configures, maintains and upgrade devices and software
- Diagnose, troubleshoot and resolve hardware, software and networking problems
- Escalate issues as needed
- Set up user accounts, regulating and monitoring file access to ensure confidentiality and proper use
- Identify malfunctioning or damaged PC components, and repair or replace as needed
- Work with PC vendors to identify and replace components under warranty
- Trains users on software applications
- Responsible for documenting and updating all customer correspondence and relevant internal information in support tickets via ticketing system
- Maintain another building Inventory and Staff
- Work with CompuCom to service Lenovo and other products
Med Star Health Hospitals
09.2019 - 01.2020
- Windows 10 Deployment Technian)
- Deployment pc to different areas and floors inside the hospital
- Imagine 10 to 100 laptops, desktops a day
- Go to remotes sites to deploy equipment
- Also install essential applications
- Citrix
- Medconnent
- Imprava through “Tap N Go”
- Serta VPN
- Invision
- Peribirth
- Dragon Mic
- Erad Viewer
- PACS Enterprise
- Also assist tech with tickets and equipment moves
- Decommission equipment once swap out with a new machine
Social Security Administrative
Emergent Bio Solutions
06.2019 - 08.2019
- Desktop Technian)
- Active Directory
- Push out software remote to customers
- Update customer profiles with their cell phone and desk phone numbers
- Update customer profiles with correct network drive locations
- Update terminated user profiles to disable
- Update contractor’s profiles to 3 month expansion with supervisor approval
- Use service now to complete tickets assigned to me and to retire old equipment
- Daily checks on the printers for service if needed and supplies if needed
- Daily checks to make sure conference rooms were working
- Configure printers to use static IP addresses
- Use Microsoft teams to collaborate with other coworkers
- Check servers during power outage to make sure back up power was working
Help desk specialist / Tech Lead
02.2017 - 06.2019
- Answers call in a high volume call center and approximate 50 – 500 or more calls
- Use BOMGAR, WS-Info, Skype for business as remote tools
- Use CAPRS to document each call and escalate as needed
- Use the KM article library when needed
- Search and assist POC with existing tickets
- Call center of 70 employees and 4 managers
- Fix issues related to ESSO, Mainframe/PCOM, Active Directory, Servers & Printers, and variety of more
- Knowledge in Microsoft Office 2010, 2013, 2016
- Dell certified
- Windows OS
- Windows 10
- Windows 10 installation and checklist on programs that need to be reinstalled
- Assist with file explorer crashing in Windows 10
- Also explain the start menu and tiles to end users
- Set up One drive to match Office 365 and users server account address
- Windows 7
- Reconfigure network drives using POC active directory server address
- Reset windows scheme and background to reduce ram usage
- Outlook
- Rebuild users PST and make sure matches the site server
- Recover OST files and re-add to outlook
- Assign users finding add ins
- O365
- Install and configure the multiple accounts
- Guide users on how to use it
- Active Directory
- Verify POC has the correct groups to telework
- Assist with unlocking the account and changing passwords
- Also verify correct local drive path then assisted mapping and double checking all files
Education
Information Technology Certificate - Information Technology
Baltimore City Community College
Baltimore, MD2015
Benjamin Franklin High School
Cambria, St Brooklyn Park, Heights, MD2013
Skills
- TECHNICAL SKILLS:
- Help Desk Troubleshooting Skills:
- LAN/WAN support, resolving registry errors, configuring DHCP, DNS, Default Gateways, installing USB/Ethernet adapters, configuring email clients, (Outlook, Outlook for MAC), IMAP, TCP/IP, Internet Explorer, Firefox, Google Chrome and other email clients
- Software applications: Windows 7, Windows 8 , ,MS Office Suite Access, Excel, Word, PowerPoint, Outlook, Microsoft Word, Excel, PowerPoint, Visio, Project, Outlook
- Hardware: Computer assembling, assembling and deployment as well as configuring desktops and laptops
- Others: Audio equipment, Audio/visual Support, Skype, Skype for Business and Adobe Connect
- Google Drive
- Public Speaking
- Multitasking Abilities
- Analytical Thinking
- Team Building
- Teamwork and Collaboration
- Inventory management
Timeline
Cigna Health, O
01.2020 - Current
Med Star Health Hospitals
09.2019 - 01.2020
Social Security Administrative
Emergent Bio Solutions
06.2019 - 08.2019
Help desk specialist / Tech Lead
02.2017 - 06.2019
Information Technology Certificate - Information Technology
Baltimore City Community College
Benjamin Franklin High School
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