Victoria Easom
Acworth,GA
Summary
Efficient Technical Writer with 5 years of experience. Extensive understanding of technical research and updating records. Adept at distribution and adaptation to audiences.
Overview
6
6
years of professional experience
Work History
IT Consultant
Harvest Networks
09.2021 - Current
- Planned and developed interfaces that simplified overall management and offered ease of use.
- Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
- Led and assisted technical documentation projects for clients by working as a Hudu administrator
- Image and deploy workstations and servers for clients, implementing security controls as necessary
- Provide Tier I and Tier II support for Windows and Mac
- Communicate with clients via ticket-based help desk system (Freshdesk), email, phone, and in person
- Developed and implemented policies, procedures, training and development for resource administration, appropriate use and disaster recovery.
IT Support Professional II
Georgia Tech Research Institute
09.2019 - 05.2021
- Image and deploy workstations and servers for clients, implementing security controls as necessary
- Provide Tier I and Tier II support for Windows, Mac, and Linux/Unix users
- Communicate with clients via ticket-based help desk system, email, phone, and in person
- Fog, build, and encrypt both laptops and desktops in compliance with the Cybersecurity Maturity Model Certification
- Work in data centers and networking closets dealing with server and networking equipment installation, configuration, and maintenance
- Manage Active Directory services
- Process and maintain stock, shipments, and assets of SEAL IT Department
- Work as admin in Crashplan to ensure all SEAL systems are reporting back to the server.
IT Staff Support Contractor
Chick-Fil-A
01.2018 - 09.2019
- Image and deploy workstations and servers for clients, implementing security controls as necessary
- Real time ticket entry by utilizing, monitoring and managing our service desk system
- Quickly diagnosed cause of failures and system malfunctions to ensure highest operation efficiencies, reliability, and quality performance standards
- Performed or assisted in the development, implementation, support, and documentation of new existing technology solutions
- Assisted in the delivery of services as it relates to installation, configuration, and troubleshooting of computer systems, printers, and network connectivity
- Escalation of various problem tickets and tasks to Tier I and II teams.
Education
B.S. in Information Technology - Information Assurance and Security
Kennesaw State University
12.2017
Skills
- Requirements Analysis and Design Phases
- Information Technology Infrastructure
- Systems Architecture Analysis
- Multi-Site Hardware Deployment
- User Support
- Project Coordination
- Equipment Procurement
- Security Planning
- Project Management
Skills
Helpdesk ticketing systems (JIRA ServiceDesk, Service Now, Freshdesk)
Timeline
IT Consultant
Harvest Networks
09.2021 - Current
IT Support Professional II
Georgia Tech Research Institute
09.2019 - 05.2021
IT Staff Support Contractor
Chick-Fil-A
01.2018 - 09.2019
B.S. in Information Technology - Information Assurance and Security
Kennesaw State University
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