XAVIER MADISON
Atlanta,GA
Summary
Ambitious Student Pursing bachelor’s degree majoring in Computer Science and Minor in Cybersecurity with Extensive knowledge of Windows Server operating system and experienced in troubleshooting and fixing network issues. Proven record of accomplishment of adhering to customer satisfaction standards. Completed support tickets responses, responded to emails, submitted bug reports, and modified applications and websites.
Overview
4
4
years of professional experience
Work History
IT Support Specialist
Fulton County Schools
South Fulton, GA
02.2023 - 03.2024
- Provided technical support to clients via phone, email, and remote access.
- Configured workstations, networks, servers and printers for end users.
- Created user accounts and configured settings in Active Directory.
- Installed software applications as requested by customers.
- Diagnosed system malfunctions and provided troubleshooting assistance.
- Trained new employees on the use of computer systems and programs.
- Resolved network connectivity issues with routers and switches.
- Performed regular maintenance checks on computer hardware components.
- Monitored system performance to ensure optimal operations.
- Implemented security measures to protect data from unauthorized access.
- Assisted colleagues with complex IT problems or inquiries.
- Developed procedures for installation, configuration and testing of IT products.
- Conducted research into software solutions to meet customer needs.
- Maintained an inventory of all IT equipment in the organization.
- Responded promptly to service requests from staff members.
- Coordinated with vendors for repairs or replacement of defective equipment.
- Ensured compliance with established policies regarding information security.
- Reviewed logs of system events for potential issues or threats.
- Tested hardware components prior to deployment in production environment.
- Deployed new versions of operating systems across multiple platforms.
- Evaluated existing applications for compatibility with new technologies.
- Installed and supported desktop software titles and add-ons.
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
Desktop Support Technician
Lexicon Technologies
Conyers, Georgia
07.2022 - 02.2023
- Provide technical support to K-12 schools in Henry and Clayton County School System
- Install, configure, monitor, troubleshoot and resolve hardware, software and network related issues on HP/Dell laptops, Mac devices, desktops, printers, smartboards, and cameras
- Assist and troubleshoot end-users via in-person, e-mail, phone, and chat using Teams
- Manage, create/delete user profiles and permissions using Active Directory and O365
- Use SCCM to enable security and deployment of devices, setting up enterprises as well as software distribution, endpoint protection, and patch management
- Respond to and resolve incident and bug reports using ServiceNow
- Manage upgrades in software and hardware in Windows 10
- Write training manuals and train computer users in how to use new hardware and software
- Construct, install, and test customized configurations based on various platforms and operating systems
- Collaborated with Technology team members to ensure efficient operation of the organization's desktop computing environment
- Ensured that desktop connections, i.e., network jacks are in proper working order in LAN/WAN environments
- Necessary, liaise with third-party support and PC equipment vendors.
IT Support Specialist
Purple Innovations LLC.
McDonough, Georgia
02.2020 - 06.2022
- Installed, diagnosed, and configured hardware, software, systems, networks, printers, scanners, laptops, and desktops
- Assist and troubleshoot in-person, remotely, e-mail, phone and messaging with end users and customers
- Monitoring and updating computer hardware, software, and system performance metrics
- Planned and execute maintenance upgrades in Windows 10
- Set up accounts for staff using Active Directory
- Maintained databases and ensuring system security
- Documented processes and performing diagnostic tests
- Investigated, diagnose, and solve computer software and hardware problems on laptops
- Respond to incident tickets using ServiceNow.
Education
Computer Science -
Fort Valley State University
05.2025
High School Diploma -
Southern Crescent Technical College
05.2021
High School Diploma -
Dutchtown High School
05.2021
Skills
- Technical Assistance
- Application Installations
- Troubleshooting And Diagnostics
- Instruction And Training
- Technical Equipment Inspection
- Technical Operations Optimization
- Operating System Management
- Configuration Management
- Technical Solution Analysis
- Hardware Upgrades
- Technical Background
- Helpdesk Operations
- Vulnerability Testing
- Call Management
- Support Services
- Helpdesk Call Support
- Data Collection
- Wireless Area Networking
- Patch Implementation
Timeline
IT Support Specialist
Fulton County Schools
02.2023 - 03.2024
Desktop Support Technician
Lexicon Technologies
07.2022 - 02.2023
IT Support Specialist
Purple Innovations LLC.
02.2020 - 06.2022
Computer Science -
Fort Valley State University
High School Diploma -
Southern Crescent Technical College
High School Diploma -
Dutchtown High School
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