Atlanta, Georgia, United States
With over 13 years of experience, including more than 9 years in the information technology industry, I have developed a strong foundation in technical support, system administration, and customer service. I’ve worked with a wide range of employees from new hires to executives, consistently applying critical thinking and problem-solving skills to resolve complex issues. My goal is to continue to learn and develop myself to move my career forward.
• Deliver front-line technical support and ensure the smooth operation of IT services. • Accurately log support requests, resolution steps, and outcomes in Jira Service Management. • Monitor IT systems to proactively identify and resolve potential issues. • Collaborate with the IT team to ensure efficient and coordinated support services.
• Provide helpdesk support across 23 locations with over 300+ users. • Completed Windows 10/11 and VOIP upgrade company-wide. • Create and update knowledge base issues to improve user effectiveness. • Closed 1,999 helpdesk tickets, averaging 400 tickets closed per year. • Offer Level 1, 2, and 3 support, addressing complex technical issues in a timely manner. • Document, maintain, and upgrade or replace hardware and software systems. • Manage user accounts, including creation, modification, and deactivation with Active Directory. • Communicate effectively with other professional and support staff to achieve positive customer outcomes.
• Logged and tracked in detail all communication with candidates and clients. • Trained and mentored new hires on current software’s and new program suits. • Brought in additional clients and established new relationships with multiple business units. • Attend conferences, seminars, and forums to gain market knowledge. • Developed and negotiated contract for new and current clients. • Ran client meetings for business development. • IT support • IT hardware support • Setup user workstations • Update Software • Network PC / Printers • Ordered new PC’s and hardware
• Qualified experience, education, certification, transition between positions, references and more. • Placed multiple candidates in Junior Level to Senior Executive in Contract/Permanent. • Conduct face to face meetings to gain more in-depth knowledge of candidates and clients. • Setup several stages of interview processes, flights, and accommodation. • Work with contractor to ensure compliance.
• Supported Activant Prelude ERP and managed 3rd party software applications (MITS, PSS). • Developed training materials and conducted webinars to enhance employee knowledge. • Created and executed company-wide reports for executive leadership. • Assisted IT Manager and Network Admin with system upgrades and user profile management. • Supported helpdesk operations and troubleshot hardware and software issues. • Provided backup network support and managed daily server processes. • Trained new employees on various software platforms.
• Updated operating systems and resolved virus/malware issues. • Assisted with hardware/software replacements and repairs. • Managed server maintenance and reorganized of network infrastructure. • Provided support to employees, addressing technical inquiries and issues. • Performed data input and maintained accurate user records.