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 Candidate's Name
PHONE NUMBER AVAILABLEEMAIL AVAILABLE   SUMMARY
Experienced IT professional adept at providing comprehensive technical support to students, staff, and faculty across diverse platforms including desktops, laptops, and email systems. Skilled in troubleshooting and resolving issues related to Microsoft Office 365, MFA, VPN, connectivity, hardware, and printing. Proficient in installing, configuring, and updating software and hardware to ensure optimal performance. Well-versed in managing support inquiries through various channels such as phone, email, and self-service portals. Capable of efficiently escalating tickets to the appropriate teams for swift resolution.
TECHOLOGY SUPPORT CENTERILLINOIS STATE UNIVERSITYNormal, IL
DESKTOP SUPPORT 	 6/2023 to now      Oversaw hardware, software, and networking component monitoring, testing and installation to assist maintenance and migration.      Provided technical support to students, staff, and faculty through various channels, including phone, email, and self-service portal.      Provide assistance with installation and troubleshooting of Microsoft Office 365      Provide customer support for desktops, laptops, email, MFA, VPN, connectivity, hardware, and printing.      Installing, configuring, and updating software and hardware      Escalate tickets to appropriate team.      User screen connect to assists users.TECHNOLOGY SOLUTIONS ENDPOINT SUPPORTILLINOIS STATE UNIVERSITYNORMAL, IL
	 											06/2022-12/2022      Troubleshot and resolved problems with programs and systems.      Revamped existing system to improve functionality or repurpose for new requirements.      Setting up and maintaining Operating System (includes, Installing new operating system).   EDUCATION
ASSOCIATE'S IN SCIENCES: PRE-MED                                               	08/2018-05/2020Illinois Central College
BACHELOR OF SCIENCE: COMPUTER INFORMATION SYSTEMS/ System Development AnalystIllinois State University, Normal, IL 						08/2021 -05/2024   TECHNICAL SKILLS
      Hardware: Desktop PC's, Laptops, mobile devices, printers, Mac.      Ticketing Software: Cherwell Ticket Services.      Processes: Incident documentation and reporting, Malware removal.      Abilities: Network Basics, Phone & Online support, Troubleshooting hardware and software.      Operating System: Microsoft windows 7, 8, 10 and 11, Mac.      Software: Cisco Finesse, Microsoft office 365 (PowerPoint, Word, Excel, Outlook, SharePoint), Cisco AnyConnect, Virtual box, Citrix, VMware, Microsoft teams, Screen Connect, Rundeck, Ansible