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Click here or scroll down to respond to this candidateCandidate's Name
Raleigh, NC PHONE NUMBER AVAILABLE EMAIL AVAILABLE LinkedIn ProfilePROFESSIONAL PROFILEExperienced IT professional with a strong background in troubleshooting, system upgrades, remote administration, documentation, and team training, having managed working at a IT help desks across multiple organizations.Experience includes: Extensive hands-on experience in an IT help desk environment, providing hardware and software support, resolving technical issues, and training colleagues, which led to a promotion to field technician. Troubleshot client-based hardware and software issues, resolved one-on-one end-user problems over the phone, and resolved networking issues, including deploying 90K laptops and handling 100 calls daily. Set up and maintained communication hardware and systems, including wireless headphones, mice, keyboards, and POE phones, both remotely and in person, ensuring proper functionality and resolving issues. Documented operational procedures and standards meticulously, creating searchable tickets and maintaining a comprehensive OneNote book, and contributed to developing SOPs for various technical tasks at MNPS. Worked extensively with Microsoft Office desktop and Office 365, Azure, and InTune, provided user support, and handled TCP/IP configurations. Supported internet/application issues, set up employee training, built a SharePoint, resolved browser-related issues, worked extensively with Microsoft Windows (10, 11) and macOS, and imaged Mac labs and iPads. Server set up, installation and securityEDUCATIONBachelor of Science: IT Management, Aquinas College, Nashville, TN 2005 PROFESSIONAL EXPERIENCESenior Field Tech Associate, NTT Data, Raleigh, NC Feb 2023 Jul 2024 Performed troubleshooting, parts replacement, system upgrades, basic deployment, and repair on desktops, notebooks, and printers. Identified potential issues that could adversely impact end-user experience and took corrective action. Advised clients on IT-related matters, helping them understand technology options and solutions. Kept detailed records of all services provided, problems encountered, and solutions implemented, which included preparing reports and documentation for management or clients. Diagnosed and resolved product performance problems and various error conditions. Leveraged experience with a ticketing system surrounding SLAs and time metrics MTTR. Information Technology Specialist, Metro Nashville Public Schools, Nashville, TN Jun 2007 Aug 2021 Worked at the IT help desk at Metro Nashville schools, serving as the first line of defense for field techs and handling a wide range of technical issues. Took the initiative to learn remote computer administration, significantly reducing the workload for field techs by remotely resolving issues. Created and presented a PowerPoint to train help desk colleagues on remote computer administration, enhancing team efficiency. Promoted to field technician after successfully demonstrating technical skills to the Director of IT by disassembling and reassembling a desktop computer. Imaged and deployed 90,000 laptops to students during the pandemic, ensuring continuous learning and remote troubleshooting support. Resolved complex network issues using command line tools and specific information with command prompts, improving network reliability. Documented all technical issues and resolutions meticulously in tickets and personal OneNote, ensuring accurate records and knowledge sharing. Set up and configured various peripherals, including wireless headphones, mice, keyboards, and POE phones, both remotely and in person. Developed and implemented Standard Operating Procedures (SOPs) for various technical tasks at MNPS, standardizing processes and improving efficiency.Deana Dee Marcha Page 2 Worked with Microsoft OneDrive, iCloud, Office 365, Azure, and InTune to enable user backups and provide comprehensive support for Office products.Office Manager, OReilly Auto Parts - Distribution Center, Nashville, TN May 2002 Jul 2007 Served in the Warranty Department, overseeing daily office operations and managing office supplies, equipment, and facilities to ensure a well-organized and efficient work environment. Supervised and supported administrative staff, including hiring, training, and performance management, to maintain high productivity and morale. Managed the processing of warranty claims, ensuring timely and accurate handling of all warranty-related documentation and communications. Served as the primary point of contact for internal and external communications, including handling phone calls, emails, and correspondence related to warranty claims. Coordinated and managed schedules, appointments, and meetings for the departments management team. Maintained accurate records, including warranty claims, employee files, and financial documents. Assisted in budget preparation and monitored office expenses to ensure cost-effective operations. Ensured compliance with company policies, procedures, and regulatory requirements. Planned and organized company events, meetings, and training sessions. Addressed and resolved office-related issues or concerns promptly and effectively. Prepared and presented regular reports on office operations and performance to the warranty departments management team. |
