assoc network admin resume example with 6+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Professional Summary

Goal-oriented and collaborative IT professional with experience applying hardware and software design, installation, administration, and configuration to support growing businesses. Proven analytic and problem-solving skills with the keen ability to assess needs, requirements, develop value-added solutions, and execute technical solutions that streamline and improve operating efficiencies. Adept in communicating with technical and non-technical audiences. Develop system documentation and create policies to meet the needs of dynamic and continuously changing environments. Currently holding active Secret Clearance and able to obtain any other clearance as needed.

  • Troubleshooting Network Issues
  • Attention to Detail
  • Service Schedule Coordination
  • Highly Professional
  • Desktop support
  • Software diagnosis
  • Mac systems
  • Customer service expert
  • Technical issues analysis
  • Application support
  • Data recovery
  • Team building
  • Analytical and Critical Thinking
  • Organization and Time Management
  • Maintenance and Repair
  • Teamwork and Collaboration
  • Computer Skills
  • Decision Making
  • Self-Motivated
  • Planning and Coordination
  • Interpersonal Communication
  • Problem-Solving
  • Critical Thinking
  • Active Directory
  • Software Management
  • Bug Fixes
Work History
01/2023 to Current Help Desk Spec II Airgas Inc | Johnson Creek, WI,
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
  • PEO MS end user support, ticket response, resolution, and escalation for apps/SP.
  • Respond to inquiries from computer users and assist in resolving IT problems. Diagnose computer hardware and software issues.
  • Respond to telephone calls and utilize the automated service desk to assist customers with computer/software problems.
  • Diagnose the nature of the problem and walk the customer through the problem-solving steps.
  • Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting.
  • Be proficient in the software and hardware used by the government. Be able to readily provide guidance and resolve issues.
  • Provide technical assistance support services, including receiving, logging, routing, resolving trouble calls, and follow-up reporting.
  • Operate and provide technical assistance on computer equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, and other specialized computer equipment.
03/2022 to 01/2023 Help Desk / System Administrator Collins Aerospace | , ,
  • The Help Desk Support Specialist supports the Missile Defense Agency (MDA) on the Integrated Research and Development for Enterprise Solutions (IRES) contract
  • Collect and analyze data to provide technical resolutions
  • Provide remote troubleshooting support for break/fix issues
  • Provide escalation and status updates to MDA customers
  • Provide technical support for enterprise projects that affect Service Desk workflows
  • Resolve daily battle rhythm tasks
  • Track all work using the Remedy ticketing system
  • Utilize the mature knowledge database to assist customers
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
  • Established network specifications and analyzed workflow, access, information and security requirements.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Worked with users to determine areas of technology in need of improved usability.
  • Implemented corrective plans of action for network availability, utilization and latency.
08/2021 to 03/2022 Assoc Network Admin Fedex Cross Border | , ,
  • Provide day to day support services for employee technology resources (MS Office, Windows, and other related applications), ensuring a high-quality end-user experience
  • Support the end-user desktop including, but not limited to, troubleshooting issues, implementing approved software, and removing older software
  • Assist IA/Cyber team with Windows OS and application security on deployed desktop devices
  • Oversee and maintain the desktop environment ensuring desktops are kept current and laptops are properly maintained. This includes the proper issuance and maintenance of corporate devices.
  • Ensure the fulfillment of IT service requests including the request of new equipment, including, but not limited to, workstations, laptops, monitors, printers, and scanners.
  • Take an active role in the Incident Response and Problem Management processes, representing the desktop environment. Provide root cause analysis for problems and measures to mitigate future occurrences
  • Manage trouble ticket queues; perform trend and root-cause analysis to resolve groups of trouble tickets; document efforts in the trouble ticket system.
  • Conduct and direct installation of personal computers successfully according to information systems protocol and standards for device image
  • Maintain physical inventory of stock items and reorder as required
08/2021 to 02/2022 Help Desk Support Specialist Apple, Inc | City, ,
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Configured hardware, devices and software to set up work stations for employees.
10/2019 to 08/2021 PC Support Technician Company Name | , ,
  • Attended daily OCIO morning standup to provide Leidos/EUSO ticket reports and issues within Engineering or Enterprise department, if applicable Process orders for new lines of service, upgrades, equipment replacement, and feature changes requests via ITMS Ordering System.
  • Ensured highest level of support for all NASA end users
  • Backup point of contact for mobile device/service provisioning for Marshall Space Flight Center.
  • Worked closely with mobile service providers to ensure device availability and delivery to end users.
  • Held responsibility for coordinating of storefront for deployment/refresh of new mobile devices (Apple or Android).
  • Assisted with setup and troubleshooting of NASA Mobile Device Management (MaaS360).
  • Assisted with activation and de-subscription of mobile devices.
  • Troubleshooted any issues related to mobile devices.
  • Responded to email and phone inquiries for customer support regarding order status, expected delivery dates, replacement for lost or damaged equipment.
  • Possessed great organizational skills to be able to work independently.
  • Held responsibility for mobility asset management (smart phones, cell phones, mobile HotSpots, iPads.
  • Determined maintenance requirements and assigned repairs to qualified employees.
  • Performed complex mechanical alignments and calibration of equipment to quality standards.
  • Desktop Computing, Mobile Computing, Enterprise Service Desk, Printing Solutions, Business Productivity
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Assisted customer with mobile device upgrades and transfers which are called refreshes.
  • Assisted customers with RSA Token fulfillments, Offering mobile and laptop and other device pickups.
  • Assisted customs with password lockout/resets.
11/2015 to 10/2019 Technical Advisor Company Name | , ,
  • Acted as the first point of contact advisor, answering questions about Apple products.
  • Assisted clients with diagnosis of software and hardware issues.
  • Encouraged any relevant and timely upgrades for clients products.
  • Coached and assisted teammates on advanced technical procedures and issues.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Researched, troubleshot and resolved complex problems independently.
  • Set up PC, Apple desktops, laptops, and mobile devices.
  • Always demonstrated professionalism and courtesy with clients.
  • Described solutions to clients in detailed and accurately manner.
  • As well as assist customer with converting from Windows PC to Mac.
  • Advanced customers experience by acknowledging customer issue or reason for their call and engaging with customers.
  • Accepted calls in high-volume environment while utilizing several software programs.
  • Assisted customers with technical support and troubleshooting for the customer.
Expected in 05/2021 to to Associate of Applied Science | Applied Science - Computer Information Systems J.F. Drake Community & Technical College, Huntsville, AL, GPA:

CompTIA Security+

Network Administration - Short Term Certificate

Cybersecurity - Short Term Certificate

Apple Help Desk Support

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Resume Overview

School Attended

  • J.F. Drake Community & Technical College

Job Titles Held:

  • Help Desk Spec II
  • Help Desk / System Administrator
  • Assoc Network Admin
  • Help Desk Support Specialist
  • PC Support Technician
  • Technical Advisor


  • Associate of Applied Science

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