I'm a highly-motivated Sr. IT Support Specialist with a desire to take on new challenges. I have a strong work ethic, adaptability, and exceptional interpersonal skills. I am adept at working effectively unsupervised and quickly mastering new skills. Additionally, I've worked closely with VPs in the past, along with my current CIO honing my skills and sharpening my arsenal of knowledge for my career. Plus I am also working to become an aspiring voice actor for games, animation, and commercials. I've used my IT knowledge and passion for music and audio to use DAWs when working on my projects.
Skills
Software Knowledge:
Microsoft Office 365 XXX1 (Access, Excel, PowerPoint, Word, Outlook, Admin Center)
Microsoft Windows Operating Systems Windows 7, 8, 10, and 11
Microsoft Exchange
Driver Installation
Basic understanding of MS Exchange
Basic understanding of SQL and NoSQL
Barracuda Networks
XA-Director
OKTA
Active Directory
Track-it Ticketing System
Windows Server Administration
Veeam Backup and Replication Console
Sharefile
SharePoint
ShoreTel Phone System
Palo Alto VPN
FortiClient VPN
Cisco AnyConnect Secure Mobility Client
Zoom
Microsoft Quick Assist
Team Viewer
Manage Engine
BitLocker
Duo Security
ServiceDesk/ServiceDesk Plus
Issue and Resolution Tracking
Cisco IT Essentials (PC software and hardware)
HP desktops & laptops
Dell desktops & laptops
Lenovo Desktops & Laptops
HP Network Printers
Xerox Printer/Copier/Scanner
General computer builds and repairs
Hardware installations and swaps
Android and iOS devices
Servers
Network Switches
Cabling infrastructure
Networking Knowledge:
Running cables
Troubleshooting connections
Activating ports
Basic router configuration
Switches
Wi-fi routers
Support Knowledge:
Tracking and Documentation
Customer service support (email, phone, and in-person)
Contacting vendors (HP, Dell, Lenovo, Xerox, etc.) for further support
Experience
12/XXX2 to Current
Sr. IT Support SpecialistOportun Financial Corporation – Albuquerque, NM,
Implemented, customized, and Developed spreadsheets in SharePoint to create and share documents with nuclear engineers
Providing Supporting critical IT systems essential to the facility's safe operation
Working with plant engineers and other technical staff to ensure that IT systems are compatible with the facility's equipment and processes
Participating in security audits and reviews to ensure that IT systems are secure and that data is protected
Training staff in the use of IT systems and software
Maintaining documentation for IT systems and procedures
Created MFA accounts via Duo for users for authorization
Utilized Dameware Remote Everyone tool to assist users remotely.
Answered user inquiries to resolve computer software or hardware operation problems.
Maintained positive working relationship with fellow staff and management.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Installed and performed minor repairs to hardware, software or peripheral equipment.
Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Evaluated software or hardware to recommend improvements or upgrades.
Referred major hardware or software problems or defective products to vendors or technicians for service.
Inspected equipment and read order sheets to prepare for delivery to users.
Developed training materials and procedures or trained users in proper use of hardware or software.
09/XXX1 to 12/XXX2
Desktop Support Specialist/IT ConsultantSanta Rosa College – CA, State,
Utilize the Service Desk ticketing system in Okta to maintain a work log of job tickets and maintenance tasks
Provide onsite and remote technical support
Manage inventory using ManageEngine’s Cloud services for a cleaner organization
Set up workstations for new hires, temps, and volunteers
Troubleshoot Xerox printers
Handle hiring and termination procedures
Utilize Active Directory and OKTA to handle creating and terminating user accounts
Worked with ShoreTel phone systems to assign extensions, change passwords, and assist with voicemail configurations
Reimage and update older PC for reuse purposes
Attend weekly meetings for updates and check-ins
09/2019 to 09/XXX1
Network TechnicianDermtech, Inc. – Oldsmar, FL,
Member of a team of 6 responsible for the support of over 250+ tax and wealth management users
Travel to and manage 3 of the Northern offices for on-site support (Rockville, Fairfax, Baltimore)
Utilized the Track-It ticketing system to organize helpdesk requests, update equipment inventory, and assign equipment to users
Provides phone, email, and web-based support
Made use of the security program, Barracuda, to scan, release, whitelist, and quarantine emails to prevent hackers, adware, trojans, and other nefarious acts that could compromise user and client data firm-wide
Used Active Directory to create new user accounts and assign the users their login credentials
Worked on O365 to assign the needed licenses to the user’s account based on their responsibilities
Utilized Citrix virtual operating system to further troubleshoot tax programs for the users and their clients, such as ProFx Tax and Caseware
Uses XA-Director to manage Citrix sessions and servers to ensure optimal performance for tax users
Order and deploy equipment to cover all bases for replacing damaged or defective equipment
Have weekly meetings with the supervisor for updates and reports for day-to-day assignments and monthly 1:1 meetings for check-ins.
03/2017 to 09/2019
Help Desk TechnicianApex Systems – City, STATE,
Utilized the active directory OKTA to give authorized personnel access to the PIPES System
Handled over 80 calls per week from clients, which consisted of password resets, troubleshooting, and other issues/concerns
Track, route, and redirect problems to correct resources
Update client data and produce activity reports
Have frequent meetings with higher-ups to recommend procedure modifications or improvements
Test alternative pathways until the issue has been resolved
Asking targeted questions to diagnose problems
Direct unresolved issues to the next level of support personnel
08/2015 to 02/2017
Deployment TechnicianEvolver, Inc, Obtained, Trust Clearance – City, STATE,
Installed laptops and printers to classrooms using the scanner to ensure that each group of computers and printers are assigned to their respectful locations
Documented and deployed equipment using the accountability sheets to keep track of each deployed item.
12/2014 to 06/2015
Loan Operator SpecialistFannie Mae – City, State,
Produced and ran five daily reports using Microsoft Access and a Lombardi website to ensure the classified information had been posted for the team to view
Completed 1 to 3 weekly projects using the PoolTalk website to provide information for the director and team
Processed 10 -15 loan documents using MS Excel while identifying and seeking missing paperwork and information to update and maintain current information
Education and Training
Expected in 05/XXX3 to to
B.A.: Information Technology Cyber Security Capella University - Arlington, Virginia GPA:
Expected in 07/2015 to to
IT Training Certificate: Information Technology Year Up, Inc. - Arlington, VA, GPA:
Enrolled in a leading national career development program with 250 corporate partners graduating 1,500 students annually across ten cities; the one-year program includes college-level coursework, career training, and a six-month corporate internship. Participated in the Information Technology track, which prepares students primarily for desktop support, IT help desk, and business operations roles. Earned 18 college credits in Information Technology and English in partnership with, ; mastered coursework in computer networking, computer troubleshooting and repair, business writing, professional skills, personal finance, customer service, and critical thinking; completed Cisco IT Essentials course material via Year Up, a Cisco Networking Academy
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