Technology Support Specialist adept at quickly resolving complex issues on multiple platforms including PC, Mac, iOS, and web. Vast experience managing IT setup and service requests. Seeking IT position in the Durham, North Carolina area with a dynamic organization where I can apply and enhance my skills and expertise.
Patient and diligent
Customer Service oriented
Virus and spyware removal
Willing and excited to learn
Extensive experience with managing Mac and iOS devices using Jamf's Casper Suite
Advanced knowledge of managing a Windows environment using Active Directory, Group Policy, and System Center Configuration Manager
Experience with firewall, wireless system, and basic networking configurations
Regularly take on new responsibilities and take the lead in new areas of system and account management.
Automate repeatable tasks where possible to increase efficiency.
Consistently striving for a 100% rate of customer satisfaction by improving efficiency and enhancing communication.
Led an organization-wide email migration project to move to Office 365 and, later, SharePoint.
Technology Support Specialist November 2012 to CurrentSpring Lake Park Schools － Spring Lake Park, MN
Provide custumer-centric IT support for district-wide classroom services, including all software and hardware issues via phone, email, and Spiceworks ticketing system.
Hardware experience includes Windows and Apple systems, Apple mobile devices, projectors, Smartboards, etc.
Integral in the deployment and management of iPad and MacBook devices using Jamf's Casper Suite and Apple's Device Enrollment Program, upgrade and management of PC systems from Windows XP to Windows 7 and again to Windows 10, and basic networking and infrastructure troubleshooting.
Lead administrator role over management of the following systems: Active Directory, Group Policy, System Center Configuration Manager, Office 365, and Google Apps.
Website development and enhancement to improve customer support.
Student IT February 2012 to May 2012UND Center for Institutional Learning Technologies － Grand Forks, ND
Provide IT support for UND classroom services, including all software and hardware issues.
Hardware included PC laptops, desktops, Apple iPads, projectors, and DVD players.
Help Desk position to support teachers and other faculty.
Customer Service Representative October 2011 to February 2012Amazon.com, Inc － Grand Forks, ND
Provide customer service via phone, email, and chat
Moderating the Amazon.com website to ensure users follow Amazon's policies and procedures.
Technical support for Amazon Wish List, online registries, product reviews, and discussion boards.
Temporary position to enhance my customer service skills.
System Support Specialist August 2010 to October 2011UND Operations Division and Network Alliance － Grand Forks, ND
Help desk position that used help desk ticketing software to provide computer and network support for over 200 University of North Dakota staff computers and equipment including printers, projectors, copiers, laptops, Apple iPads, and desktop computers.
Began experience with System Center Configuration Manager in imaging Windows systems and deploying applications.
Complimented my hardware support with new experience managing accounts and other services.
Residential Network Support Specialist August 2010 to October 2011UND Operations Division and Network Alliance － Grand Forks, ND
Help desk position that used Remedy ticketing software to provide computer support for University of North Dakota students.
Included support for Windows, Apple, and Linux systems and many different applications.
Expanded knowledge of malware removal and prevention.
Computer Lab Assistant May 2010 to August 2010UND Housing Department － Grand Forks, ND
Provide students with computer and software use and monitored the computer lab.
Cleaned, organized, and maintained the equipment.
Service Center Assistant August 2009 to May 2010UND Housing Department － Grand Forks, ND
Customer-focused position supporting UND housing residents with information about campus, mail distribution for campus dormitories, managed computer lab and printer usage.
Connection Center/Electronics Associate May 2008 to May 2009Wal-Mart Stores, Inc. － Detroit Lakes, MN
Sales of cellular contracts and phones for AT&T, Sprint, and Verizon Wireless carriers.
Customer service for electronics department, cleaning, and stocking the sales floor.
Customer Service Associate/Trainer May 2005 to August 2007Cenex Corporation － Lake Park, MN
Help customers with point of sale and locating merchandise.
Other duties included stocking shelves, cleaning, and assist the deli.
Training new employees.
Bachelor of Science : Computer Science, 2012UNIVERSITY OF NORTH DAKOTA － Grand Forks, NDGPA: GPA: 3.308/4.0
Major in Computer Science and minor in Criminal Justice Studies.
Emphasis in computer programming and theory using Java, Python, C/C++, and HTML.
Active Directory, Group Policy, System Center Configuration Manager, Casper Suite, Apple, Mac, iOS, customer service, desktops, electronics, email, help desk, laptops, Office Suite and Office 365, Windows XP, Windows 7, Windows 10, network support, PC systems, copiers, policies, printers, sales, technical support, phone systems, troubleshooting, website, confidential information.
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Companies Worked For:
Spring Lake Park Schools
UND Center for Institutional Learning Technologies
UND Operations Division and Network Alliance
UND Housing Department
Wal-Mart Stores, Inc.
UNIVERSITY OF NORTH DAKOTA
Job Titles Held:
Technology Support Specialist
Customer Service Representative
System Support Specialist
Residential Network Support Specialist
Computer Lab Assistant
Service Center Assistant
Connection Center/Electronics Associate
Customer Service Associate/Trainer
Bachelor of Science : Computer Science , 2012
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