Professional Summary
Helpdesk Specialist II and experienced Technical Support Specialist with 4 years of IT support experience. Skilled in resolving end-user issues, documenting service desk incidents, supporting Windows environments, and improving end-user satisfaction.
Technical Skills
- Windows OS
- Windows Server
- Active Directory
- Ticketing Systems
- Remote Support
- Office 365
- Networking
- Microsoft Azure
- Intune
- Hardware Support
- Software Support
- Troubleshooting
Organizational Skills
- Microsoft Office
- Team Leading
- Customer Service
- Technical Support
- Documentation
- Inventory Control
- Problem Solving
- Analysis
- Data Entry
Experience
Helpdesk Specialist II
InComm Payments | Atlanta, GA | 04/2023 - Current
- Provide support for incoming service desk requests to ensure courteous, timely, and effective resolution of end-user issues.
- Record, track, and document the service desk incident-solving process, including successful and unsuccessful actions taken through final resolution.
- Perform hands-on desktop-level fixes when remote tools are not appropriate, including hardware repairs, peripheral delivery, and other fixes as needed.
- Escalate incidents with accurate documentation to the appropriate technician or vendor when required.
IT Field Support Specialist
COGENT Technology Resource | Tucker, GA | 06/2023 - 04/2023
- Provided on-site support while collaborating with the IT Service Desk for streamlined issue resolution.
- Diagnosed and troubleshot PC, printer, network, and software issues to minimize downtime.
- Managed the on-site work ticket queue and prioritized tasks to meet client expectations.
- Conducted imaging of workstations for new and existing employees to support onboarding.
- Maintained accurate client inventory records within company databases.
Desktop Support Specialist
FTI Consulting Inc. | Atlanta, GA | 03/2023 - 06/2023
- Provided desktop support by diagnosing and resolving hardware and software issues for end users.
- Configured and maintained user accounts in Active Directory to support resource access.
- Conducted system upgrades and assisted with implementation of new technologies.
- Streamlined software deployment processes, reducing service delivery times by 15%.
- Delivered training sessions to end users on software applications and troubleshooting techniques.
Service Desk Technician
ASR Group LLC | Tucker, GA | 06/2021 - 02/2023
- Provided frontline support to internal staff by addressing hardware and software concerns.
- Responded to IT support requests and resolved technical issues efficiently to minimize downtime.
- Assisted in deploying software updates and patches to enhance system security.
- Collaborated with the IT team to implement system upgrades and improvements.
Education
Kennesaw State University - Coles College of Business
Bachelor of Business Administration in Information Security and Assurance | 2021 - 2025
Certifications
- CompTIA Network+
- Cisco Cybersecurity Fundamentals Badge