IT Specialist with practical experience in system administration, troubleshooting, and end-user support. I enjoy finding smart, efficient solutions to technical problems and take pride in helping systems run smoothly. I’m a quick learner who adapts well to change and enjoys working with others to get the job done. Proven track record supporting IT infrastructure and contributing to solutions that meet business needs. Open to relocation.
Education
- B.S. IN COMPUTER SCIENCE MINOR IN CYBER SECURITY AND INFORMATION
Skills & Abilities
- Active Directory Remote and Phone Support
- Microsoft Intune and Jamf Network Troubleshooting
- Microsoft 365 Admin Center Printer Support
- Ticketing System Management Hardware Diagnostic and Repair
- Window and Mac OS support Mobile Device Support/Management
- Email Configuration VPN Configuration
- Software/Patch Installation PowerShell and Bash Scripting
Experience
MSP (2023-Present)
LEAD IT SERVICE DESK SPECIALIST (2024-Present)
- Administer user accounts, permissions, and system access across Active Directory, Microsoft 365, and Google Workspace to support operations and keep systems running efficiently for end users.
- Assist with deploying new hardware and software, including user setup, configuration, and post-deployment support.
- Provide frontline and escalated technical support for hardware, software, and network issues, supporting users both onsite and remotely.
- Train and support new technicians, sharing best practices and helping them get up to speed with internal tools and workflows.
- Write and maintain team documentation, including setup guides and troubleshooting steps for the team.
- Prioritize incoming tickets within the ticketing system and manage workflows to ensure service level agreements (SLAs) are consistently met.
- Serve as the main point of contact for high-priority or sensitive technical issues, providing reliable and timely support.
IT FIELD SERVICE TECHNICIAN (MARCH 2023 – JUNE 2024)
- Troubleshoot and repairing hardware and software issues on desktops, laptops, printers, smart boards, and other classroom technologies.
- Installed, configured, and maintained end-user devices, including imaging new machines and ensuring proper deployment in classrooms and offices.
- Supported network equipment and performed basic diagnostics with connectivity and infrastructure issues.
- Assisted with technology upgrades during school breaks, including full lab reimaging, device rollouts, and network hardware replacements.
- Provided patient, clear support for staff with varying levels of technical skill, making sure they could confidently use the tools provided.
