Desktop Support Specialist II

• Jul 2023 - Present

Desktop Support Specialist

• Nov 2022 - Jul 2023

The Desktop Support Specialist I acts as a single point of support for Elevations Credit Union's information technology (IT) services. This position ensures IT equipment and resources are reliable and accessible by providing effective and timely resolutions to end user inquiries and challenges. This is an early career position that works under the guidance of other Desktop Support Specialists in performing general tier 2 troubleshooting and support activities.• Ensure the health and operation of IT equipment and resources at assigned locations/business units.• Responds to incident and service requests and monitors net promoter (customer satisfaction) scores for the assigned customer base.• Tests hardware; promotes the adoption of audio/visual resources and new technologies; and maintains IT inventories.• Completes basic technology-related activities and processes during the employee lifecycle (onboarding, offboarding, promotions, transfers, etc.) such as equipment setup and configuration and training users on IT applications and resources.• Tests, deploys, and supports IT technology required for company activities and projects (new equipment purchases, moves, location changes, etc.).• Assists in Vulnerability Management (UVM) remediation efforts.• Configures and provides basic troubleshooting for desktop environments, applications, phone system, and video conferencing technology.• Contributes documentation to the IT knowledgebaseAssists in the documentation of processes and technical information.• Builds employee technology to include installing required operating systems (OS) and applications, completing quality check tasks, and delivering technology to end users. Show less

IT Client Support

• Apr 2020 - Apr 2022

-Responded to support network issues by troubleshooting and training the client on trouble shooting strategies - Responsible for the effective response of any help desk ticket operations - Trained end users on proper use of computer hardware and software - Granted access to users, creating user groups, user accounts, managing shared resources,installing peripherals and configured networking files -Responded to support network issues by troubleshooting and training the client on trouble shooting strategies - Responsible for the effective response of any help desk ticket operations - Trained end users on proper use of computer hardware and software - Granted access to users, creating user groups, user accounts, managing shared resources,installing peripherals and configured networking files

Project Manager

• Sep 2016 - Apr 2020

- Responsible for managing project teams and planning events including sales, marketing, coordinating speakers, and contracts, with up to 3,000 people in attendance at events - Led project activities by creating project plans, defining timelines, identifying key milestones, and targeting resources needed on selected project(s) - Responsible for managing project teams and planning events including sales, marketing, coordinating speakers, and contracts, with up to 3,000 people in attendance at events - Led project activities by creating project plans, defining timelines, identifying key milestones, and targeting resources needed on selected project(s)

Security Forces

• Dec 2009 - Sep 2016

- Responsible for over $2.8 Billion assets/protection level 1-4 resources as an area supervisor - Controlled intra-level responses as an on scene command chief - Provided security for 40,000 base populace and billions of dollars in assets - Guarded, patrolled, and secured DOD assets - Responsible for over $2.8 Billion assets/protection level 1-4 resources as an area supervisor - Controlled intra-level responses as an on scene command chief - Provided security for 40,000 base populace and billions of dollars in assets - Guarded, patrolled, and secured DOD assets