IT Specialist

• Aug 2022 - Present

IT Support Analyst

• Jun 2021 - Aug 2022

Field Technician

• Mar 2021 - Jun 2021

Technology Support Analyst

• Jun 2019 - Mar 2021

Assist with tier 1 and 2 IT support to assist with DoIT Help Desk services and managed desktop customers. Supports all enterprise related software and provides support for other end user computing needs Responds to telephone, email, and Incident Management tracking system requests for support, including data and problem analysis, initial resolution and/or escalation. Assist with software packaging and deployment via JAMF PRO & SCCM. Student worker (BraveTech) supervision.

Technology Support Technician

• May 2015 - May 2019

1. Provide support to the UNCP community in response to Incidents received at the DoIT via HEAT, telephone, email and walk-in contacts. 2. Reset network accounts and BraveWeb activation codes after verifying client's identity. 3. Provide step-by-step instructions by phone/email to assist clients in resolving problems. 4. Install and configure operating systems. 5. Train users on new software packages and systems. 6. Load software programs/packages and utility… Show more 1. Provide support to the UNCP community in response to Incidents received at the DoIT via HEAT, telephone, email and walk-in contacts. 2. Reset network accounts and BraveWeb activation codes after verifying client's identity. 3. Provide step-by-step instructions by phone/email to assist clients in resolving problems. 4. Install and configure operating systems. 5. Train users on new software packages and systems. 6. Load software programs/packages and utility applications. 7. Familiar with computer imaging processes. 8. Set up email accounts on Outlook, Mac Mail, etc. 9. Write knowledge base articles for new processes/software. 10. Preform analysis via testing and troubleshooting. 11. Connects PCs in a network and sets up peripheral equipment, hardware components and allied devices. 12. Provide off-site locations technology support. 13. Use remote desktop connection to solve computer issues when needed.

Desktop Support Analyst

• Aug 2014 - Apr 2015

Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature. Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment. Install and support PC, laptop, tablet and mobile hardware and software. Create alternative methods of completing tasks… Show more Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature. Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment. Install and support PC, laptop, tablet and mobile hardware and software. Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function. Show less Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature. Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment. Install and support PC, laptop, tablet and mobile hardware and software. Create alternative methods of completing tasks… Show more Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature. Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment. Install and support PC, laptop, tablet and mobile hardware and software. Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function. Show less

Computer Operator

• Apr 2013 - Jul 2014

Operates, monitors and maintains computer processing units, associated input/output devices and departmental support equipment by defined department procedures. Provide support to staff on all company supported applications. Troubleshoot computer problems and determine source, and advise on appropriate action. Complete application project-based work. Operates, monitors and maintains computer processing units, associated input/output devices and departmental support equipment by defined department procedures. Provide support to staff on all company supported applications. Troubleshoot computer problems and determine source, and advise on appropriate action. Complete application project-based work.

BraveTech

• Jun 2010 - Jun 2014

Provide technical assistance to students, faculty, and staff in the use of computer hardware and software. Respond to clients requests by answering questions, phone calls, emails, and documenting / maintaining a record of reported problems. Diagnose and resolve various equipment problems. Create images for various Windows and Mac computers. Provide technical assistance to students, faculty, and staff in the use of computer hardware and software. Respond to clients requests by answering questions, phone calls, emails, and documenting / maintaining a record of reported problems. Diagnose and resolve various equipment problems. Create images for various Windows and Mac computers.