AS, Associate of Science, Nashville State Community College, 2021
BS, Computer Science, Tennessee Tech University, December 2023
I am a HHS Service Desk Technician at SAIC.
As an HHS Service Desk Technician at SAIC, I provide technical support for Health and Human Services (HHS) staff, ensuring timely resolution of IT issues.
My responsibilities include managing and troubleshooting a wide range of hardware and software problems, utilizing ticketing systems to document, track, and prioritize service requests while ensuring compliance with service level agreements (SLAs). I conduct routine maintenance and updates on user workstations and peripheral devices, assist in the deployment and configuration of new hardware and software, and develop training materials to enhance end-user technical proficiency. Additionally, I collaborate with other IT teams to escalate and resolve complex issues, maintain a high level of customer satisfaction, and ensure compliance with HHS IT policies to safeguard sensitive information and maintain data integrity.
Server Expertise: Proficient in Windows Server installation, services, and migration.
Infrastructure Management: Oversight of server and server room operations.
Data Management: Efficient file management and SQL server administration.
Network Administration: Configured firewall settings and optimized network configurations.
Hardware Optimization: Conducted hardware maintenance and executed upgrades for enhanced system performance.
AWS: Successfully set up system backups to AWS.
Collaboration: Worked collaboratively with tech support teams from external vendors.
License Management: Managed licenses for multiple services ensuring compliance.
RAID Configuration: Expertise in setting up and optimizing RAID configurations.
On-site Technical Support: Provided hands-on assistance, addressing and resolving technology issues on location.
Student Support: Assisted students with a diverse range of personal technology concerns, enhancing their overall user experience.
Faculty and Staff Setup: Contributed to the basic setup and configuration of faculty and staff computers, ensuring optimal functionality.
Preventative Maintenance: Conducted preventative maintenance on various equipment available for checkout, including Apple and Windows laptops, projectors, and other relevant technologies.
Customer and Technician Support: Provided prompt and effective technical assistance to customers and technicians, resolving issues and answering queries.
Configuration Expertise: Proficient in configuring SSIDs and offering support for Wi-Fi and e-mail password-related concerns.
Coordination: Collaborated with internal and external personnel as necessary to ensure timely resolution of customer issues, adhering to established protocols and procedures.
Issue Resolution: Assisted customers and service technicians in resolving service-related issues, ensuring efficiency and high levels of customer satisfaction.
This role demanded a strong grasp of technical troubleshooting, effective communication skills, and a commitment to delivering quality service in a dynamic and customer-centric environment.
This site was created with the Nicepage