STERLING HARRISON

ad4ku5@r.postjobfree.com / 240-***-****

SUMMARY

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

SKILLS

Debugging

Troubleshooting and diagnostics

Application installations

Application software testing

System upgrades

Issue diagnosis and resolution

Help desk assistance

Call Center Operations

Technical troubleshooting

Software upgrades

Hardware upgrades

Customer support needs assessment

Equipment repair

Computer maintenance

Hardware diagnostics

Computer configurations

EXPERIENCE

IT Technician / Nuaxis Innovations - Washington, DC 05/2022 - Current Performed troubleshooting on networking and connectivity issues to restore connections and network access. Updated software versions with patches and new installations to close security loopholes and protect users. Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.

Responded to assistance requests from users and directed individuals through basic troubleshooting tasks. Documented repair processes and helped streamline procedures for future technical support actions. Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.

Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.

Responded to or escalated tickets based on severity and internal policies governing responses. Notified internal and external customers of impending changes and agreed outages to prevent unexpected service disruptions.

Troubleshot devices to identify and solve issues with hardware or software performance. Configured computers to network drivers and connected to printers and other peripheral equipment. Trained users to operate and manage hardware and software. Diagnosed and determined system issues to route for repair. Supported users with fax machines, printers and other output devices to facilitate local connectivity requirements. Identified and eliminated computer viruses and threats, implementing measures to protect against future data SH

breaches.

Detected and corrected error messages within software and hardware reporting systems. Monitored, tracked and documented service support activity to assist future problem resolution. Installed appropriate security patches to eliminate security vulnerabilities. Used Active Directory to automate settings and changes to end-user computers, drive mappings and desktop configurations.

Direct Support Professional / Larche - Washington, DC 03/2017 - 07/2020 Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living. Maintained clean and well-organized environment for client happiness and safety. Supervised medication administration, personal hygiene and other activities of daily living. Assisted individuals in development of social skills to become integrated in community. Tracked and reported clients' progress based on observations and conversations. Accompanied or transported clients to appointments, errands and social activities. Documented current patient information to update vital signs, behaviors and eating habits. Developed strong and trusting rapport with patients to facilitate smooth, quality care. Aided with mobility and independence for disabled individuals and continually monitored safety. Advocated for disabled individuals to foster communication and self-expression and achieve goals. Transported clients to doctor's appointments and errands. Enhanced patient wellbeing by supporting participation in recreational activities. Used approved crisis intervention techniques in emergency situations. Reported changes in client condition to administrators, facilitating nursing intervention. Monitored client's well-being, safety and comfort under physician direction. Encouraged and reassured clients throughout transitions to facilitate smooth discharge. EDUCATION AND TRAINING

Tech Certification: Information Technology 04/2020 Carlos Rosario - Washington, DC

High School Diploma 06/2013

Bell Multicultural HS - Washington, DC

Some College (No Degree): Information Technology

University of The District of Columbia - Washington, DC