Undra Bailey

**** *. ******** ***

Chicago, IL. *0649

ad2lb8@r.postjobfree.com

708-***-****

linkedin.com/in/undra-b-0b553634

Summary

Dedicated and customer-focused IT Support Technician with [15 years] of experience providing technical assistance and troubleshooting for end-users. Adept at diagnosing and resolving hardware and software issues, ensuring optimal system performance. Seeking to contribute technical expertise and exceptional problem-solving skills to a dynamic IT team.

Professional Experience:

Helpdesk Support Technician, CED, October 2022 – November 2023

Provide first-line technical support to end-users, addressing hardware and software issues promptly and efficiently.

Install, configure, and maintain desktops, laptops, and peripherals, ensuring optimal performance and security.

Collaborate with the IT team to implement and maintain network infrastructure, troubleshoot connectivity issues, and ensure data integrity.

Administer user accounts, permissions, and access rights in accordance with company policies.

Conduct regular system updates and patches to safeguard against security vulnerabilities.

Develop and maintain documentation for IT processes, troubleshooting procedures, and system configurations.

Software Engineer - REVATURE LLC

March 2022 - May 2022

Trained as a full stack developer

Trained on programming languages such as C#, Sql, Html and javascript to develop applications.

Worked on multiple projects involving user input, and data transfer.

Worked with Amazon Web Services to connect applications and data to the cloud.

Technical Support Rep – 6YA Support, January 2021 – January 2022

Provided 100% phone support for end users needing assistance with various technical issues ranging from phone app issues, pc issues, television issues, and video game issues, etc.

Provided users with walk through steps of how to solve technical problems.

Computer Move Project - Solomon Page, November 2020 – December 2020

Assisted a company with an office move that involved uninstall of company systems in their offices and reinstallation in new offices.

Setup Desktop pc’s, cabling and setup webcam software.

NOC Support - FLORISTS TRANSWORLD DELIVERY

Jan 2017 – May 2020 (3 years)

Monitor network performance and troubleshoot issues to ensure continuous availability and reliability.

Collaborate with cross-functional teams to resolve escalated incidents and implement preventive measures.

Provided company communications for business critical issues.

Respond to alerts and incidents promptly, providing timely resolutions to minimize downtime.

Conduct routine network health checks and implement necessary upgrades to enhance performance.

Worked with other IT groups to perform routine procedures such as stopping and starting services, in the load balancer while maintenance procedure took place.

Provided administrative support for company using Active directory.

Maintain accurate documentation of network configurations, procedures, and incident reports.

Collaborate with vendors and service providers to address issues and optimize network performance.

Gold Support - FLORISTS TRANSWORLD DELIVERY

Aug 2015 - Jan 2017 (2 years)

Assisted users with technical issues via phone, email, and in-person, providing timely and effective solutions.

Diagnosed and resolved hardware and software problems, escalating issues as needed for higher-level support.

Performed on-site client installations of point of sale systems.

Conducted training sessions for end-users on basic software applications and IT best practices.

3rd Level Support - FLORISTS TRANSWORLD DELIVERY Feb 2007 - Aug 2015 (8 years)

Provided 3rd level phone support for pc software and hardware, including printers/ scanners/fax machines, as well as provided support for network related issues.

Diagnosed and resolved hardware and software problems, escalating issues as needed for higher-level support.

Collaborated with cross-functional teams to implement software upgrades and system enhancements.

Provided database support for clients including database management and data queries.

Provided site to site vpn setup and support for clients

Education:

Bachelor of Science in Information Technology

Robert Morris University - Illinois Bachelors, Computer Networking 2004 – 2006

Skills:

Hardware and software troubleshooting

Network troubleshooting

Network Monitoring and Analysis

Troubleshooting and Incident Resolution

Active Directory administration

Technical Proficiency in Windows 10 and 11, and Microsoft 365

Proficient with Routers, Firewalls, Load Balancers.

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