CARECA MCRAE

Miramar, Florida 786-***-**** ad3t9x@r.postjobfree.com

www.linkedin.com/in/careca-m-ba0539187

Skills Summary

Detail-oriented and customer-focused Service Desk Analyst with 3 years of experience providing technical support and assistance to end-users in a fast-paced environment. Proficient in logging, tracking, and resolving incidents and service requests using ticketing systems. Education

Florida International University - Bachelors – Cybersecurity August 2024 Broward College - Associates – Computer Network and Security Dec 2020

• Graduated Summa Cum Laude - 3.85 GPA

• Technical Certificates: CompTIA - Security+ and Network+ CE Experience

Nova Southeastern University - Managed Print Services Coordinator Nov 2023 – Jan 2024

• Promptly address hardware and software issues, utilizing internal resources and liaising with service providers.

• Provide training and support to end-users on Multi-Function Printer (MFP) usage, troubleshooting common problems, and effectively utilizing software features.

• Collaborate with helpdesk and technical teams to resolve more complex user issues. Core BTS - Service Desk Analyst (NOC) Jan 2022 – Jan 2023

• Addressed and logged all incidents and service requests, ensuring accurate and detailed records are maintained in the ticketing system.

• Provide timely resolution of incidents by troubleshooting technical issues and escalating complex problems to appropriate support teams when necessary.

• Participate in continuous improvement initiatives by suggesting enhancements to processes, tools, and documentation to improve service delivery and user satisfaction.

• Maintain and update knowledge base articles and documentation to assist users in troubleshooting common issues independently.

Broward College- Davie, Florida - Support Specialist Jan 2020 – July 2020

• Facilitated prompt reception and forwarding of communications, both internally and externally.

• Offered in-person and remote technical assistance to students as required.

• Analyzed and resolved issues daily, adhering to detailed escalation procedures when needed.

• Ensured strict adherence to security protocols to safeguard data confidentiality in compliance with the FERPA privacy law.