Help Desk Administrative Assistant
Resume:
●Qamaria Nichols
Resume
Chicago,IL, *****
******.*********@*****.***
SKILLS
Active Directory
Service Now
Technical Support
Software Troubleshooting
IT Support
System Administration
Help Desk
Operating System
Microsoft Office
Microsoft 365
Microsoft Excel
Microsoft Powerpoint
CompTIA A
Connectwise
Windows 7 & 10
Azur
Computer Networking
Windows
Software Troubleshooting
VPN
AWS
EXPERIENCE
Care Communications / I.T Assistant/Administrative Assistant
June 2015- August 2015 -June 2016- August 2016- Chicago,IL
●Received incoming mail packages from all departments and dispatched all outgoing mail/packages.
●Schedules and prepares routine internal meetings and maintains meeting minutes.
●Provided reception work such as answering telephones, taking messages and greeting visitors.
●Provide help desk support for organization and organize resources so they are easy to locate.
●Direct questions to the right department when needed and ensure customer satisfaction.
●Assist Manager IT in the development and execution of company technology strategy.
●Develop help sheets, frequently asked and updated questions list for end users.
●Performed hands on fixes at the desktop level, including installing and upgrading software and installing hardware.
●Work across the company to identify and resolve technology challenges and opportunities
Solai & Cameron / Help Desk Agent Tier 1
Jan,2018-June 2018 - Chicago,IL
●Experiencing supporting desktop server operating systems and technologies such as Active Directory and Microsoft Exchange.
●Monitor the managed system alerts and resolve incoming tickets at a tier 1 level.
●Provided IT Support relating to technical issues involving Microsoft core business applications/operating systems.
●Analytical, database and MS Office skills
●Resolve customer complaints and concerns by investigating problems; develop solutions and manage through resolution.
●Documenting all activities on our helpdesk system, as well as updating knowledge bases and client profiles, configuration records and asset inventories.
Computer Systems Institute/ Administrative Assistant II Oct. 2018- Dec. 2020
●First primary contacts for students and staff.
●Assist with team building, in house-training, meeting and office events.
●Communicates directors instructions to various individuals and/or departments.
●Provided senior admin assistance to Deans and Professors as needed including client follow up, correspondence, appointment scheduling, calendar maintenance, preparation of classroom materials and Powerpoint presentations.
●Included data entry to enter students attendance for all sessions.
●Additional administrative projects such as making copies, putting together binders, admission packets etc.
●Provided constant and reliable administrative support to 10 office team members, including Dean of students
●Maintained and inventory of office supplies
●Prepares complex reports and presentations gathering and summarizing data and often using advanced office technology including Microsoft word, excel, graphics and powerpoint.
Access One / Help Desk Dispatcher Tier 1 (MSP)
October 2021 - April 2022, Chicago,IL
●Assisted with queueing tickets by answering help desk phone calls.
●Responded to requests for technical assistance via ticketing system, phone or email.
●Assisted with domain password resets, VPN & Printer issues.
●6+ months experienced working for a Managed Service Provider
●6+ months experience with ConnectWise. Cisco Meraki and Active Directory.
●Familiar with 0365, troubleshooting and providing desktop support.
●Excellent time management and organization skills
●Assigned existing tickets and new tickets to technicians including myself.
●Assisting other team members with Tier 1 and Tier 2 tickets based on escalations.
●Troubleshooting & some administration of Office & Azure
Smart Technology Services /SDI Presence/ Help Desk Analyst
May 2022-June 2022 Chicago,IL
●Manages Help Desk tickets in a timely manner.
●Provides technical assistance and support to end users for computer, application, and access issues.
●Documents, tracks, and monitors problems using the available tools.
●Installs, updates, and repairs computer hardware and software.
●Maintain and update the ticket tracking, asset management and inventory tracking systems.
●· Responsible for user setups, moves and system permissions.
●· Customizes the conversation by articulating clear instructions and troubleshooting information appropriate to the employee’s level of technical knowledge. Ensures understanding so that all staff are able to perform their job functions.
Teksystems/Expedia Group/Desktop Support Technician
July 2022-March 2023 Chicago,IL
●Diagnose and resolve end-user issues received via email, help desk system, or phone, in a timely manner through established protocol and troubleshooting; escalates to System Administrator as necessary
●Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution
●Create proper documentation of incidents, internal processes and procedures, and maintenance of equipment
●Support meeting and event AV technologies and hybrid meeting platforms including Zoom and Teams
●Assist with user onboarding/offboarding
●Work with the System Administrator in handling other miscellaneous IT projects
●Assist and interact with hardware and software vendors as needed
●Reimaged and deployed devices for new hires
EDUCATION
UChicago Charter School/ High School Diploma
June 2014 - Chicago,IL
Southern Illinois University Carbondale / Computer Science
August 2014- May 2016 - Carbondale,IL
Harold Washington College/ Associates Degree-Information Technology
August 2017-May 2019- Chicago,IL
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