Customer Service Support Technician

ASHLEY FIELDS

*** * ******** ****** ******** City, Indiana 46360 219-***-**** *.********@*****.***

www.linkedin.com/in/ashley-hanner

SUMMARY

An accomplished and top-performing IT professional, with multifaceted experience in system administration, maintenance, troubleshooting, program installations, upgrades, project management, and customer service. Possesses a proven track record in ensuring the efficient setup of new computers and user accounts, as well as overseeing technological upgrades to various departments. Contributes to a company’s success by using exemplary technical and communication skills to resolve complex issues and assist in achieving its vision.

EXPERIENCE

QUEEN OF ALLL SAINTS CATHOLIC PARISH, Michigan City, Indiana

IT Support Technician I, 2020-2024

Performed password resets, new computer setup, and new user account setup.

Monitored printers at multiple locations, delays on supply level, and maintenance needs.

Served as Google G-Suite Super Administrator, assisting with training staff on how to use Google.

Monitored Technology Requests from the Parish Office Staff, School Faculty/Staff and Volunteers.

Assisted users with Internet and connectivity issues.

Oversaw application installations and upgrades for Parish, School and Church staff and volunteers.

Served as project leader for upgrades to VoIP phones across the campus.

Performed Active Directory administration and Group Policy Management.

Create documents as needed for the Parish, School and Church.

DWYER INSTRUMENTS, INC., Michigan City, Indiana

IT Operations Technician I, 2017-2020

Performed password resets, new computer setup, and new user account setup.

Monitored printers at multiple locations, delays on supply level, and maintenance needs.

Served as Google G-Suite Super Administrator, assisting with test pilot of Google G Suite.

Implemented and created new help desk.

Assisted users with VPN and troubleshot Internet and connectivity issues.

Oversaw application installations and upgrades for engineering, customer service, sales, and accounting departments.

Served as project leader for upgrades to VoIP phones in corporate office and shipping warehouse.

Performed Active Directory administration.

Served as MRM Administrator in charge of monitoring user profiles and printer queues, and implementing rollover to ISE.

Assisted global users with computer, printer, cellphone, and other IT-related needs.

Engineering Clerical Assistant, 2016-2017

Reported to Director of Engineering and Drafting Manager.

Worked with Regulatory Manager and team to update documentation for product components.

Updated drawings and bills of material, and obtained proper certifications on product components from suppliers.

Wrote e-mails and attended meetings with suppliers to verify receipt of required materials.

Product Release Support Technician, 2014-2016

Executed design and engineering-related tasks for over 20 simultaneous product releases.

Specialized in implementation for over ten new releases.

Orchestrated fast-track project, putting multiple products through multiple methods from release to sales.

Flex Assembler, Product Line, 2013-2014

Soldered components on PC boards and assembled boards into bezels.

Calibrated and audited assembled controllers with test fixtures.

Received cross-training in stockroom for pulling parts for all plants across globe.

Performed shipping and inventory tasks as required.

Executed small tasks working in machine shop, milling, or lathe parts.

Assembled pressure sensors in clean room for project being moved from engineering pilot phase to produce release.

CERTIFICATION

OSHA 10-hour General Industry Safety and Health – Issued My 2018

http://verify.outreachportal.com/AVer.cfm?CAD=1869747&TYPE=NS&common=12&edc=14

The Bits and Bytes of Computer Networking – completed April 4, 2022 thru Coursera

https://coursera.org/share/fd4cfb933e314a8336b578f7f022fc0c

Technical Support Fundamentals – completed February 28, 2022 thru Coursera

https://coursera.org/share/ed4972b8261fd213b53c94f195e0abf1

COMPUTER SKILLS

Microsoft Office Suite, Cloud (Phone System, Call Center, Credit Card Processing, Google G Suite, CRM, Help Desk), IBM iSeries, Profound Logic, Global Help Desk Lead (Freshservice and SolarWinds), VPN, CRM, Active Directory, SOLIDWORKS PDM, DraftSight, Adobe, Internet Explorer, Mozilla Firefox, Google Chrome, Safari, Sophos, Avaya IP Office Manager, NetSearch, FastFax,

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