It Support Desktop
Resume:
Heidi Bartlett
IT Specialist
Cocoa Beach, US, **931
**********@*****.***
IT Specialist with 13+ years of experience delivering comprehensive IT support and driving operational efficiency. Expert in problem-solving, remote desktop support, and cloud computing, recognized for cutting IT budgets and pioneering innovative IT solutions. Passionate about leveraging advanced technologies to enhance system security, streamline workflows, and boost productivity. Employment history
IT Support Specialist,
BB&T now Truist, Oct
2011 - Apr 2024
Melbourne, FL
Office / IT Manager,
Canaveral Fire Rescue
Cape Canaveral, FL
Education
University of Central Florida,
Orlando, FL
C++ Programming
Technical Writing
Introduction to Information Technology
Brevard Community College, Cocoa, FL
Associates in Arts, A.A. General
Deliver IT support for 3000+ users, resolving 93% of issues on first contact, boosting productivity.
Provide clear technical instructions, ensuring non-technical users have a seamless experience.
Lead team in resolving 5.8 service tickets daily, minimizing downtime and enhancing efficiency.
Administer urgent call line, troubleshooting emergency issues to maintain operational continuity.
Maintain inventory database, generating reports to keep hardware/software records updated.
Analyzed IT support trends to develop strategies, reducing recurring issues and improving user satisfaction.
Coordinated with cross-functional teams to implement IT solutions, ensuring seamless integration and minimal disruption.
Implemented process improvements that increased ticket resolution speed, enhancing overall team performance.
Pioneered new IT support tools, streamlining workflows and boosting efficiency across the department.
Managed IT support and training for 70-member fire department, boosting technical proficiency.
Cut IT budget by 50% annually through enhanced computer knowledge and proactive solutions.
Conducted preventative maintenance, ensuring optimal computer functionality and reliability.
Provided desktop support for two locations, maintaining smooth and efficient operations. Implemented advanced IT solutions that streamlined emergency response, boosting operational efficiency and reducing downtime.
Conducted thorough assessments of IT infrastructure, identifying and resolving vulnerabilities to enhance system security and reliability. Developed customized software tools to automate routine tasks, significantly increasing productivity and reducing manual errors.
Collaborated with team members to troubleshoot complex IT issues, fostering a cooperative environment and ensuring uninterrupted service. Education
Brevard Community College, Cocoa, FL
Vocational Degree, Microcomputer Repairer/Installer Brevard Community College, Cocoa, FL
Associates in Science, A.S. Office Systems Technology Brevard Community College,
Melbourne, FL
A+ Certification
Cisco I, II
Courses
2023
Azure Fundamentals MS 365
0440 Customer Representative License, 2019
The National Alliance
Skills
Windows 10/11 Microsoft 365 Microsoft Teams Exchange SCCM Remote Desktop Support VPN Citrix
VMware Microsoft Azure DHCP DNS
SQL SMTP Multi-Factor Authentication Desktop and mobile hardware/software support
Apple Products Cloud Computing ServiceNow IT Help Desk Problem-Solving Customer Service Virtualization Disaster Recovery Network Security
Links
Additional information
Special Qualifications Able to clear an DoD background check and security exam. Mission Essential Employee with the ability to work during declared or undeclared emergencies.
Flexible schedule availability to meet job requirements. Additional Information Strong written and verbal communication skills. Proven ability to organize work, establish priorities, meet deadlines, and follow up on assignments independently.
Experience in providing exceptional customer service and technical support to end users of varying skill levels.
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