Help Desk Technician

Samuel Afley

Silver Spring, MD ● 301-***-**** ● ************@*****.***

Experience

IT Help Desk The Universities at Shady Grove Rockville, MD Help Desk Technician Feb. 2023 – Aug. 2024

● Reset over 150 passwords for students and faculty using Active Directory Management (AD Manager Plus).

● Diagnosed and resolved hardware and software issues for over 100 end-users, ensuring minimal downtime and enhanced user productivity.

● Configured over 50 PCs and docking stations, optimizing workstation setups for specific user needs and performance.

● Managed client tickets using TOPdesk, resolving issues in a timely manner to maintain customer satisfaction.

● Assisted in imaging and deploying over 60 PCs and laptops across multiple offices, ensuring consistent functionality and readiness after installation.

Education

University of Maryland, College Park Aug. 2022 – May 2024 Bachelor of Science, Information Science

Minor: Information Risk Management, Ethics, and Privacy GPA: 3.75

Montgomery College Jul. 2019 - May 2022

Associate of Arts, Information Systems

Project Experience

Montgomery County Crime Database Project INST 327 SQL, Group Project May 2023

• Developed a comprehensive crime Database with team, focusing on key attributes and target audience.

• Identified uses for the database, including aiding residents in selecting safer living areas and supporting civil rights advocacy.

• Utilized SQL skills for database organization and management, ensuring accurate and accessible data for stakeholders.

Student Portal Usability Improvement Project INST 362 User-Centered Design, Group Project May 2023

• Collaborated on a team to address usability issues with Testudo, the UMD student portal.

• Conducted interviews and utilized methodologies like card sorting and affinity diagramming to identify user frustrations.

• Developed and tested prototypes, achieving an average rating of 9.2/10 from student testers. Skills

Hard Skills:

Technical Support, Troubleshooting, Password Management, Event Ticketing, Microsoft 365 Soft Skills:

Critical Thinking, Problem Solving, Customer Service, Communication, Multitasking

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