Help Desk Information Technology

Shamar Johnson

Albany, NY **************@*****.*** 929-***-****

Help Desk Technician

Technical Support Remote Desk Support Troubleshooting

Self-motivated and dependable while achieving high performance with minimal supervision. IT specialist versed in software administration and data communications. Highly proficient in Information Technology who enjoy working in a fast-paced environment. A dedicated team player who is eager to learn. Seeking an opportunity to grow with a well-established enterprise technology organization. Effective at configuring user desktops, laptops, servers and connected devices to work within company and security guidelines. Successful at coordinating file systems, content filters and user accounts. Systematic IT professional proficient in network, project and emergency management. Able to install hardware, patch software and configure internal systems.

EDUCATION

Associate of Applied Science: Information Technology

Mildred Elley – Albany, NY

GPA 3.7

Honor 1

PROFESSIONAL EXPERIENCE

Maximus, Albany, NY March 2021 – January 2024

Technician 1- Help Desk

•Providing end-user tech support via help desk channels (this consists of phones, email, Teams, and web chat).

•Troubleshooting technical issues

•User account management (this consists of account creation, assigning permissions, and password resets).

• Escalating incidents that could not be resolved to the next level of support in line with the service level agreements (SLAs).

•Identified potential major incidents and problems and highlighted them to management.

•Updated users on the status of their incident or service request.

•Provided proactive maintenance on client devices, ensuring security patches are installed and corporate applications are up to date.

Maximus, Albany, NY January 2018 – March 2021

Consumer Services Specialist

•Provided customer service to all customers, responding promptly and professionally to inquiries.

•Handled incoming calls from customers regarding their accounts, providing accurate information in a timely manner.

•Resolved customer complaints and issues quickly and efficiently, escalating as needed.

•Maintain up to date knowledge of products and services offered by Maximus.

•Utilized the company’s CRM system to track customer interactions and ensure accuracy of data.

•Followed established procedures for handling customer requests, including order processing, billing, and returns.

•Assisted with special projects or tasks as assigned by management. (This consist of the covid vaccine appointment scheduling).

•Participate in team meetings and training sessions to stay current on new policies and procedures.

•Provided support to other departments when necessary.

Accustaff, Albany, NY April 2016 –January 2018

Administrative Assistant

Organized files, developed spreadsheets, faxed reports and scanned documents.

Assembled and organized facts, data and information on programs as background intel for meetings, hearings, briefings and reports.

developed organization systems for contracts, records, reports and agendas.

Strengthened operational efficiencies and traceability by developing organizational filing systems for records, agendas and reports.

Oversaw office inventory by restocking supplies and submitting purchase orders. Managed clerical needs of company employees, including copying, faxing and filing.

Other Skills/Certifications: Dell certification

Interests: I enjoy video essays about complex topics, Building and updating personal and family computers, Setting up home security for home and family. Staying up to date on the latest tech trends and finding new things to learn and implement into my home lab.

Operating systems: Windows 7. 8.1, 10 and 11

Software systems: Azure, Microsoft 365, Office365

Language: HTML and CSS

Summary

Seeking an opportunity to build an IT career with a company for the long-term. Passionate about learning, listening and building my IT skills.

Technical Skills

Unlocking, resetting and disabling accounts on active directory using Server 2016

Adding network printers through print management on a virtual desktop

Creating security groups on active directory

Remotely accessing computers on the domain

Setting up 2 factor Authentication

Assigning folder access

Assigning group policies to a computer on the domain

Creating OU’s and user accounts on active directory

Adding different computers to Domain

Creating tickets, assigning tickets, and closing tickets

Changing Password Lockout policies

Mapping Share Drives on to computers a part of the domain.

Set up of remote access PC's (teleworking devices), laptops, printers, and software.

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