Support Manager

Contact

470-***-**** (Mobile)

*********@*****.***

www.linkedin.com/in/fieldsashley

(LinkedIn)

Top Skills

Help Desk Support

Troubleshooting

Technical Support

Languages

English

Certifications

Knowledge Centered Support

ServiceNow System Admin

ServiceNow

Ashley Fields

Help Desk Specialist at Delta Air Lines Global Services, LLC Rockdale

Summary

Information Technology is what I do and Love. Helping and instructing users how to use and appreciate technology in an corporate environment. I troubleshoot and fix all technical issues with the education setting. Beginner Front-End web application development experience using HTML, CSS, and JavaScript. A solid understanding of web applications development processes from layout to user experience.

Specialties: Google Certified Level 1 and 2, Office Suites 2003, 2007, 2010, and 365, Lotus Notes, Audio/ Visual, Education State Testing, Ticketing System, Help Desk Support, System Crashes, Desktops, Software Issues, Software Troubleshooting Website Design, Iphone Support, MAC, PC, Adobe Suite, GSuite for Education, NWEA, Visio, Pro Presenter and many other platforms and hardware devices. Currently mastering coding Languages HTML, CSS and JavaScript.

Certifications: A+, Security+ and Network+.

Experience

DGS

Help Desk Specialist

February 2020 - Present (6 months)

Greater Atlanta Area

Level 1 Help Desk Specialist

ServiceNow Administrator

Install and Upgrade Computer Components

Assist with migrating user accounts in Active Directory to different Domains Assist with the implementation and coordination of IT processes Collaborate with many teams to ensure technical issues are solve Daily usage of MS O365, MS Teams, Azure, Active Directory, TeamViewer, ServiceNow, NetSuite, Salesforce

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The RISE Schools

1 year 7 months

Coding Instructor

August 2018 - February 2020 (1 year 7 months)

Instructional Technology Specialist

May 2019 - January 2020 (9 months)

East Point, Ga

• Created a user manual and provide group training for various programs and software.

• Teach a 9-week coding class to Middle School students (HTML, CSS and JavaScript)

• Created a User Manual and provided training to all Software and Hardware devices (Promethean Boards, RICOH Copiers, Google Edu Suite and PowerUp EDU)

• Installed and Configured over 500 student workstations and 85 staff workstations

• Act as a Level one Help Desk Specialists for approximately 900 users

• Accept general responsibility for the knowledgebase and contribute to its content

• Provides input in the development school-wide programming input that enables students to effectively use technology

• Model lessons in the classroom to teachers to show them effectively integrate technology use

• Worked with leadership to develop Acceptable Use Policies for staff and scholars

• Communicate with pertinent staff to make decisions on school-wide technology initiatives, technology purchases and plans for technology implementation

• Trained school staff on computer programs, internet use, and basic computer troubleshooting

Chattahoochee HIlls Charter School

Technology Specialist

February 2017 - June 2019 (2 years 5 months)

Chattahoochee Hills

• Assisted with computer configuration, troubleshooting software and network connectivity issues and maintain surveillance over the operation of the network.

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• Engaged and Track priority issues with responsibility for timely documentation, escalation, resolution and closure of trouble tickets.

• Monitor and Support 25-35 Wifi Access Points

• Teacher and Staff Support, In Person and Remotely (70 people on staff)

• Troubleshoot different programs and devices (e-schools, jupitered, EasyIEP and many more)

• Created Ticket System

• Handled Operation Tasks

• Project Manager on different projects

• LAN and WAN Support in classrooms

• Create Templates for new website and maintained school websites as well as teachers web pages

• Supported Office 365 environment

• Performed Data Backups and Maintained Recovery Tools

• Created and Maintained Training Documents and Procedures

• Taught Kids coding programming languages

• Sales and Marketing of overall events for the academic school year Chick-fil-A Corporate

Service Desk Analyst

July 2016 - February 2017 (8 months)

• Monitor and Support up to 2000 restaurants

• Troubleshoot devices, including: Point of Sale (POS) Software, MICR printers, Kitchen Production System (KPS), Mobile POS on iPads, Network, POS Server and PC.

• Remotely assist restaurant personnel with IT issues.

• Escalating issues to the appropriate team or third party vendors when necessary.

• Create ServiceNow Incidents for all help desk calls and events and perform follow up with the status update.

• Create New Knowledge Base to resolve any new or recurrent issue and share through ServiceNow.

* Second Skill Marketing Support Analyst

Czarnowski

IT Support

May 2012 - July 2016 (4 years 3 months)

Greater Atlanta Area

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Desktop and Laptop support, Mobile device support, Conference Room Support, Microsoft Office Suites, Coordinates production, & distribution of reports, proposals and other materials, serves as project manager for special projects and effectively prioritize and respond to conflict in fast paced, high stress environment.

Education

ITT Technical Institute

A.S, Computer Information Systems program with Computer Network Security · (2010 - 2012)

Javelin Technical Institute

Certification, Information Technology · (2007 - 2009) Albany State University

Computer Science · (2005 - 2006)

Western Governors University

Bachelor of Science - BS, Information Technology · (2019) Page 4 of 4

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