Blair Gidden

Fife, WA ***** • adgxzr@r.postjobfree.com • 352-***-****

Education

Florida State College at Jacksonville Jacksonville, FL

Bachelor of Applied Science in Supervision and Management Graduated December 2018

Polk State College Lakeland, FL

Associate of Arts Graduated June 2016

National Honor Society Member

Skills

3+ years of management experience working in support operations - incident management with a ticketing system

2+ years of experience supporting hardware, OS and networking, including virtualization services.

Serviced Windows, Mac and Linux based systems, including Office 365 and Google G-Suite in person and via remote assistance programs

Provided remote and on-site troubleshooting, training and tech support to end users

Excellent customer service, conflict resolution, communication and problem solving skills

Highly motivated, self-starting individual contributor, capable of working closely and effectively within a team

Skilled with desktop and application troubleshooting

Experienced help desk technician with low MTTR

Experience

BrokerIDXsites.inc Spring Hill, FL

IT Support Team Administrator (Remote and In-Person) June 2016 – Present

Developed individual and group training schedule and workshops promoting professional development on technology systems.

Organized computer equipment and software maintenance, repair, purchasing and licensed installation, and maintained networks and connectivity for all users.

Provided Tier 1 and 2 end-user SAAS support for all clients and employees

Directed and supported various Help Desk ticketing services for clients directly; ensuring timely completion of tasks utilizing ticket escalation and priority management when delegating tasks.

BrokerIDXsites.inc Spring Hill, FL

Client Services and Project Manager April 2013 – June 2016

Coordinated the completion of multiple projects utilizing internal resources and third parties/vendors on time, and within budget. Managed changes to the project scope, schedule and costs using appropriate techniques.

Designed detailed spreadsheets, diagrams and models to document needs, and organize operations.

Set a precedence for fellow team members to follow and maintain an enthusiastic attitude, friendly demeanor, and integrity-driven conduct at all times

Created and Maintained Public and Internal Knowledgebase and guides

Created and Maintained Public instructional videos

BrokerIDXsites.inc Spring Hill, FL

IT Help Desk Assistant January 2012 – April 2013

Provided technical support to customers and staff members, troubleshooting problems, assisting with account set up, and performing various software functions.

Systematized communications to keep a detailed record of all problems diagnosed and fixed

Worked closely with senior help desk staff supervisor to learn how to solve common customer issues and tech problems

Interests

Hiking and off road Exploring – hiked in and near many of our national and state parks.

Sports – Formerly played baseball, football, soccer, and volleyball. Currently in an adult flag football league.

Volunteerism – Assisting Elderly Community members with day to day needs, as well as legal preparations.

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