Desktop Support Software

Kaanin Gibson

Perth Amboy, NJ • 732-***-**** • ********@*****.*** • https://www.linkedin.com/in/kaanin-gibson-101152a2/

Professional Summary:

IT Professional, who passionately helps others by providing exceptional service & communicates effectively. Born leader & quick problem-solver, who works well independently and/or with a team. Proficient in hard & soft skills. Seeking further opportunities to grow a company & I by applying my education, experience, skills, & certifications. This will bring me one step closer to my career goal in IT.

Education:

IT Support Specialist Diploma in Information Technology: Everest Institute, South Plainfield, NJ Sept 2015

Technical HS Diploma in Comp. Systems Technology: Middlesex County Vocational Tech. School, Perth Amboy, NJ Jun 2013

Technical Skills:

Hard: Windows 7/ Windows 8/ Windows 10, technical assistance/support for computer systems, software, & hardware, Microsoft Office2010/2013/2016 suite, Office 365, Local Area Networks (LAN), Wide Area Networks (WAN), troubleshooting Network & Local printer configuration, Data/media recoverability with server backups, DHCP, Remote Desktop, VPN, Software Installation Technical Troubleshooting, Hardware Configurations, Software Installs, LAN Connectivity, Problem Diagnosis, Phone & Online Support, Preventive Maintenance, User Training/Support, and Complaint Handling.

Soft: Customer service, time management, problem-solving, and negotiation.

Experience:

Technical Support Specialist: OS33 – Iselin, NJ Jan 2020 – Nov 2020

Provided Helpdesk/Desktop Support. Responded to customer requests for assistance via phone and email.

Reported data. Provided prompt, courteous, and complete resolutions.

Regional IT Specialist: Kodiak Systems – Somerset, NJ Nov 2017 – Dec 2019

Switch/Router racking. Provided Helpdesk/Desktop Support. Assisted in user training and education, while onsite.

On call support/travel to customer locations, such as TX, NJ, MA, LA, OK, & MI. Considered deployment of new equipment throughout the facilities during a buildout. Lead morning meetings with Directors, during initial two weeks post go-live.

Help Desk Analyst 1: Kodiak Systems – Somerset, NJ Sept 2016 – Nov 2017

Monitored LAN/WAN and server process alerts. Responded to customer requests for assistance via phone and email.

Documented request resolution progress, using our proprietary Remedy Incident Tracking System.

Worked with other members of the operations team to resolve customer requests. Interfaced with other service providers and outside vendors. Provided prompt, courteous, and complete resolution of customer requests.

Help Desk Technician: Brother International Corporation – Bridgewater, NJ May 2016 – July 2016

Kindly answered Help Desk calls & responded to user requests for assistance with PC related issues.

Troubleshooted & resolved PC hardware. Solved software problems. Supported A/V equipment.

Ordered wireless including blackberry, android, iPhone, tablets, & other various wireless devices. Ordered, installed & maintained PC hardware/software for local and remote employees, including inventory records.

Followed change management procedures as determined by IT management. Assisted Systems Administrators with projects on an as needed basis.

IT Support Assistant: Everest Institute – South Plainfield, NJ Nov 2014 – Feb 2016

Responded to maintenance of computer hardware/software and media equipment. Installed, delivered, and setup computer hardware/software, printers, and media components.

Maintained & cleaned computer equipment. Replaced defective components, restored files, adjusted settings, & setup software to pre-established standards. Collaborated with the team & others on projects; provided first line of support.

Certifications:

CompTia A+ and CompTia Network+

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