Personal Info

202-***-****

adjchw@r.postjobfree.com

www.linkedin.com/in/kiersten-

burroughs-32a25a201

Education

05.2019 - 09.2019

The Hope Project

• CompTia A+

• CompTia IT Fundamentals

Skills

Customer Service

Troubleshooting

Escalation

Microsoft Office

Active Directory

PC Hardware

Imaging (MAC and PC)

Wiping devices (MAC and PC)

Apple Support

Mobile Support

Air Watch

Kiersten Burroughs

Tier 2 IT Specialist

A highly committed individual with an ability of running diagnostic programs or checks to resolve a problem encountered by customers. Seeking a Tier 2 or 3 position to utilize my expertise in bringing maximum customer satisfaction. Experience

11.2020 -

present

PC Move Technician

VariQ/Leidos

Image, deploy and set up workstations with computers and necessary peripheral devices

•

Check computer hardware (HDD, mice, keyboards etc.) to ensure functionality

•

Provide ongoing technical support to US House offices that are using a variety of systems and software, including Windows 10 and Windows 7 operating systems, as well as some MAC OS

•

Administer routine maintenance for computer systems that will improve performance, reliability, security and longevity including software and BIOS updates.

•

Provide desktop support for House offices in installing and using House supported software, including messaging client software, word processors, web browsers, anti-virus software, and proprietary House applications.

•

Interface with House members, chiefs of staff, Executive Level Customers and management in resolving technical problems on an emergency basis

•

Provide consulting support to the assigned member offices about the newest technologies and how they best fit the office's needs.

•

09.2020 -

10.2020

Onsite Tier 2 Technician

The Midtown Group/OCTO

Provided desktop support for technical issues for off-site locations throughout the District of Columbia public schools

•

In conjunction with other internal IT support staff, provided first level technical support and troubleshooting desktop related issues, network related incidents (both LAN and WAN), complex issues related to compromised operating systems and infected hosts

•

Provided assistance with installation, operation and maintenance of District owned desktop software, including operating systems (both Windows and Apple), off-the shelf products (e.g. Microsoft Office, Project, Visio, Outlook) and endpoint management tools

•

Logged and routed service requests and incidents in an incident management system

•

• Provided high level of customer service to end users on a daily basis Troubleshot issues related to agency specific applications and web applications

•

Provided technical support for mobile devices, such as iPads, iPhones, Android devices and tablets

•

Worked with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents

•

11.2019 -

05.2020

Application Support Specialist

Softworld Inc/CKA LLC

Worked within the US Coast Guard information technology (IT) department to help end users with the operation and functionality of software applications (MS Office including Access) and equipment via email, phone or walk-in

•

Assisted walk-in customers with usage of peripherals and hardware including scanners, wide format printers (plotter), CD/DVD duplication, and all types of removable media and video capturing.

•

Created and edited scripted help steps to maintain effectiveness of support and to adjust to customer needs

•

Assisted customers with converting video content from one format to another

•

Maintained computer equipment for customer checkout (e.g. projector, digital cameras, video cameras, etc.)

•

Provided walk-in, email, and telephone one-on-one “how to use” application support for Microsoft Windows office applications and equipment

•

03.2019 -

10.2019

Tier 1 Help Desk

R. Emmanuel Bell Consulting and Training Center

Install software, modify and repair hardware and resolve technical issues

•

• Provide base level IT support to 500 end users

Display courtesy and strong interpersonal skills with all customer interactions

•

Develop quick reference guides to assist end-users with challenging software application features

•

Manage Windows workstations including desktops, laptops and tablets

•

• Ensure that Remedy tickets are resolved or escalated Apply solution by restoring broken or intermittent connections, adjusting software configuration install patchesPC refresh and migration Windows 7/8.1 and 10

•

Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging and desk side

•

Provide initial troubleshooting of problems including root cause analysis for desktop, laptop and printers (local/network)

•

Perform Active Directory tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines

•

Create and manage network accounts to include granting access to secured file shares

•

• Manage bench and IT inventory

• Microsoft Deployment Toolkit

Provide level 2 end-user technical support for Windows 8/10, Microsoft office, network connectivity

•

• Manage Windows 7/8/10 workstations

• Troubleshoot Wi-Fi and Ethernet networking issue

Contact this candidate