Leyah Myles 202-***-**** adnvkq@r.postjobfree.com Hyattsville, MD

IT Technician

3years IT Technician experience

* ***** ******** ************* **********

4years Customer Service experience

Summary

Detail-driven Information Technician with 2 years of tech support experience. Delivers excellent customer service and assistance. Expert at building and rebuilding staff workstations. Plans ahead, ensuring systems in place for quick setup. Shares techniques, solutions, and best practices with team members. Diagnosis’s problems and glitches, finding and implementing changes and upgrades. Expert Help Desk support, providing timely interventions and fixes.

Areas of Expertise

Hardware Networking Helpdesk Support Customer Service Problem Solving Image Stations

Computer Re-imaging New Hire Computer Setup Tech Support Diagnostics Reporting

Issue Resolution Workstation Setup Rebuilding Computers

Technology

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops and laptops; Dell desktops and laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps.

Networking: Networking experience; running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi-Fi router.

Helpdesk Support: Escalated and documented in ticketing system, customer service support (email, phone, and in person), Sales Support (research market, product, service, and client information.

Professional Experience

Field Service Technician, Medstar Washington Hospital Center, Washington, DC 09/2019 – Present

Imaging Station Building: Helped build imaging station, allowing multiple computer imaging simultaneously; decreased computer configuration time, thereby increasing staff productivity.

Computer Re-imaging: Reimaged ipads and computers by upgrading software; corrected issues and increased computer and ipad speeds.

Issue Resolution: Resolved customer and contractor issues by providing prompt, thorough, and rapid technical support; increased work productivity.

New Hire Technology Management: Managed computer installations, repairs, and maintenance before deploying, ensuring customers and staff well equipped with essential tools for success.

Tech Team Support: Supported technical team with essential information, training, and skills, improving team response to staff members requesting IT support.

iPhones: Restored and built iPhones for projects and tickets.

Customer and Contractor Support: Provided technical support to customers and contractors at workspace location; rapidly and thoroughly resolving issues.

Diagnostics: Diagnosed errors and technical issues by exploring proper solutions.

Reporting: Produced timely and detailed service reports, capturing data documentation.

Desktop Support Technician Intern, Kaiser Permanente, New Carrollton, MD 01/2019 – 06/2019

Email Tech Support: Responded to incident tickets by email, supporting staff and customers; provided quick resolution, answering questions, and correcting any incidents remotely.

Computer Upgrades: Replaced computers scheduled for upgrade; helped improve daily staff work by replacing an older, outdated model computer.

Workstation Setup: Delivered and configured new staff workstations enabling new employees to commence computer-based work once onboard.

Rebuilding Computers: Rebuilt laptops and desktops for tickets and projects, ensuring plenty of resources available for deployment.

Ticket Management: Responded to email service and incident tickets, according to response timeline deadlines.

Computer Support: Delivered computers and devices to employees for the Mid-Atlantic region.

Cashier, Papa John’s, Bladensburg, MD 12/2016 – 06/2018

Scope: Provided customer service with accurate orders, on-time delivery, quality communication; organized delivery drivers based on location, increasing delivery speed and customer satisfaction.

Child Development III Intern, Young Achievers, Landover Hills, MD 01/2018 – 05/2018

Child Development III Teacher Aid/Intern, North View Elementary School, Bowie, MD 01/2017 – 05/2017

Education and Training

Information Technology Training, Year Up, National Capital Region, Arlington, VA 09/2018 – 07/2019

Participated in leading national career development program, which prepares students for roles in IT support, software development and testing, project management, and frontline sales. Program includes college-level coursework, career training, and a 6-month corporate internship.

Earned credits through American Council on Education’s College Credit Recommendation Services. Coursework focused on track-specific content (computer hardware and troubleshooting, quality assurance, project management, or customer service), along with Microsoft Office applications, advanced Excel, business writing, and public speaking.

Volunteer Service: Martha’s Table, Feed the Homeless

Awards and Recognition: Hardware Award in 2018, Year Up

Professional Affiliations: Alumni – 2018 Year Up

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