Help Desk Support Assistant

BRYANT STEWART

Baltimore, MD • +1-443-***-**** • **************@*****.*** • Clearance: Eligible

Customer-focused mobile and remote access support technician with experience in various customer operating system applications and software. Analytical and adept at resolving complex remote access on computer and mobile device issues that may occur for Stella Maris employees while using critical thinking skills to address customer support issues promptly.

TECHNICAL AND SPECIALIZED SKILLS

CompTIA A+ Certified • Mobile Devices • Networking • Software, Hardware, and Network Troubleshooting. Functional areas of expertise include:

● Microsoft 365

● Active Directory

● Windows and macOS

● Problem Solving

PROFESSIONAL EXPERIENCE

Stella Maris, Baltimore, MD Jun 2019 – Present

Technical Support Specialist

● Provides in-person, telephone, and email technical support to end-users promptly and professionally.

● Performs imaging/reimaging of assets, peripheral re-installation, and maintenance and deployment.

● Ensures all critical or VIP requests or tickets are attended to or resolved promptly and efficiently and documentation on the troubleshooting and resolution efforts are completed via remedy.

● Provisions user accounts/ granting an appropriate level of permissions based upon the types of approved requests administered group policies within Apple iOS and Android Hubs.

● Maintaining confidentiality and discretion when working with password-protected and other sensitive files stored locally on mobile devices or sensitive materials.

● Install, configure, and upgrade facility-issued laptops and mobile devices software in preparation for remote access.

Bill Bateman Towson, MD May 2013 – June 2019

Junior Technical Support (October 2018 – June 2019)

● Provided end-user support for various applications, remote access, hardware deployment, and troubleshooting.

● Used active directory to create users, contacts, distro groups, and reset user’s passwords

● Maintains and submits updates to asset management for all equipment maintained

● Scheduled repairs, installs, and configured workstations for new hires with approved images and additional software as required.

Office Assistant (May 2013 – October 2018)

● Maintained contact between clients and management/catering staff/chefs

● Handled work outside of requirements when necessary (i.e., working catering events, assisting the Dining Services Manager with computer-related questions/issues, and checking inventory).

● Scheduled events and often helped clients customize food and set up based on the occasion.

● Worked efficiently in a fast-paced, ever-changing environment while facilitating memorable guest experiences. EDUCATION

Patterson High School, Baltimore, MD June 2003

High School Diploma

Technical Support

Linux

ServiceNow

IT Infrastructure

Contact this candidate