Department Technician Support

Kylie Dabney

Rincon, GA *****

678-***-**** - ************@*****.***

Professional Summary

Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures.

Skills

Microsoft Office Suite

Active Directory

Packet tracer

Microsoft Office

Ability to type 55wpm

Help Desk

TCP/IP

SCCM

ServiceNow

DNS

Operating Systems

Able to type 55 words per minute

Certifications and Licenses

Work History

Field Service Analyst NTT Data Services

Location: Hilton Head South Carolina

Hilton Head Hospital:

Current-01/2023

Closing tickets within service now,

conducted walk through with in the hospital to ensure that all health care professional equipment is operating to optimal performance as well as performing to standard.

Logged all internal issues such as network connectivity, client’s specific applications, printers not responding correctly, and or peripheral components needing to be replaced: docking stations, keyboards, mouse’s, monitors, desktop towers power cables etc.

Responsible maintaining asset tag and service tag management of inbound products through an excel spread sheet, i.e scanned and updated new on a spread sheet for accountability and accuracy. Conducting Microsoft teams meeting with colleagues to discuss changes in policy and internal problems be faced within the hospital staff that needs to be addressed.

Operations It Technician

Wells Fargo Technical

Tek-systems 01/2022-11/2022

1st point of contact for Wells Fargo Bankers Tellers and Associates and when facing technical related issues

Collaborated with other IT professional resolve all tickets within with remedy and Service Now and maintained productions quota requirements, Used Microsoft teams as primary means of communications

Installed Windows 10 on all Desktops and laptops within facility

Ensure that office 365 was installed on all devices as well as outlook

Used Remote operation to assist with password resets and information being back up on cloud-based servers

10/2021 to 01/2022

IT Specialist

DISYS United Health Care l

Answered inbound call and assisted with internal end users with technical related issues and closed tickets

Coordinated with Technicians via Microsoft teams to ensure end users tickets and issues were resolved

Documented client information through VCC application and ensured that calls were removed from the Que

Reset end user's password within Active Directory

Resolve internet connection via server Resets

Used SCCM to ensure all devices contained office 365 as well as windows 10.

05/2021 to 10/2021

Honey Baked IT analyst

Project/Refresh Project Buckhead, Called honey Baked store locations and schedule upgrades from windows 7 to windows 10

Replaced old Desktop and with new upgraded machines

Maintained Asset Tag and serial information on excel spreadsheets for record keeping

Closed out work order through Service Now ticketing systems

Back up end users' files on a network drive.

02/2021 to 05/2021

Electronics/IT department Technician

United States Navy

Replaced SSD, HDD, and Reimagined Lap tops and Desktops

Used remote operations to close out job tickets

Reimagined over 350 laptops and Desktops

Mapped Network drives to ensure information was successfully transferred.

12/2020

Hardware/ Migration Technician

Advent Global Solutions – Atlanta, GA

Banneker High Reimagine/Refresh Project

Field 4 engineer Reimagined over 150 computer systems

Replaced motherboards Rams stick LCD screens and closed out tickets within SRMS and DELL EMC Work with techs to ensure that productions levels for closing out calls was met

Replaced Hard Drives and CPUS,

Enter the BIOS to install Windows from USB

After work day documented asset tag and serial information for Management to check for production

USE switch to image Devices

Disposed of old hardware Products with FED Ex boxes and labels

Recorded assets and serial information spreadsheets to ensure productivity level were maintained.

01/2020 to 03/2020

Help Desk Technician II

Honey Baked Ham Project, Honey Baked Ham – Alpharetta, GA

Imaged over 150 laptops and desktops by putting the latest version of windows 10 on all computers

Remote into end users' desktops using their Ip address to resolve and technical related issues

Closed out tickets within the service now ticketing system

Added new employees and end users to Active Directory upon employment

Reset passwords within active directory when accounts became locked out by end users

Joined all end users to the domain to ensure quality interaction with the network

Copy and organized files into one folder to ensure organization of files

Ipconfig/all Ipconfig/flush DNS Ipconfig/ Reverse DNS look up manually assigned Ip

Address to various devices

Took customer calls and walked them the steps of getting their computer back up and running at optimal performance

Work with tier 2 and 3 helpdesk technicians to ensure that productions requirements were met

01/2019 to 05/2019

System Migration Technician/ Desktop Support Technician

Apex Systems – Baton Rouge, LA

Successfully migrated over 200 end user's devices

Ensured that all end user's operating system was updated from Windows 7 to Windows 10

Ran computer diagnostics to ensure best computer performance and speed

Received and closed approximately 35 calls within the remedy ticketing system

Installed client specific application by imaging the computer

Used SCCM to device were working correctly and efficiently

Instructed end users how to interact with office 365

4 Years of Active Directory experience

05/2018 to 09/2018

NTT Data Computer Support Technician

State of Georgia, Dell – Atlanta, GA

Refreshed over 100 laptops and desktops for state level agencies such as DFACS, DOAS, and DHS

Responded to between 20 and 40 calls depending on daily volume

Reimaged over 350 desktops and laptops

Took 25 inbound calls and walked end users through steps on how to interact with their operating system

Downloaded print drivers for end users for office use

Installed client specific applications for state agencies

Install Windows 10 operating system on over 200 laptops

Added users to active directory, reset end user's login credentials and joined users to the domain

Remoted into end user's computers to aid with installation of programs such as Microsoft Office

365, Outlook, etc.

01/2018 to 04/2018

January Field Technician

Firmament Solutions, Clayton County

Refresh project

Reimaged over 200 laptops and desktops for the clayton county school system

Replaced hard components i.e.: ram sticks, motherboards, and hard drives

Documented asset tag serial information and model number on a computer checklist

Assisted with Large scale device deployments for high school students.

Education

2016

Computer Networking Certification/ A+ in Computer Science

Lincoln College of Technology - Marietta, GA

08/2013

Bachelors of Computer Science: Computer Science

Lincoln College of Technology, Columbus State University

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