Technical Support It

Christina Leverone

727-***-**** ************@*****.*** Palm Harbor, FL

www.linkedin.com/in/christina-leverone

SUMMARY

Dynamic and experienced IT professional with a robust background in providing comprehensive technical support and managing IT infrastructure across diverse industries. Demonstrated expertise in system administration, Windows and MacOS environments, mobile device management, and cloud services. Proven track record in troubleshooting complex issues, implementing effective solutions, and ensuring seamless system performance. Adept at customer service, team leadership, and maintaining meticulous attention to detail. Possesses a diverse skill set encompassing hardware and software support, network administration, and cybersecurity protocols. Highly adaptable to new technologies and driven by a commitment to delivering exceptional user experiences while maximizing operational efficiency. EXPERIENCE

Sr IT Support Engineer 6/2024-12/2024

System Crew GmbH

• Customer Support:

– Ensured a positive user experience by being patient, empathetic, and helpful.

– Responded to customer inquiries through phone, email, or tickets for immediate assistance.

• Technical Troubleshooting:

– Identified and resolved various technical problems, including software glitches, connectivity issues, and hardware malfunctions, ensuring optimal desktop and mobile performance.

– Troubleshot and resolved technical issues in Microsoft 365, Azure, Cisco Meraki networking, and other cloud-based systems.

• Endpoint Management:

– Assisted users with managing endpoints, including Windows, macOS, and mobile devices, using Intune and various remote management tools.

– Managed MDM devices to ensure all assets were properly enrolled, maintained, and retired according to company policy.

– Enforced and managed device management policies and profiles within MDMs that complied with company standards and security requirements for updates, patches, and software deployments.

– Ensure Endpoint Compliance by implementing and enforcing compliance policies to maintain endpoint security and adherence to company standards.

• Network and User Management:

– Provided assistance with network troubleshooting and management, including Wi-Fi networks, firewalls, and switches.

– Managed user identities, permissions, and authentication through Entra ID (formerly known as Azure AD). Tasks included account setup, password resets, and group policy management.

– Managed and configured shared mailboxes and calendars in Office 365. Used Exchange Admin to monitor mail flow and performance. Generated reports on email usage and system health.

• Documentation and Remote Support:

– Created comprehensive documentation and knowledge base articles to assist both customers and internal teams in issue resolution.

– Utilized remote access tools to diagnose software/hardware issues remotely, minimizing downtime for clients.

• System Maintenance:

– Installed, configured, and maintained desktop hardware, software, and peripherals.

– Deployed and managed operating systems and software updates. Sr IT Support Specialist 12/2022 – 3/2024

Insight Global, Cooley LLP

• IT Support and Administration:

- Delivered comprehensive IT support for a global law firm with over 3000 employees

- Utilized Windows Server and Active Directory to manage user accounts and system configurations, increasing efficiency and productivity

- Served as System Administrator and Systems Engineer, managing Active Directory, Azure Active Directory, and Microsoft Intune

• Technical Support:

- Provided technical support for Windows OS, Apple MacOS, IOS (iPhone), and Android devices

- Resolved technical issues and provided timely technical support through ServiceNow, Knowledge Base, and Documentation, utilizing Root Cause Analysis and Backup & Recovery skills

- Leveraged analytical thinking and problem-solving skills to identify and resolve complex technical issues, minimizing downtime and maintaining system availability

• Endpoint and Device Management:

- Ensured secure and efficient End Point Management and Mobile Device Management (MDM) using Identity & Access Management (IAM) and SaaS solutions

- Managed MDM devices to ensure all assets were properly enrolled, maintained, and retired according to company policy

- Enforced and managed device management policies and profiles within MDMs that complied with company standards and security requirements for updates, patches, and software deployments

• Cloud and Infrastructure Management:

- Managed cloud infrastructure and services, including Microsoft Azure, Azure Admin, and Microsoft Defender

- Successfully migrated to EXO and managed Exchange Admin for efficient email communication

• Documentation and Knowledge Sharing:

- Developed and maintained comprehensive documentation and knowledge base articles for reference and training purposes

- Log and manage incidents, service requests, and inquiries in ServiceNow.

- Maintain accurate records of all support activities, including incident resolution and service request fulfillment. Apple Certified Support Specialist 8/2021 – 9/2022 Kelly Services, Apple

• Provide technical support and troubleshooting for Apple products, including iPhones, iPads, MacBooks, iMacs, Apple TVs, and HomePods.

• Assist customers via phone, chat, or email, offering step-by-step solutions to their technical issues.

• Utilize problem-solving skills to quickly and accurately identify solutions for hardware and software issues.

• Stay up-to-date on the latest Apple products and services to provide accurate and relevant support.

• Maintain detailed records of customer interactions and support activities.

• Collaborate with other Apple support teams to resolve complex issues.

• Participate in ongoing training and professional development to enhance your skills and knowledge. Computer Repair Technician 2/2018 – 7/2018

Dr. PhoneFix

• Diagnose and repair software and hardware issues on MacOS and Windows devices.

• Tested newly repaired devices to ensure full functionality before returning them to customers.

• Ordered necessary replacement parts from suppliers to maintain inventory levels.

• Replaced damaged components such as screens, batteries, and charging ports.

• Maintained accurate records of repairs completed, parts used, and customer information.

• Assembled and disassembled complex electronic equipment for repair purposes.

• Diagnosed and repaired malfunctioning electronic devices, including smartphones, tablets, and laptops.

• Soldered and desoldered electronic components using appropriate tools and techniques. Electronics Repair Technician 7/2017 – 2/2018

CPR (Cell Phone Repair)

• Demonstrated exceptional attention to detail while working on intricate internal parts of various smartphone models.

• Updated inventory records and managed stock levels of mobile parts and accessories.

• Ensured proper disposal of electronic waste according to environmental regulations.

• Utilized diagnostic tools and software programs to identify mobile device issues accurately.

• Replaced damaged or malfunctioning components within mobile devices without causing further damage.

• Tested equipment following installation or repair, verifying functionality and adherence to specifications.

• Diagnosed and repaired various electronic devices, such as smartphones, tablets, and game consoles. Office/IT Manager 5/2003 – 11/2015

WWR Designs

• Spearheaded the design and deployment of a scalable network infrastructure, improving connectivity and reducing downtime .

• Successfully executed the migration of on-premises infrastructure to Azure and Google Cloud platforms.

• Implemented ITIL best practices to streamline service delivery processes

• Executed advanced threat detection and prevention systems, reducing the risk of cyber attacks and ensuring the integrity and confidentiality of sensitive data.

• Created storage area network (SAN) or network-attached storage (NAS) solutions, optimizing data storage capacity

• Configuring and maintaining the networked computer system, including hardware, system software, and applications.

• Monitoring system performance to ensure everything runs smoothly and securely.

• Researching and recommending new approaches to improve the networked computer system EDUCATION

High School Diploma 9/2000

Clearwater High

CERTIFICATIONS

ACSP - Apple Certified Support Professional 8/2022 SKILLS

• All Windows OS • Windows Server • Apple • All MacOS • IOS (iPhone) • Android • Windows Migration • System Administration • System Administrator • Systems Engineering • Active Directory • Azure Active Directory • Microsoft Entra • Microsoft Intune • End Point Management • Mobile Device Management (MDM)

• Identity & Access Management (IAM) • SaaS • Microsoft Azure • Azure Admin • Microsoft Defender • Cloud Computing • Servers • Cloud Services • Cloud Infrastructure • Confidentiality • Ethical Wall Management • SSO • Group Policy • MFA • EXO Migration • Microsoft Exchange • Exchange Admin • Microsoft Office • Microsoft Outlook • OneNote • OneDrive • Office 365 • Scripting • PowerShell • Python • Automation • 365 Admin • Microsoft Teams • Microsoft Word • Microsoft Excel • Microsoft PowerPoint • SharePoint • Co-Pilot

• Networking • Remote Desktop • Proxy Pro Master/ Proxy Pro Host / Proxy Air • HID & Genetec Security Desk • Zoom • System Performance • System Configuration • ServicNow • Knowledge Base Management • Documentation • Issue Resolution • Technical Support • Helpdesk • Desktop Support • Troubleshooting skills

• Root Cause Analysis • Backup & Recovery • Technical Management • Hardware Support • Software Support

• Accessories • Peripherals • Wearables • Vendor Management • IManage • ChangePro • 3B Clean • Litera Metadact • 3E Financial • Intapp Time • Intapp Walls • Visio • Virtualization • VMware • Virtual Box • Citrix • VDI • Cisco Meraki • SSL • DNS • TCP/IP • VPN • Networking Technologies • Routing Protocols • Firewalls • Active Listening • Customer Service • Teamwork • Leadership • Detail Oriented • Customer Focused • User Experience • Communication skills • Written And Oral Communication • Self Motivation • Forward-Thinking • Analytical Thinking • Adaptability • Patient • Fast Learner • Problem Solving • Creative Problem Solutions

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