Help Desk Technical Support

Help Desk Technician with professional and academic experience in information technology spanning network management, software configuration, cyber defense, and phone provisioning. Energetic team player utilizing communication skills to drive collaborative problem-solving and troubleshooting. Dedicated professional adept at completing tickets within deadlines in fast-paced environments.

Areas of Expertise

Technical Support

Help Desk Service

Cloud Computing

Network Management

Penetration Testing

Cyber Security

Customer Service

VPN & VoIP

Software Support

Professional Experience & Accomplishments

Technmotion – Columbia, TN (Remote) 04/2024 – 04/2025

Help Desk Technician

Delivered technical support and customer service for an array of clients across the United States, applying analytical and troubleshooting skills to answer service requests for workstations, printers, office phones, cell phones, network infrastructure, and other technologies.

Consistently ranked as a top technician for tickets completed, resolving 25-30 tickets weekly in ServiceNow from initial answering of incoming calls through to completion.

Supported and troubleshot Cisco Call Manager (VoIP), including phone provisioning, configuration, and comprehensive issue resolution.

Monitored and analyzed network performance using SolarWinds as well as assisted with network management via FortiManager.

Collaborated with a group of other help desk technicians, utilizing communication and listening skills to provide assistance, discuss common issues, and devise corrective actions.

Offered software support for VMware Horizon, Windows operating systems, Microsoft Outlook, Android devices, and other client-specific applications.

Camping World – Chattanooga, TN 02/2021 – 09/2023

Administrator

Utilized a variety of software for tasks such as data entry, email communication, and record-keeping; maintained accurate and organized records for customer information, inventory data, and more.

Provided administrative support to management and other team members, including scheduling appointments, coordinating meetings, and handling general office tasks.

Lifetouch – Chattanooga, TN 09/2017 – 01/2021

Photographer

Managed end-to-end photography projects, driving seamless coordination with school staff, students, and parents to achieve optimal results.

Implemented rigorous quality control measures during editing and production to deliver superb photographs that ensured customer satisfaction.

Education

Associate of Applied Science (AAS), Information Technology – Cyber Defense Specialization

Cleveland State Community College (05/2025)

Technical Certificate, Cyber Defense

Cleveland State Community College

Proficiencies

Cisco Call Manager SolarWinds FortiManager VMware Horizon Windows OS ServiceNow Microsoft Office (Excel, Word, Outlook) Android Devices BeyondTrust Mac OS

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