Technical Support Helpdesk Technician

Lavone Ewell

*************@*****.*** 682-***-**** Crowley, TX

Summary

Dedicated IT Lead Helpdesk Technician with 10 years of experience in technical support and network operations. Proven ability in conducting training, managing IT inventory, enhancing team efficiency and knowledge base. Expertise in Active Directory, remote support, and ticket management, ensuring seamless operations and timely issue resolution. Work Experience

Privia Medical Group

Lead Helpdesk Technician Fort Worth, TX Jan 2023 - Present

• Conducted training sessions for new Technical Support Representatives, significantly enhancing team efficiency and expanding the collective knowledge base.

• Trained new users on NextGen software within the Enterprise Practice Management system, facilitating smoother onboarding and operational integration.

• Authored standard operating procedures and instructional documents, which are actively utilized for helpdesk tasks to ensure consistency and clarity.

• Excellent communication skills, both verbal and written

• Reviewed unresolved tickets regularly, ensuring timely resolutions were provided I.T. Helpdesk Technician Fort Worth, TX Dec 2021 - Dec 2022

• Provided Tier 1 and Tier 2 technical support to resolve software and hardware issues, ensuring uninterrupted operations for internal users.

• Documented support interactions meticulously in REMEDY ticketing system for efficient reference and knowledge sharing within the team.

• Resolved customer issues by troubleshooting software and hardware problems effectively.

• Successfully resolved over 6,800 trouble tickets, enhancing user satisfaction through timely technical issue resolution.

• Participated in after-hours on-call rotations to deliver 24/7 support coverage.

• Delivered remote technical support to clients through various communication channels.

• Escalated complex issues to higher-level support teams to ensure thorough resolution.

• Diagnosed and resolved faults using technical knowledge and pre-scripted repair trees.

• Contributed to maintaining user satisfaction through effective problem-solving and communication.

• Supported continuous operations by addressing and resolving technical challenges proactively. United States Army

Field Artillery Crewman (Honorable Discharge) Tacoma, WA Mar 2018 - Mar 2021

• Managed the deployment of weapons and command systems, ensuring optimal operational readiness and strict adherence to mission parameters.

• Supervised field planning and ammunition logistics, maintaining compliance with all command protocols.

• Facilitated redeployment procedures, upholding stringent standards and enhancing overall mission efficiency. United States Air Force Reserve

F-15 Crew Chief (Honorable Discharge) Goldsboro, NC Jul 2015 - Mar 2018

• Instructed new crew members on maintenance procedures and operational requirements, ensuring adherence to high-quality standards.

• Coordinated aircraft maintenance, including parts replacement and regular inspections, contributing to a 98% aircraft readiness rate.

• Maintained inventory and aircraft data systems, diligently documenting maintenance and services in electronic systems.

United States Marine Corps

Cyber Network Operator (Honorable Discharge) Jacksonville, NC Jul 2010 - Jul 2015

• Provided technical assistance and network improvements to enhance system performance and facilitate user training.

• Diagnosed and resolved hardware, software, and connectivity issues, ensuring network reliability and efficiency.

• Coordinated with vendors for maintenance contracts and service level agreements, maintaining accurate inventory and documentation of network configurations.

• Corrected hardware, software, and network connectivity issues by diagnosing faults and executing skilled tasks.

• Standardized job tasks and trained junior team members on industry best practices and standards.

• Resolved issues and escalated problems with knowledgeable support and quality service.

• Monitored networks and network devices to quickly resolve technical problems.

• Maintained accurate inventory records to ensure up-to-date stock levels and databases.

• Facilitated user training sessions to enhance technical capabilities and system understanding. Education

California Institute of Arts & Technology

Bachelor of Science (B.S.), Computer and Information Systems Security San Diego, CA Jul 2026 California Institute of Arts and Technology

Associate's Degree, Computer Information Systems San Diego, CA Oct 2024 MyComputerCareer.com

Certification, Cyber Security Specialist Program Indianapolis, IN Apr 2022 MyComputerCareer.com

Certification, Information Technology Systems Administrator Raleigh, NC Oct 2021 Certifications

Microsoft Security Certified

Microsoft Network Certified

Network+ In progress

Skills

Active Directory, Remote Support, Ticket Management, System Administration, Desktop Support, Help Desk Support Tier 1/2, Software Installation, Technical Support, Adaptability, Effective Communication, Teamwork, Asset Management, Application Support

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