Information Technology Desktop Support

LaTasha R. Malone, MSMIT

**** ***** ****** **. #*, Independence, Ky. 41051 – 859-***-**** ****************@*****.***

Objective

I am seeking a leadership position in Information Technology where my education and experience will benefit a growing company.

Experience

Desktop Support Specialist

DMI, Sharonville, OH

9/2024 – Present

SOM Process Improvement Team

ServiceNow, Amazon Workspace, Government support

Work with vendors to troubleshoot and resolve issues.

Deliver support for reported problems with desktop computers, laptops, peripherals, and mobile devices.

Install and configure desktop computer hardware, software and peripherals using standard procedures.

Assisting individuals who have problems with computer hardware, software, or networks by asking them to describe the problem and walking customers through potential solutions.

Train people in the use of computer hardware and software, including how to use printers, email programs, and various software applications.

Keeping track of pending and completed computer help-desk requests to monitor the performance of a company’s product (for example, software or hardware), or the overall health of a company’s computer and network systems.

Answer inbound phone calls and respond to voicemails.

Answer inbound chats.

Maintain satisfactory quality assurance scores.

Assist other teams with overflow work

Technical Specialist II – LSIT (Local Site Information Technology)

Previous positions: Desktop Support (PC Technician II) – ITSS (Information Technology Shared Services), Customer Care Lead, TSR II, TSR

Charter Communications, Florence, KY

4/2012 – 2/2024

SME Project Management Team

ServiceNow, Cherwell, Active Directory, Dart Imaging

Train and mentor Associate Technical Specialists

Actively and consistently support all efforts to simplify and enhance the customer experience

Troubleshoot and repair equipment

Verify integrity of accessories and clean the equipment

Configure equipment to customer specifications

Install RAM, hard drives, video cards, CD-ROMs, and other peripherals

Update tracking and inventory databases

Analyze, test and evaluate new products

Maintain library of current BIOS, drivers and patches for supported equipment

Assist in implementation of IT projects; provide support to department manager

Keep peers/manager informed of trends, significant problems and delays; keep customers informed of problems/downtime

Update customers on status of reported problems

Other duties as requested by the manager.

Humana Clinical Pharmacy Review, Customer Support Specialist

Humana Inc. Louisville, Ky.

11/2010 – 2/2012

Assisted customers, pharmacies, and physicians with P/A requests for prescription medications.

Technical Escalation Lead

Charter Communications, Louisville, KY

9/2003 – 7/2010

Assist TSR’s with escalated customers.

Coach TSR’s to all metrics (AHT, QA, Sales)

Deliver feedback on the performance of TSR’s to their direct supervisor.

Direct Team Meetings

Internet technical support escalations.

Education

Master of Science: Managing Information Technology

Sullivan University, Louisville, Ky.

9/2021 – 3/2025

Magna Cum Laude

President’s Award

Bachelor of Science: Business Administration – Management

Sullivan University, Louisville, Ky.

1/2014 - 6/2016

Associate of Occupational Studies: Computer Science- Programming

RETS Institute of Technology, Louisville, Ky.

11/2001 – 11/2003

Certifications

HP Commercial Desktops, Workstations, and Notebooks Service Qualification (HP Inc.) Marketplace Business Simulations

References

Available upon request.

Contact this candidate