Technical Support Information Technology
Resume:
Eboni Shaw
Shreveport, LA *****
************@*****.***
Professional Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Authorized to work in the US for any employer
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Computer Technician II
General Dynamics Information Technology NAVY-Bossier City, LA November 2022 to Present
• Diagnosed and repaired hardware issues for various computer systems, ensuring optimal performance.
• Maintained technology equipment performance by configuring, diagnosing and repairing hardware.
• Assisted senior network administrators in configuring routers, switches, firewalls, VPNs, DNS servers, DHCP servers.
• Configured IP assignment, core network configuration, and DNS setup for new users.
• Managed user access and permissions in Microsoft environments, ensuring compliance with organizational policies.
• Contributed to cost savings through virtualization of desktops and applications using Citrix technologies. Technical Support Engineer - Tier 1 - Central Time Zone Integral Federal-Remote
May 2024 to April 2025
• Resolved technical issues for clients through remote support, increasing customer satisfaction.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Collaborated with team members to troubleshoot complex technical issues, resulting in faster resolution times.
• Proved successful working within tightened deadlines and a fast-paced environment.
• Worked effectively in fast-paced environments.
Service Desk Technician
General Dynamics Information Technology-Bossier City, LA March 2019 to November 2022
• Developed and documented standard operating procedures for consistent IT service delivery across the organization.
• Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
• Maintained office PCs, networks and mobile devices.
• Configured hardware, devices, and software to set up work stations for employees.
• Responds to inquiries received through phone, email, web based, or chat with a customer about the company, products, or services in a timely and accurate manner. Documented these interactions within the ITSM tool (create, track, escalate, and/or resolve).
• Reduced downtime, troubleshooting hardware and software issues to maintain smooth computer operations.
Education
Certificate in General Studies
Bossier Parish Community College-Bossier City, LA
August 2018 to May 2019
Associate in Criminal Justice
Bossier Parish Community College-Shreveport, LA
January 2015 to May 2017
Diploma
Booker T. Washington High School-Shreveport, LA
August 2009 to May 2012
Skills
• Customer service
• Salesforce
• Active Directory
• ServiceNow
• Software troubleshooting
• Microsoft Office, Microsoft Word, Excel (6 years) Certifications and Licenses
Secret Clearance
HDI Certification
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