It Support Technical

Aisha Hector

Towson, MD, *****

*********@*****.***

SUMMARY OF EXPERIENCE & SKILLS

IT professional with over five years of experience in customer support, technical troubleshooting, and application support. Skilled in resolving hardware and software issues, managing ticketing systems, Strong problem-solving skills. Proficient in Microsoft Office applications (Word, Excel, Outlook) and experienced with Microsoft 365 and Active directory, Imaging and PC deployments.

Technical Skills

• Customer Support: 5+ years of experience in customer and application support.

• Microsoft support: 3+ year of hands-on experience with Microsoft 365, including SharePoint, Intune, Active Directory.

• Ticketing Systems: ServiceNow, Jira, BMC Service Desk Express. SolarWinds

• Operating Systems: Windows 7/10/11, macOS, Linux, Windows Server 2016. Education

Studied Computer Science

Towson State University – Towson, MD

Certifications

• CompTIA A+ Certification COMP001021636528

• HP Hardware Desktop & Laptop Certification

Professional Experience

Applied Technology Services - City of Baltimore (via Daly Computers) Depot Repair Technician June 2024 – December 2024 Rosedale, MD PC Technician June 2023 – June 2024 Baltimore, MD Depot Repair Technician

• Contractor assigned to ATS through staffing partner Daly Computer.

• Diagnosed and repaired 300+ city-owned devices (laptops, Chromebooks, PCs).

• Led Windows/macOS deployments for 200+ end-users while improving hardware diagnostic and troubleshooting processes.

• Provided on-site and in-house support including reimaging, component replacement, and device testing.

• Updated repair tracking ticket systems in Autotask with detailed, precise information to ensure task completion.

PC Technician

• Provided customer and application support to end-users, resolving hardware, software, and peripheral issues.

• Imaged, configured, and maintained operating systems (Windows, macOS) and software applications including Microsoft Office 365.

• Utilized SolarWinds ticketing systems to log, track, and resolve incidents while ensuring timely updates.

• Conducted walkthroughs with managers and scheduled users via Bookings to ensure conflict-free deployments.

• Collaborated with IT teams to troubleshoot complex technical issues, minimizing downtime.

• Managed Active Directory by adding/removing devices and configuring printers for users.

Morgan Lewis (via TEKsystems / Randstad)

Help Desk Technician July 2022 - March 2023 Catonsville, MD Service Desk Analyst February 2022 – March 2023 Mechanicsburg, PA

(Promoted from Service Desk Analyst)

• Provided Tier 1-2 technical support to 5,000+ employees via phone, email, and remote tools.

• Resolved 30+ daily tickets for Microsoft 365 suite (Outlook, Teams), VPN, and Active Directory.

• Managed enterprise systems including:

• BMC Service Desk Express (processing 60+ tickets/day)

• Active Directory user/group management

• Created knowledge base articles that reduced repeat tickets by 25%.

• Trained 100+ users on IT best practices and software utilization. Randstad (Assigned to SEI),

• Responded to service requests and incidents by providing technical support via phone, email, and remote assistance.

• Troubleshot hardware and software issues including Microsoft 365, Teams, and VPN.

• Managed high-volume ticket queues using BMC Service Desk Express.

• Assisted end-users with Microsoft application troubleshooting including Teams and Outlook.

• Performed VMware backup operations.

• Managed Active Directory user accounts including password resets and access provisioning for employees, vendors, and investors.

Contact this candidate