It Support Specialist

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Ajjahn Hutchinson-Baldwin *******************@*******.*** • 732-***-****

Linkedin Profile

IT Support Specialist

Versatile IT professional with over 5 years of extensive experience in delivering technical services across diverse domains, including digital marketing, network security and telecommunications. Proficient in active directory administration, account/inventory management, and adept at leveraging cloud computing technologies such as Cisco, Citrix, AWS and more, and ability to drive enhanced process efficiencies and security enhancements. Demonstrated success in spearheading major projects within set timelines and budget constraints, with a proven track record of implementing complex architectures and delivering robust technological-based solutions. Skilled in identifying and resolving complex technical issues, focusing on cloud computing, cybersecurity, and network optimization. Known for establishing credibility and rapport with stakeholders at all levels, including senior executives and technical team members.

Areas of Expertise

• Technical Support • Strategic Planning & Execution • Troubleshooting

• Operating Systems • Web Development • Cloud Computing

• System Administration • Machine Learning • Team Leadership Technical Skills

BTEX [certified] MS Cloud Services [certified] ServiceNow Active Directory AI Cybersecurity C++ Python Adobe Technical Experience

BTEX Business Care Expert: T-Mobile For Business – Feb 2025 – Current

• Deliver exceptional customer support to small and medium-sized business (SMB) clients, handling account inquiries, billing issues, and service plan optimizations.

• Provide technical troubleshooting for connectivity issues, mobile devices, network configurations, and software related concerns.

• Implement IT and troubleshooting expertise to diagnose and resolve complex mobile network issues efficiently.

• Leverage Fetch.ai tools to streamline customer service operations, enhancing efficiency in issue resolution and resource allocation.

• Collaborate with internal teams, including sales, IT support, and billing departments, to ensure seamless resolution of customer issues.

• Utilize problem-solving and analytical skills to identify customer pain points and recommend appropriate solutions that drive satisfaction and retention

Compliance Supervisor/Apprenticeship Specialist: Primoris Renewable Energy July 2024 – Dec 2024

• Manage multiple construction sites in Texas, Indiana and California.

• Enforce IRA, Compliance and Apprenticeship guidelines

• Provide informed input on the continuous improvement efforts for operating and managing existing programs on respective project sites.

• Cultivate partnerships with various workforce organizations in the markets where Renewables does business, ensuring PRE utilizes available services to their greatest potential while maintaining resource requirements.

• Coordinate with HR and Talent Acquisition to ensure PRE is efficient in its efforts to connect with people in each respective market.

• Review and document apprentice activities and performance.

• Work with counterparts in other business units to make the best possible use of services available from workforce partners.

• Evaluate the effectiveness of each program to determine Renewable’s level of participation.

• Serve as a point of contact for contractors, workforce agencies, and site teams.

• Assist with the preparation and delivery of apprentice onboarding activities. IT Support Specialist: TEKSystems/RSM Jan 2023 – August 2023

• Served as the first point of contact for all RSM users seeking technical assistance by phone, email, or remote access sessions

• Troubleshot and repaired software/hardware glitches for RSM users utilizing ServiceNow ticketing system and Cisco IP phones

• Trained 2-6 end-users (new hires) weekly on hardware functionality and software programs

• Assisted with special projects as assigned by management including but not limited to new account setup, remote access troubleshooting, ticket escalation, product knowledge, etc.…

• Monitored software, hardware and system performance metrics in ServiceNow

• Updated more than 200 Windows 10 company laptops consisting of software and hardware and systems

• Repaired Wi-Fi, VPN and any ethernet connectivity problems of at least 25 RSM users daily

• Performed remote troubleshooting through diagnostic techniques and pertinent questions daily

• Guided up to 15-30 RSM users a day through various problem-solving processes via calls or ServiceNow tickets

• Maintained a high level of customer service while adhering to company policies and procedures regarding privacy and security concerns

2 P a g e

IT Support (Intern): West Windsor/Plainsboro Regional School District May 2018 – Aug 2018 Cleared cache, installed Google Chrome extensions, audited file manager and removed all unnecessary files, troubleshot and repaired software/hardware glitches, and eliminated all previous user profiles from the system in preparation for the next user. Assisted in Server Room operations by monitoring daily server performance and reporting the network’s security status to the DM, traveled to various locations to troubleshoot any network/server issues within the district, and gained hands-on experience in cable- to-device connectivity.

• Installed over 300 group policy updates on each Windows computer within various school districts and updated all Windows computers to implement the district's security settings as part of the institution's cybersecurity procedures

• Implemented technical knowledge and strategies under the supervision of the school district's IT director

• Responded to 10-20 internal and external end-user requests daily via telephone, email, or web portal site to provide support for all hardware and software issues

IT Office Assistant/Carpenter: Classic Remodeling Aug 2018 - March 2019 Administered Classic Remodeling's social media platforms based on the company's marketing needs. Created and edited photos of all completed construction projects to update on the company's official website. Modified The web page's format and design. Developed a new Facebook page for Classic Remodeling.

• Boosted customer satisfaction and increased traffic to the company's website

• Created invoices and monitored financial transactions by using QuickBooks accounting software.

• Setup 2 LAN networks and monitored the connections within the offices

• Identified and troubleshot all network connectivity issues within the offices

• Analyzed spreadsheets of upcoming and current projects associated with required materials, cost of materials, etc.… Additional Experience

Resident Concierge: The Ellis – [Dec 2024 – Current]

• Providing exceptional customer service to residents and guests within the apartment building primarily by greeting visitors, managing deliveries, answering inquiries, assisting with requests like reservations or errands, maintaining building security, and ensuring the overall smooth operation of the common areas

• Organize and coordinate resident events, activities, and social gatherings to enhance community engagement and foster a positive living experience.

Hotel Front Desk Agent PMS Lightspeed: Sheraton Raleigh Hotel – [Oct 2023 – Dec 2024]

• Being able to adapt to any situation while providing a high level of customer service in a fast-paced environment

• Use Lightspeed PMS to modify guest reservations, check-in guests for their stay, review authorizations, etc.… Membership Services (Level III): Fitness Connection [Oct 2021 – Nov 2022]

• Finalized dotFit certification program to provide gym members and personal training clients with evidence-based nutrition, supplementation, and health and wellness solutions for their fitness goals

• Operated Compete POS systems to help set up memberships for new guests, change/alter current membership statuses, updated credit card or banking information and added/canceled members Education

Bachelor of Science, Information Systems & Business Management The University of North Carolina at Greensboro (May 2022) Designed prototype website interfaces for beta testing both in and out of class. Leveraged C++, JavaScript, and Python to create code. Worked with HTML to create websites and templates. Used SQL Queries to communicate with different databases to obtain important data required for projects. Developed computer programs for solving equations and provided specific functions for the computer to generate. Designed prototype websites with full attributes and debugged code through Microsoft Visual Studio. Created data models and diagrams for inventory management, order processing systems, and employment systems.

• Fostered organizational financial statements as well as evaluated and planned balance sheets in Microsoft Excel (certified)

• Operated templates, audited formulas, and implemented advanced functions to deliver data charts and tables

• Deployed business projects to determine risk levels associated with various industries and emphasize the importance of accounting in business-making decisions

Professional Development

- Architecture, Construction, Engineering Mentoring Program (ACE)

- Mystique Modeling Troupe

- African Student Union (ASU)

- Black Business Student Association (BBSA)

- Community Music School (CMS)

- Campus Outreach Church Organization

- Black Student Union (BSU)

- 100 Black Men Leadership Program

- VIA West Services Internship (California)

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