Technical Support It Operations

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

334-***-**** RASHAD SIMS

IT P RO F E S S IO NA L

P RO F E S S IO NA L S UM M A RY

IT professional with over two decades of expertise in technical support, system administration, and network management. Demonstrates a visionary approach by pioneering cross-platform solutions and streamlining IT operations to enhance organizational productivity. Proficient in Yardi, Windows, Active Directory, and Office 365, consistently driving innovative strategies that align with long-term organizational goals. E M P L OYM E N T H IS T O RY

OCT 2018 – JUL2025

IT Technician/ Administrator, Montgomery Housing Authority, Montgomery, AL Delivered technical support for IT systems, ensuring seamless operations and user satisfaction.

Install and repair hardware/software, enhancing system efficiency and user experience. Communicate tech solutions effectively to diverse audiences, fostering understanding. Identify procedural improvements, contributing to optimized IT service delivery. Offer accurate IT product information, supporting informed decision-making. Streamline IT operations by implementing automated troubleshooting systems, reducing response time and enhancing overall system efficiency. Pioneer cross-platform solutions for seamless integration of diverse hardware and software, boosting organizational productivity. Spearhead network infrastructure upgrades, resulting in improved connectivity and substantial reduction in system downtime. Foster interdepartmental cooperation by conducting tech workshops, enhancing IT literacy across the organization. Architect long-term IT strategies aligned with organizational goals, driving technological advancement and operational excellence. Develop cutting-edge IT solutions, streamlining operations and enhancing user experience across diverse platforms. DEC 2014 - JUL 2018

IT Administrator/ Desktop Support Technician, Compucom, Burkville, AL Supported 200+ users, resolving technical issues swiftly and efficiently. Trained 15 branch offices, enhancing system usage and client satisfaction. Managed project plans, ensuring timely resolution of 95% of support tickets. Collaborated with teams to troubleshoot and resolve complex system issues. Streamlined export processes to payroll systems, improving data accuracy. Managed Time & Attendance system, providing expert technical support and training. Resolved complex hardware and software issues, ensuring optimal system performance.

Streamlined support processes, significantly reducing ticket resolution times. Implemented efficient project management strategies, enhancing overall team productivity.

Fostered strong inter-team communication, coordinating with Help Desk and Infrastructure teams to resolve escalated issues promptly and effectively. Pioneered remote training sessions using GoToMeeting, expanding client education reach. Developed creative solutions for recurring connectivity problems. Maintained meticulous project plans and support ticket documentation. Demonstrated expertise in data export processes and import formats for payroll systems. Optimized Time & Attendance system performance, providing expert technical support and resolving complex hardware and software issues. JAN 2015 - JAN 2018

Networking Instructor, Virginia College, Montgomery, AL Developed and delivered curriculum for IT certifications, enhancing student pass rates. Facilitated engaging classes, fostering student motivation and skill development. Utilized CompTia resources to successfully prepare students for A+, Security+, Network+ exams. Developed and implemented comprehensive curriculum for CompTIA certifications, enhancing student success rates in A+, Security+, and Network+ exams. Pioneered interactive teaching methods, integrating real-world networking scenarios to boost student engagement and practical skill development. Streamlined course content delivery, resulting in improved student performance and increased certification pass rates across all CompTIA programs. Mentored students through complex networking concepts, fostering a supportive learning environment that encouraged critical thinking and problem-solving. Anticipated industry trends to continuously update curriculum, ensuring students gained cutting-edge knowledge in rapidly evolving networking technologies. Redesigned CompTIA curriculum, integrating hands-on labs and simulations, leading to improved student engagement and higher certification pass rates. NOV 2011 - NOV 2014

Helpdesk Technician, Maxwell AFB, Montgomery, AL

Awarded Employee of the Month, January 2014, for exceptional service and dedication. Utilized BMC Remedy, BOMGAR, and ACD to enhance support operations and user satisfaction. Ensured compliance with DOD security directives, maintaining system integrity. Recognized as Det-2 ESD Technician of the 2nd Quarter 2014 for outstanding performance. Earned Employee of the Month and Det-2 ESD Technician of the Quarter awards. Maintained DOD computer security directives while ensuring high-quality incident resolution.

Expertly configured and troubleshot hardware/software issues. Proficient in Remote Desktop, MS Office Suite, Directory Resource Administration, and Active Directory.

Served as United States Air Force Enterprise Service Desk Help Desk Analyst, adhering to corporate and Air Force policies for daily operations. Streamlined IT support processes, improving efficiency in ticket creation and resolution. Consistently met quality criteria while managing a large user base. Managed IT support for 850,000 Air Force users, resolving over 10,000 tickets efficiently using BMC Remedy, BOMGAR, and ACD to enhance operations. Streamlined IT support processes, improving ticket creation and resolution efficiency while consistently meeting quality criteria for a large user base. JAN 2004 - SEP 2007

Civil Engineer Journeyman, Luke AFB, AZ

Installed and operated plumbing systems, ensuring safety compliance and efficiency. Conducted inspections and maintenance, improving system reliability and performance. Analyzed schematics to troubleshoot and resolve complex system issues effectively. Engineered and maintained complex plumbing, water, and fire suppression systems, ensuring optimal performance and regulatory compliance. Streamlined maintenance processes, reducing system downtime and enhancing operational efficiency for mission-critical infrastructure. Pioneered equipment modifications to meet specific mission requirements, improving system functionality and adaptability. Conducted thorough inspections and analyses using technical drawings, swiftly identifying and resolving system malfunctions. Coordinated with cross-functional teams to implement hazardous material safety protocols, fostering a secure work environment. Optimized plumbing systems through data-driven inspections, enhancing reliability and performance for mission-critical infrastructure. E D U C AT IO N

NOV 2011

M.S. in Information Technology, Kaplan University, Davenport, IA DEC 2006

B.S. in Management Information Systems, Park University, Parkville, MO S K IL L S

BMC Remedy

Blackberry Yardi

Docuware Verkada

Windows Office 365

MS Office Adobe Suite

Linux Active Directory

Cloud Backup Remote Assistance

Remote Desktop Command Prompt

Network Security Cloud Computing

Data Analysis Troubleshooting

Software Development System Integration

User Training

A D D IT IO NA L IN F O R M AT IO N

Military Service

UNITED STATES AIR FORCE

• Civil Engineer Journeyman and Iraq Veteran at Luke AFB, AZ (Jan 2004 – Sep 2007)

• Installed and operated plumbing, water, fire suppression and backflow prevention systems

• Ensured compliance with safety and environmental regulations

• Performed maintenance and overhaul on systems and components

• Analyzed and isolated system malfunctions using drawings and schematics Awards

• Operation Iraqi Freedom accommodation medal

• Operation Iraqi Freedom Outstanding Service Award

• Honorable Discharge

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