IT Tech/Support

Catherine ‘Katie’ Worth

262-***-**** ******@***.*** www.linkedin.com/in/catherinejworth

Experienced IT Technician with 30 years of Customer Service experience, which has given me a reputation for providing Exceptional Customer Service. My 7.5 years as an IT tech at Gateway Technical College have given me ample experience supporting the needs of diverse user populations. Uniquely, I possess a combination of technical expertise and exceptional customer service skills, making me a valuable asset. I am known for consistently going above and beyond to ensure the smooth operation of critical campus systems and providing superior user experience. Adept at quickly diagnosing and resolving hardware and software issues, while also offering friendly guidance to staff, faculty, and students. I am committed to ongoing learning to stay current with the latest technologies and best practices.

EDUCATION:

IT Service Center Technician – Associate’s Degree 2018 Gateway Technical College Kenosha, WI

Hired by Tech Central (Gateway’s IT department) as a Student Employee for my outstanding performance during an AITP Computer Support Clinic, currently working there for 7.5 years

HDI Certified- Support Center Analyst -Prestigious Help Desk Certification Kenosha, WI 2017- One of two students in my entire program to pass the test and receive my certification. # 3_1647923_1043

During downtime between help desk tickets, phone calls, and projects, I remain dedicated to continuous learning and improvement. I actively utilize the department's technical training resources, such as the "Know B4" e-learning platform and the "SkillSets IT Labs" hands-on sandbox environment, to expand my knowledge and develop new troubleshooting skills. This proactive approach has allowed me to acquire over 65 certifications and solve complex issues that have pleasantly surprised even my more experienced colleagues.

ZOOM Phone Certification- Certificate of Completion via ZOOM LEARNING CENTER June/2023

EXPERIENCE:

IT Tech Gateway Technical College January 2018- Present

Highly versatile and resourceful IT Technician with Gateway Technical College, adept at independently resolving a wide range of technical issues across diverse IT areas, including hardware, software, networking, and security. Proven ability to install, maintain, and troubleshoot PC hardware and software, network peripherals, and communication systems, including printers, phones, projectors, and conferencing equipment. Excel at creating user-friendly documentation and training materials to improve technical understanding and compliance. Successfully supported numerous campus events, including high-profile visits and ceremonies, demonstrating adaptability and commitment to providing seamless IT support. Known for exceptional problem-solving skills and a track record of transforming dissatisfied clients into loyal advocates through effective and patient issue resolution. What truly sets me apart is my unwavering dedication and willingness to go the extra mile. I am always eager to help with events, projects, or any other tasks that arise, happily working late, going to other campuses (I’ve helped out at all of them) or taking on weekend shifts without complaint. My commitment to representing not only the IT department, but the entire organization in a positive light, is unparalleled. I regularly volunteer for special initiatives, like task forces and video productions, further demonstrating my value as a versatile and invaluable team member.

Walgreens Look Boutique 2011-2016 Las Vegas, NV

Beauty Advisor in #1 highest grossing Walgreens in the country. I was the lead salesperson every shift that I worked (I worked all shifts including 3rd)

Left because I moved back to WI

Assistant Store Manager/Manager in Training 2007-2010 Spencer’s Gurnee Mills Mall Gurnee, IL

Reduced shrink from 3.98% to 1.89% during my 3 years there.

Won every ‘push’/sales contest except one.

Was offered my own store in Vernon Hills, IL

Left because I moved out of state

Skills:

Expert in Customer Service

Positive Attitude

Expert in MS Office 365, office 2016 & office 2019

Expert in Windows 7,10, and 11 Operating systems

Experience setting up, working and tearing down events from graduation ceremonies to Drive-in Movie nights including when President Joe Biden came to Gateway Technical College’s IMET Campus in 2024;

including but not limited to: microphones, audio devices, projectors, wireless presentation technology, Live-streaming, closed captioning presentations, lighting etc.

Support and maintenance of network telecommunication equipment, including network routers, switches, wireless access points, VoIP telephones.

Experienced in Bitlocker Encryption

7.5 years experience PC & Peripherals and Printer hardware & software installation, maintenance and troubleshooting

EDR and anti-virus software installations & maintenance

Professional and Effective communication skills, both oral and written.

Experience working with multiple Helpdesk ticketing system software, Helpdesk phone lines via ZOOM phone and LIVE CHAT Chatbot user interaction

Experience in multiple inventory systems such as Asset Panda, Incident IQ and others

Mobile device management, including IOS and Android devices, Enterprise

encryption solutions, Windows PC/laptop management in person and via Active Directory

Proven analytical, troubleshooting, and problem-solving skills.

Proven ability to multi-task, effectively determine priorities and work independently and collaboratively and meet SLA’s

Adaptable and flexible in a fast-changing industry and work environment

Willing to work off-hours and weekends when required for projects or emergency

support and at multiple locations

Experienced with wired and wireless network architecture, configuring Cisco switches, troubleshoot LAN, maintain switch cabling, IP phone troubleshooting

Understand and oversee firewall rules, collaborate with Cybersecurity/ firewall support team

Use ‘downtime’ to earn 65 certifications via Skillset Online’s IT labs

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