Helpdesk Technician and Remote Support Specialist

Arin Guishard

301-***-**** ************@*****.***

HELPDESK TECHNICIAN

Strategic, results-driven, solutions-oriented Information Technology (IT) professional offering expertise in troubleshooting network, hardware, and software issues, resolving problems quickly with minimal downtime, and providing technical support. Innovative business partner, effective communicator, and problem-solving project manager known for building strong partnerships to provide excellent user experiences while assisting with productivity tools, remote desktop support, operating systems, and ticketing systems. Collaborative leader and resourceful team contributor with demonstrated success in directing diverse, cross-functional teams to escalate issues appropriately, championing continuous improvement, and documenting solutions, driving the attainment of company initiatives. CORE COMPETENCIES

Customer Service Requirements Assessments Quality Assurance Risk Mitigation Compliance Researching Process Improvements Training Documentation Project Management Client / Partner / Stakeholder Engagement

TECHNICAL PROFICIENCIES

Software Tester Microsoft Office - Word, Excel, PowerPoint, Outlook Google Workplace - Gmail, Google Drive, Google Docs, Google Sheets, Google Slides Microsoft Windows Familiar with VPN software Helpdesk / Troubleshooting Tools

Computer Networking Software Troubleshooting Analytics Metrics Legal / Regulatory Guidelines CAREER HIGHLIGHTS

Leveraged proficiency in troubleshooting and updating software on Apple MacBooks, Google ChromeBooks, and Microsoft Windows-based workstations.

Learned new and complex IT-related material quickly to understand issues.

Delivered exceptional writing for reports / other written products, effectively communicating findings and information.

Communicated relevant information to officials, team members, and internal stakeholders during formal and informal presentations, meetings, and interviews. Collaborated with others to address issues or solve problems and followed up to ensure resolution was provided.

Researched and collected relevant information that helped achieve audit objectives.

Utilized an excellent working knowledge of network / IT designs, interfaces, protocols, practices, and principles as they related and interfaced with information management systems, cybersecurity, and other systems.

Used a robust understanding and training in IT compliance, program management, and research. • Planned sequence of actions necessary to accomplish an assignment.

Adapted guidelines or precedents to meet the needs of the assignment.

Interpreted and adapted guidelines such as policies, regulations, precedents, and directions for application to specific cases or problems.

Conducted analyses to assess information collected about IT practices, comparing them against IT best practices. • Developed findings and conclusions based on analyses.

Completed Software Testing Engineer Program in September 2022. EXPERIENCE

THE RAPE, ABUSE AND INCEST NATIONAL NETWORK (RAINN), Washington, DC December 2023 – May 2025 Tier 2 Helpdesk Technician

Provide IT support for in-office staff.

● Set up conference rooms for managers and senior leadership.

● Managed setup and print codes for in-office printers.

● Managed JAMF operations for all office Apple products

● Provided rotational on-call support to RAINN clients and employees.

● Stewarded the distribution and updating of applications.

● Orchestrated software updates and software installations.

● Completed the setup of new employee computers, equipment, administrative privileges, and VPNs.

● Created internal troubleshooting documentation and in-office equipment documentation.

● Administered IT equipment inventory / asset tracking, recommending computer system purchases / replacements.

● Troubleshot and provided support for computer systems and software.

● Created, edited, and deleted user accounts, Google Groups, and listservs. - Google Workspace Admin Console / Microsoft Active Directory and

● Onboarded / offboarded RAINN employees.

CETAT Helpdesk Agent Clinton, MD August 2016 – September 2017 Tier 1 Helpdesk Technician

● Provided guidance for end-users regarding best practices for security protocols.

● Provided detailed instructions on how customers can use various computer applications and programs.

● Identified areas of improvement within the helpdesk process and suggested changes accordingly.

● Followed up with customers after issue resolution to ensure satisfactory outcomes were achieved. Page 2

INDEPENDENT CONTRACTOR January 2020 - September 2022 Office Manager Admin Support Assistant to a Notary Public Loan Signing Agent, State of MD Managed scheduling and logistics to ensure that signings occurred on time and in a convenient location for all parties involved.

● Maintained accurate records of all appointments, including ensuring all parties received copies of documents to facilitate signings to be executed as efficiently as possible.

● Ensured that all required documents / packages were properly scanned and emailed / shipped out per all state and federal regulations.

● Executed initiatives with a high level of accuracy and attention to detail throughout the process.

● Maintained the printers and scanners, ensuring that all consumables were refilled and restocked.

● Partnered with tech support, when necessary, if the equipment was offline. EDUCATION

Associate Degree Coursework, Information Technology Eastern Gateway Community College

PROFESSIONAL DEVELOPMENT

• Cybersecurity Certificate Program, Prince George's Community College, May 2020

• Introduction to Information Technology

• Understanding Operating Systems

• Computer Forensics

• Computer Security

• Ethical Hacking Certification Preparation

• QUART Consulting Software Testing Academy, October 2022: Selenium, JAVA, Eclipse, JIRA, Zephyr, GitBash, GitLab, HTML, Blackbox Testing, Test Planning, Functional, Integration, End-to-End Testing, Defect root cause analysis, CI / CD.

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