IT Operations & Help Desk Leader with 20+ Years Experience

Alton A. Vaughn

575-***-**** *************@*****.***

Summary

Highly skilled and results-driven IT professional with 20+ years of experience in computer and network management, help desk operations, and server administration. Adept at providing technical support to diverse user groups, training personnel, and streamlining IT processes. Possesses a proven track record of resolving complex issues and enhancing system efficiency in multi-tasking environments.

Skills

Operating Systems: Windows 11/10/8, macOS, iOS

Networking: Network and Firewall Management, Wireless Network Installation, Cabling and Termination

Help Desk & Ticketing: Helpdesk Operations, Remote Diagnostics, Redmine Ticketing System Reduced tickets by 40%

Server Management: Active Directory, SCCM Management, Server Building and Maintenance

Software & Platforms: Google Admin, Microsoft Office Suite, Adobe Photoshop

Security & Certifications: Google Cybersecurity Certificate, CompTIA A+, CompTIA Network+

Interpersonal: Technical Training, Communication to non-technical users, Team Leadership

Professional Experience

Edu Tek LTD; IT Specialist White Plains NY (2015–2025)

oManaged IT operations for K-12 schools, including deploying and configuring computers for classrooms and administrative staff.

oAdministered and maintained Active Directory, SCCM, Google Admin, and servers, ensuring seamless functionality and accessibility for 2000-4500 users.

oStreamlined help desk operations, reducing average ticket resolution time by 30% through efficient hardware/software troubleshooting.

oTrained 10 new IT personnel on school-specific systems and best practices, improving team on-boarding time by 20%.

oOversaw asset management for all IT equipment, ensuring accurate inventory and lifecycle tracking.

Watchtower; Remote Helpdesk Volunteer Wallkill NY (2015–2025)

oProvided remote technical support via phone, email, and messaging, troubleshooting and diagnosing a variety of issues.

oUtilized the Redmine ticketing system to track, prioritize, and resolve user requests effectively.

oDelivered support that led to improved user satisfaction and technical issue resolution.

Posse Computers on-site; Computer Technician Las Cruces, NM (2004–2014)

oLed on-site computer repair and network maintenance services for businesses and homes, managing all aspects of service delivery.

oInstalled and configured wired and wireless networks, including cabling and termination, for residential and commercial clients.

oRecommended and sold computer hardware and software solutions to clients, resulting in improved system performance and user experience.

oProvided support for Electronic Medical Records (EMR) systems for two business clients, ensuring critical system uptime.

oManaged inventory, supervised operations, and trained new technicians, taking on key managerial duties.

Education and Certifications

Google Cybersecurity Certificate

Education Direct: PC Repair Course

A+ Certified

Network+ Certified

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