Information Technology Specialist and Help Desk Lead
Resume:
Corey G. Ivey
Information Technology Specialist
Project Coordination Excel/Word/Outlook Help Desk Management Programming Client Relations Records Management Presentations Research & Reporting Filing & Faxing Scheduling Well-regarded desktop support professional with a proven record of success in overseeing technical processes and coordinating programs in support of business goals. Organized, effective multi-tasker known for persistent approach, thorough follow-through, and calmness under pressure. Persuasive communicator who is effective in developing rapport with others while building trust and respect. Disciplined self-starter who can be relied on to get the job done no matter what the challenge is. Expert in Word, Excel, Visio, Outlook, and Publisher. Advanced knowledge of TCP/IP, Internet Technologies, firewall infrastructure, system security, OSI model, and network architecture.
Northside Hospital (05/26/2021 – 12/1/2024) Atlanta, GA Help Desk Analyst
● Prioritize help desk tickets daily utilizing Service Now and troubleshooting technical issues as it relates to hardware devices and software applications for internal users – via phone and remote log-in
● Research and resolve IT support issues with the Technical Services, Applications, and Operations groups
● Responsible for all aspects of the MIS Help Desk application including the install, maintenance, regular reporting to management, as well as the on-going use and support
● Troubleshoot various application and OS issues related to Windows 10
● Provide administrative support with Active Directory
● Work with remote/home users and support various VDI related technical issues
● Assist end users with various 2-Factor Authentication applications including Global Protection and Duo Corey G. Ivey
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Brooksource (01/10/2021 – 5/26/2021) Atlanta, GA
Contracted to Northside Hospital
● Prioritize help desk tickets daily utilizing Service Now and troubleshooting technical issues as it relates to hardware devices and software applications for internal users – via phone and remote log-in
● Research and resolve IT support issues with the Technical Services, Applications, and Operations groups
● Responsible for all aspects of the MIS Help Desk application including the install, maintenance, regular reporting to management, as well as the on-going use and support
● Troubleshoot various application and OS issues related to Windows 10
● Work with remote/home users and support various VDI related technical issues
● Assist end users with various 2-Factor Authentication applications including Global Protection and Duo TDC Systems Integration (10/13/2020 - 12/15/2020) Atlanta, GA Fulton County Election Poll Support Technician
● Resolve issues with Dominion Voting Software
● Assist with peripheral issues
● Assist in deployment of Poll Pad equipment
● Assist with any problems with voting equipment
Brooksource (11/1/2019 – 1/17/2020) Atlanta, GA
Contracted to Children's Hospital of Atlanta (CHOA) Computer Technician
● Assisted in Windows 10 Deployment
● Reimaged computers
● Upgraded RAM and hard drives on older PCs
● Maintained spreadsheet for updated PCs
● Maintained inventory
● Upgraded computers that use EPIC
Corey G. Ivey
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Amazon (09/2018 – 12/2019) Atlanta, GA
Work from home
Technical Support/Sales/Customer Service Representative and Driver Dispatch
● Receive incoming calls and interact with customers that have a variety of issues that range from billing, technical support with devices, to answering questions regarding products purchased
● Attracts potential customers by answering product and service questions, suggesting information about other products and services.
● Opens customer accounts by recording account information.
● Maintains customer records by updating account information.
● Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
● Maintains financial accounts by processing customer adjustments.
● Recommends potential products or services to management by collecting customer information and analyzing customer needs.
● Prepares product or service reports by collecting and analyzing customer information.
● Utilize Amazon GPS software to assist delivery drivers in locating customer addresses and marking packages as delivered when the driver is unable to. Sykes/Alpine Access (09/2014 – 02/2016) Atlanta, GA Multiple contracts – work from home (Frontier, Apple, AT&T, and Xbox) Technical Support/Sales/Customer Service Representative
● Receive incoming calls and interact with customers that have a variety of issues that range from billing, technical support with devices, to answering questions regarding the services of an assigned client.
● Attracts potential customers by answering product and service questions, suggesting information about other products and services.
● Opens customer accounts by recording account information.
● Maintains customer records by updating account information.
● Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
● Maintains financial accounts by processing customer adjustments. Corey G. Ivey
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● Recommends potential products or services to management by collecting customer information and analyzing customer needs.
● Prepares product or service reports by collecting and analyzing customer information.
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Internal Revenue Service (05/2005 - 03/2012) Miami, FL Information Technology Specialist (Desktop Support)
● Installing server upgrades, scheduling downtime to minimize user impact.
● Working service tickets utilizing Service Now.
● Monitoring server performance using performance monitoring tools.
● Scheduling, monitoring, and verifying the integrity of systems backups and restoring files as needed.
● Correcting security vulnerabilities in assigned system components in response to problems identified in security reviews or risk assessments.
● Serving as a member of a team planning and managing the upgrade of a large-scale server.
● Removing drivers and editing systems files related to un-installed software and sanitizing hardware removed from service.
Tax Examiner, Internal Revenue Service – Atlanta, GA (1990-2005) Infantry Soldier, United States Army – (1994-1998) DeVry University, Decatur GA
Bachelor of Science in Computer Information Systems Master's in Information Systems Management
Corey G. Ivey
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Microsoft Office, Publisher, Visio, Windows (all iterations), SQL, Linux, C, C++, BASIC, Visual BASIC, HTML, Java
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