IT Administrator Candidate Resume
Resume:
REBECCA HOAGLAND
*** **** ***** ** ******, NC ***33 704-***-**** Email:*******.*.********@*****.***
PROFESSIONAL SUMMARY
A Recent graduate of Grand Canon University Bachelor of Computer Science degree. A Technical-minded and solution-oriented professional with substantial experience providing outstanding end-user IT support. Repeated success in installing, integrating, maintaining, and upgrading hardware and software components. Known for delivering high-quality service to internal/external customers while ensuring all issues resolved in a timely and professional manner. Expert in troubleshooting Windows, Linux, and Mac systems as well as overseeing network infrastructure, CompTIA A+, CompTIA Security+, and CompTIA Network+ certified In C professional; expertise in deploying and configuring software applications and systems, including email, antivirus, backup, and disaster recovery solutions. Skilled in utilizing methodical approach to determine root causes and develop effective solutions. Proficient in communicating technical information to non-technical users in a clear and concise manner. Expert in Active Directory and Network Concepts. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
SKILLS
IT Support & Services Delivery
Risk Assessment & Mitigation
Ticket Support System Management
Network Diagnostics & Governance
Creating and Managing VLAN’s/VD’s
Visio networking/sever simulations.
Azure software/Iso disk imaging
HD Insight
Spark Fundamentals/Databricks
Azure PAAS
Azure Data Analytics
AzureStorage
Bomgar/Team Viewer/Remote Support
Jira
Solution Architecture
Citrix/Citrix Cloud
TCP/IP, SCRUM, ITIL4
Azure SQL
Technical Troubleshooting
VOIP installs & updates
Azure Stream Analytics
Apache Kafka/Nifi
Proficient in Office 365/Pivot Tables
Project Management
Data Warehouse
Azure Data Lake
Azure Cosmos DB
Oracle/Service Now Ticketing
Installation & Configuration
Team Training & Leadership
Desktop & Application Support
Data Analysis & Administration
Mobile Data Management
EMPLOYMENT HISTORY
IT Business Support Analyst Consultant I, PLT-Agency Design-14 TEKsystems’s
May 2024-Present
Facilitate non-technical internal users by providing Tier I and II technical support through desk-side support services.
Using Bomgar to support customers and end-users across various time zones by identifying and resolving numerous technical issues of multiple systems and applications.
Install and configure hardware as well as grant system permissions to new employees.
Fixed problem calls every day of various issues including Applications, Laptops, Desktops, Printers, Desk Phones, Cell phones, MFA, Wireless, and Network Equipment.
Managing Active Directory user, group, and computer accounts.
Address support actions and requests using Service Now ticketing systems.
Process equipment maintenance requests by submitting service tickets.
Escalate customer inquiries or technical issues in collaboration with supervisors.
Trained new team members and ran a team that collaborated on the training materials along with checklists for completed tasks.
Used SalesForce for notation purposes.
Monitored operational systems and troubleshot any issues/errors to optimize performance.
Fixed overall connectivity issues across networks such as Wi-Fi, cellular, and Ethernet.
Analyzed and translated complex technical issues into digestible language for non-technical users.
Improved team efficiency by developing and implementing technical support best practices.
Restored service and functionality for customers by assessing/mitigating issues and delivering effective solutions.
Resolved variety of escalated issues/complaints while serving as subject matter expert.
Computer Technician, DYI by A&B
April 2023- May 2024
Set up hardware and install and configure software and drivers.
Maintain and repair technological equipment (e.g. routers) or peripheral devices.
Install well-functioning LAN/WAN and other networks and manage components (servers, IPs etc.)
Manage security options and software in computers and networks to maintain privacy and protection from attacks.
Perform regular upgrades to ensure systems remain updated.
Troubleshoot system failures or bugs and provide solutions to restore functionality.
Arrange maintenance sessions to discover and mend inefficiencies.
Keep records of repairs and fixes for future reference
Offer timely technical support and teaching.
IT Support Engineer, TekSystems
Feb 2021 - April 2023
Facilitate non-technical internal users by providing Tier I and II technical support through desk-side support services.
Using Bomgar to support customers and end-users across various time zones by identifying and resolving numerous technical issues of multiple systems and applications.
Install and configure hardware as well as grant system permissions to new employees.
Fixed problem calls every day of various issues including Applications, Laptops, Desktops, Printers, Desk Phones, Cell phones, MFA, Wireless, and Network Equipment.
Managing Active Directory user, group, and computer accounts.
Address support actions and requests using Service Now ticketing systems.
Process equipment maintenance requests by submitting service tickets.
Escalate customer inquiries or technical issues in collaboration with supervisors.
Trained new team members and ran a team that collaborated on the training materials along with checklists for completed tasks.
Used SalesForce for notation purposes.
Monitored operational systems and troubleshot any issues/errors to optimize performance.
Fixed overall connectivity issues across networks such as Wi-Fi, cellular, and Ethernet.
Analyzed and translated complex technical issues into digestible language for non-technical users.
Improved team efficiency by developing and implementing technical support best practices.
Restored service and functionality for customers by assessing/mitigating issues and delivering effective solutions.
Resolved variety of escalated issues/complaints while serving as subject matter expert.
Network Analyst, Concentrix
January 2019 - February 2021
Cultivated professional skills of staff against potential threats and vectors of attack by establishing cybersecurity best practices and procedures.
Ensured compliance with Center for Internet Security (CIS) standards by formulating and executing company-wide policies.
Prepared and delivered security incident reports, while highlighting breaches, vulnerabilities, and remedial measures
Forged professional relationships with third-party payment card industry (PCI) compliance partners.
Defined necessary security parameters as well as confirmed complementary security deployments by leading bring your own device program.
Monitored computer virus reports and updated virus protection systems to guarantee secure computing environment.
Reduced damage and liability during security breaches by creating and implementing incident response protocols.
Identified flaws and weaknesses in Wireshark by leading in-house cyber security auditing program.
Determined vulnerabilities and potential issues by conducting extensive security audits.
Drove improvements in security systems and procedures while adhering to industry standards and regulations.
Created comprehensive plans to protect computer files from unauthorized modification, destruction, and disclosure.
Developed and streamlined security systems and programmable logic controls.
Tier II Technical Support Engineer, Apple
January 2017 - September 2019
Facilitated non-technical users by communicating complex technical information in clear, concise, and easy-to-understand terms.
Responded promptly to support requests from end-users.
Provided patient and empathetic assistance while walking individuals through basic troubleshooting tasks.
Delivered remote clients with expert guidance on installing and integrating new hardware components and software.
Managed current customer support database with high accuracy and integrity.
Facilitated efficient and effective resolution by development staff through documentation of faults/bugs.
Ensured business continuity by maintaining response times.
Reduced lag time and enhanced overall system speed by proposing software and hardware modifications.
Acted as primary point of contact for all support-related inquiries pertaining to owned solutions and products.
Examined issues to identify root causes and determine most effective troubleshooting methods for quick resolution.
Offered comprehensive training and support on new applications and systems while collaborating with clients during the rollout and post-rollout stages.
EDUCATION
Cybersecurity Certificate:
Purdue University 4/2024 – 6/2024
Setting up and troubleshooting Linux and Windows Parrot Virtual Machines
Using VPNs to access Workstations that were previously setup and using both Kali and Parrot
Using software to remove pentesting threats
Bachelor of Science: Information Technology, Cybersecurity
Grand Canyon University- Phoenix, AZ, 09/2023
Dean’s List: [Summer- Spring 2018-2021]
Relevant Coursework: [Networking, Programming Virtual Machines, and Programming]
Associates of Science: Internet Technology/ITSA
MyComputerCareer.com- Raleigh, NC, 02/2020
Dean’s List: Entire Program
Relevant Coursework: Servers, Networking, Security, using Virtual machines setup and fix.
Associate of Business: Business Management and Accounting
Ridley-Lowell- New London, CT, 01/1996.
CERTIFICATIONS
MTA Server
MTA Networking
MTA Security
CompTIA A
CompTIA Security+
CompTIA Network+
CompTIA Server+
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