IT Help Desk Technician - Technical Support

BRENITA STRONG

IT Help Desk Technician Technical Support Healthcare IT

Chicago, IL Area Remote 708-***-**** *************@*****.*** PROFESSIONAL SUMMARY

IT Help Desk and Technical Support professional with 8+ years of experience troubleshooting software, hardware, user- access, Windows, network connectivity, and system issues. Experienced providing high-volume end-user support by phone, email, remote-support tools, and ticketing systems. Background includes healthcare IT support, Active Directory administration, Windows Server environments, Kaseya, DNS/DHCP, Group Policy, CRM support, and hardware troubleshooting. Known for patient communication, strong customer service, detailed documentation, and effectively escalating complex technical issues.

TECHNICAL SKILLS

Operating Systems: Windows 10/11, Windows Server, Mac OS familiarity User & Systems Administration: Active Directory, Group Policy, User Accounts, Password & Access Support Networking: DNS, DHCP, TCP/IP Concepts, Network & Printer Connectivity Applications & Platforms: Microsoft Office/Office 365, Microsoft Exchange, CRM Applications Remote Support & Ticketing: Kaseya, Remote Troubleshooting, Ticketing Systems Hardware: Desktop PCs, Laptops, Peripherals, Network Printers Support: Hardware & Software Troubleshooting, Incident Resolution, Technical Documentation, Knowledge Base Documentation, Issue Escalation, Vendor Coordination PROFESSIONAL EXPERIENCE

Technical Support Representative I Cox Automotive - VinSolutions 2023-Present

• Serve as a first point of contact for technical support in a high-volume customer support environment.

• Diagnose and resolve user login, password, account-access, CRM software, and functionality issues.

• Assist system administrators and customers with CRM database functionality and technical troubleshooting.

• Document technical issues, troubleshooting performed, examples, and resolutions within case-management systems.

• Escalate complex or unresolved technical problems to specialized internal support teams with detailed case documentation.

• Coordinate with third-party vendors when issues require external investigation or resolution. Jr. System Administrator TCA Health Chicago, IL Dec 2017-Mar 2018

• Supported Windows-based computer systems in a healthcare environment.

• Provided technical support and training to end users and new employees.

• Created and configured accounts for new hires using Active Directory.

• Supported Active Directory, Group Policy, DNS, and DHCP.

• Installed, configured, mapped, and troubleshot network printers.

• Provided technical support through Kaseya, RT ticketing system, email, and phone. Help Desk Technician Onshore Networks Chicago, IL Nov 2014-Jun 2017

• Provided hands-on IT and Help Desk support for small and medium-sized business customers.

• Troubleshot Windows desktop and Windows Server 2008-2012 environments.

• Diagnosed hardware, software, connectivity, and system issues.

• Created and updated internal technical documentation and wiki/knowledge-base content.

• Coordinated weekly dispatch schedules for field service technicians. PC Hardware Technician Smartech / World Wide Technology Services Austin, TX Feb 2014-Sep 2014

• Diagnosed computer hardware and software problems.

• Disassembled, repaired, and reassembled desktop computers and laptops.

• Installed and configured computer components and peripherals. EDUCATION & TECHNICAL TRAINING

MicroTrain Technologies Lombard, IL

Information Technology Training - Microsoft and Cisco technologies CERTIFICATIONS

• ITIL Certification - February 2019

• Generative AI Mastermind Certification - Outskill - December 2025

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