Sharon Bryant Professional Summary

Sharon Bryant
Professional Summary
An ITIL v3 Foundation certified with overall 6 years of working experience in providing technical support for customer user community on-site at their location. Troubleshoots, tests, images and cleans PC’s, laptops, monitors, printers, and other related hardware. Uses ticketing system such as Service Now to create, respond and deploy to users. Worked with large companies and supported large number of employees.
Technical Skills
Platforms: Windows XP, Windows Vista, Windows 7
Networking: Basic TCP/IP
Tools: Windows Command Prompt, Windows Remote Assistance, Team Viewer, Blanco, Acronis, ServiceNow
Education
MicroTrain Technologies- Chicago, IL (2014)
Corliss High School- Chicago, IL (2009)
Certifications
CompTIA A+, CompTIA Network+ (In Progress)
Microsoft Office Specialist Certifications in Word 2010, Excel 2010, PowerPoint 2010
Professional Experiences
Independent Contractor - Chicago, IL
Contract Project Technician (March 2015 – July 2015)
Used ticketing system such as Service Now to create, respond and deploy to users
Upgraded standard PC images using Windows 7 DTP
Prepared spared machines for users who were infected with malware
Installed phones and activated LAN ports
Understands VoIP telephony systems
Recorded hardware within inventory and separate drives who were on legal hold
Delivered appropriate equipment to users such as keyboards, headsets, phones, pc’s
Moved and relocated users hardware equipment during department change
Heartland Alliance for Human Needs and Human Rights - Chicago, IL
Technical Support Intern (May 2014 – August 2014)
Organized IT work room where equipment is stored
Transfer profiles using Windows Easy Transfer
Upgraded PC’s with a standard image using WindowsPE
Verify eligibility for upgrade and memory upgrade
Use remote programs to troubleshoot connections and install programs remotely
Assigned to several locations to resolve help desk tickets and apply updates
Understands VoIP telephony systems
Suggested new ideas and tools the staff can use to enhance productivity
Handle conflict, and difficult situations within a technical and customer support environment
Use of incident management system to properly document and escalate issues as they are reported
Resolve technical problems with Local Area Network (LAN), Wide Area Network (WAN), and other systems
TEC Services Consulting Inc. - Chicago, IL
Computer Lab Lead (November 2009 – November 2013)
Acted as a technical resource in assisting users to resolve problems with navigation and data within Windows XP, Windows Vista and Windows 7; staffs a centralized help desk to facilitate exchange of information and advice; implements solutions or notifies outsource providers as required
Responded to tickets from remote sites using an internal ticket management system
Resolve technical problems with Local Area Network (LAN), Wide Area Network (WAN), and other systems
Researched and recommended computer software, hardware, peripheral equipment and other related supply purchases to meet instructional support needs; serves as a technical resource and makes recommendations on new computer technology
Handle conflict, and difficult situations within a technical and customer support environment
Ensured customer service support by partnering with Chicago Housing Authority to provide laptop devices during Operation Warm vendors and host
Utilized various Tech Support skills such as troubleshooting and replacing faulty components
Navigated and suggested key features to use within Microsoft Office Suite products
Key Contributions:
Acted as a liaison between technology director, technical support and staff
Recognized for the development of excellent business relationships, providing exemplary customer service.
Developed and implemented procedures and guidelines for potential staff in training
Carried out special projects and assignments as requested
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