Technical Skills

  • Identity Access Management
    • Ample experience troubleshooting user login issues, managing user access, & resolving technical issues
    • Supported 20,000+ end users throughout career by resecuring digital gateways via password resets, password unlocks, & re-enabling disabled accounts
    • Utilized MFA to verify end users' identity before resetting passwords
  • Microsoft Azure Administration
    • Created digital resume that was hosted on Microsoft Azure
    • Utilized Microsoft Intune to manage user accecss to organizational resource & to simplify app & device management
    • Administered end user support for Azure Virtual Desktop sessions
  • Network Troubleshooting
    • Experience restoring network & VPN connectivity issues
    • Remedied printer malfunctions both onsite & remotely
    • Composed 7,500+ service tickets documenting personal troubleshooting processes & procedures
  • Hardware Troubleshooting
    • Responsible for deploying new hardware peripherals at several branch locations amidst Orrstown Bank's aquisistion of PeoplesBank
    • Remotely provided technical support for biomedical equipment including diagnostic imaging systems & patient monitors
    • Replaced end user devices that encountered hardware defects
  • Operating System Expertise
    • 2+ years of experience resolving end user issues in Windows 10, Windows 11, & Mac operating systems
    • Practical knowledge managing various Microsoft services through Microsoft 365 admin center
    • Replaced end user devices that encountered hardware defects

Soft Skills

  • Communication
    • Excellent written communication needed to chronicle processes used to resolve end user issues
    • Excellent verbal skills needed to succinctly explain technical issues to non-techical individuals
    • Communicated with colleagues to collaborate on both escalated tickets & service failures to come to a common resolution
    • Ability to train users on technologies they haven't previously been exposed to and explain technical issues to non-technical individuals

  • Problem-Solving
    • Displayed ability to manage system-wide issues in high-pressure situations
    • Adept at solving various end user technical issues
    • Exhibited capacity to manage multiple tasks while experiencing high call volume in call queue
    • Ability to analyze new problems & come to a resolution
  • Customer Service
    • Effective in empathizing with frustrated end users by resolving their issues
    • Practiced in remaining patient with end users that are unable to recognize or articulate their issues
    • Proficient in actively listening to customer's perspective on the issues they have been experiencing