EPIC
ISALLAH HARDY
IT Support Technician
Durham
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support primarily on Windows systems. Proven skill in resolving problems quickly on first call.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
IT Support Specialist II
Advance Community Health
02.2024 - Current
- Monitored ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
Field Service Technician
Source Connect Technology
03.2023 - 09.2023
- Followed all company guidelines regarding safety procedures when out in field
- Used hand and power equipment for hoisting, measuring, testing, and drilling of various types of installations
- Read and understood product manuals and blueprints
- Integrated equipment installations with on-site network infrastructure
- Proven ability to learn quickly and adapt to new situations
- Skilled at working independently and collaboratively in team environment.
Field Service Technician
Rocky Mountain
09.2022 - 02.2023
- Ensure that tools and test equipment are properly maintained and calibrated
- Pre-build, configure, and test POS equipment prior to installation
- Install networking equipment, POS registers, PCs, and peripherals
- Run, terminate, and manage CAT5e cables
- Provide on-site and remote maintenance support for all installed products and cabling
- Confirm that technologies are following security standards.
Operations Technology Professional(OTP) 2
Mcdonald's, Ice Age Management
03.2022 - 09.2022
- Configured hardware, devices, and software to set up work stations for employees
- Performed software/hardware installations and upgrades
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Ensured that restaurant technology was optimal for growing sales and guest counts
- Proved successful working within tight deadlines and fast-paced environment
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
ISP Support Technician
NRTC, National Rural Telecommunications Cooperative
08.2021 - 03.2022
- Provided Tier 1 IT support to non-technical users through support services
- Updated documentation and produced reports
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Provided basic end-user troubleshooting and desktop support.
Education
Certification Of Completion - Information Technology Security And Administration
My Computer Career
05.2020 - 03.2021
No Degree - Automotive Engineering
Durham Technical Community College
08.2009 - 03.2011
High School Diploma -
Hillside High School
Durham, NC 08.2004 - 06.2008
Skills
Software installation
Analytical thinking
Technical support
Hardware upgrades
Remote support
Application installations
Ticket support system management
Teamwork and collaboration
Certification
MTA Security
Software
Windows
Command Prompt
Service Now(Ticketing Software)
Halo
GoTo
Timeline
IT Support Specialist II
Advance Community Health
02.2024 - Current
Field Service Technician
Source Connect Technology
03.2023 - 09.2023
Field Service Technician
Rocky Mountain
09.2022 - 02.2023
Operations Technology Professional(OTP) 2
Mcdonald's, Ice Age Management
03.2022 - 09.2022
ISP Support Technician
NRTC, National Rural Telecommunications Cooperative
08.2021 - 03.2022
Certification Of Completion - Information Technology Security And Administration
My Computer Career
05.2020 - 03.2021
No Degree - Automotive Engineering
Durham Technical Community College
08.2009 - 03.2011
High School Diploma -
Hillside High School
08.2004 - 06.2008
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