Professional Experience

Educational Technology Support Technician, East Carolina University, Jan. 2022 –

• Provided comprehensive technical support by diagnosing and resolving software, hardware, and network issues for faculty, staff, and students, ensuring minimal downtime and operational efficiency.
• Design and support digital projects, collaborating with faculty and students to integrate innovative technology into research and instruction.
• Manage synchronous DE language course connections, enhancing accessibility across UNC-system schools.
• Provide individual and group consultations and training on distance education software and hardware, resolving issues efficiently.

Technology Support Tech, East Carolina University, May 2021 – Dec. 2021

• Managed and maintained student computer labs, ensuring smooth daily operations and functionality.
• Performed imaging and setup of computers, ensuring systems were up-to-date and ready for use.
• Troubleshot and resolved software and OS issues, minimizing downtime for lab users.
• Issued and managed PPE for lab environments, maintaining safety and compliance standards.
• Responded promptly to technical support tickets from faculty, staff, and students, resolving computer and printer issues effectively.
• Provided on-demand technical support and troubleshooting for lab equipment as needed.

Refresh Support Tech, East Carolina University, Jan. 2020 – May 2021

• Migrated sensitive user data to secure locations, ensuring data integrity and preventing loss during transitions.
• Navigated BIOS and UEFI configurations to optimize system setups and troubleshoot hardware-related issues.
• Added PCs to organizational domains, managing user and group rights to maintain secure access.
• Mapped network drives and ensured proper connectivity for departmental and individual users.
• Troubleshot and resolved technical issues during imaging and PC setup, minimizing delays in deployment.

Skills

Technical Expertise

• Mac OS, Windows OS (10/11), Windows Server
• Active Directory, Group Policy
• TCP/IP Networking, LAN, Routers and Switches
• Remote Desktop Software, Network Printers
• JAMF, Kace, Mobile Device Management (MDM)
• Ticketing Systems (TeamDynamix)

Software & Tools

• Database Management (SharePoint)
• Microsoft Office Suite
• Canvas LMS
• Cloud-Based Workforce Management (Kronos)
• Telecommunication Tools (Webex, Teams, Zoom)

Technical Support & Troubleshooting

• System Imaging, Data Migration, Data Encryption
• Customer Service and Issue Resolution
• Hardware Support and Maintenance

Creative & Digital Skills

• Graphic Design, Web Design, Social Media Management
• Technical Writing and Documentation

Leadership & Project Management

• Team Collaboration and Training
• Project Coordination and Management
• Inventory and Asset Management