Isaiah Hawkins
Piedmont
Summary
Dedicated professional with experience providing technical support to end users in a corporate environment. Proven track record of resolving complex technical issues quickly and efficiently, while providing excellent customer service. Skilled in troubleshooting hardware and software issues, system maintenance, and network configuration. Adept at training users on new applications and technologies, working with remote users, and staying abreast of new developments in the IT industry.
Overview
2
2
years of professional experience
Work History
IT Technician I
Department of Public Health
09.2023 - 04.2025
- Troubleshoot technical issues with printers, networks, operating systems, and applications
- Supported other departments with their IT needs by providing advice or assistance when necessary
- Configured remote access solutions such as VPNs and Remote Desktop Protocols
- Monitored network performance to ensure optimal efficiency
- Provided technical support to end users regarding installation of hardware and software components
- Resolved user account problems within Active Directory environment
- Windows 10/11 Troubleshooting Experience
- Proficiency with Microsoft 365 Products including MS Teams is preferred
- Collaborated with team members on complex technical projects
- Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications
- Diagnosed network problems by running ping tests and trace routes to isolate the source of the issue
- Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support
- Advanced understanding of Remote Control/Management tools
- Maintained office PCs, networks and mobile devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners, and data loggers.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Developed and documented standard operating procedures for consistent IT service delivery across the organization.
- Ability to work autonomously and collaboratively to ensure work is being completed in an accurate and timely manner
Education
Bachelor of Science - Computer Science
Presbyterian College
05.2023
Skills
- Technical support
- Hardware installation
- IT documentation
- Desktop technical support
- Helpdesk services
- Remote support
- IT asset management
- Help desk management
- Peripheral maintenance
- Software configuration
- Peripheral repair
- Computer diagnostics
- Multitasking
- Friendly and patient
- Laptop servicing
- Excellent communication
- Multitasking Abilities
- Team collaboration
- Teamwork and collaboration
- Problem-solving
- Remote technical support
- Reliability
- Help desk support
- Customer service
- Task prioritization
- Tracking and documentation
- Network troubleshooting
- Help desk operations
- Application installations
- Mobile device management
- Inventory control systems
- Troubleshooting and Diagnostics
- Software updating
- Microsoft windows and office
- Troubleshooting network issues
Timeline
IT Technician I
Department of Public Health
09.2023 - 04.2025
Bachelor of Science - Computer Science
Presbyterian College
Similar Profiles
Wanda Denise FrenchWanda Denise French
Customer Service 2 at Department of Public HealthCustomer Service 2 at Department of Public Health
Justin CorleyJustin Corley
Warehouse Clerk at Department of Public HealthWarehouse Clerk at Department of Public Health
Emily OsinubiEmily Osinubi
Sexual Assault Nurse Examiner (SANE) at Department of Public HealthSexual Assault Nurse Examiner (SANE) at Department of Public Health