Kyra Neal
Piedmont
Summary
Astute Service Desk Specialist with proven abilities to analyze, diagnose and resolve computer end user support issues. Highly experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems, as well as networking and security protocols.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Service Desk Specialist
Memorial Health System
Gulfport
01.2024 - 11.2024
- Log and track issues for medical staff via the Solarwinds ticketing system, providing support to 5000+ users in multiple specialty clinics
- In temperature sensors through Primex and resolve alerts in a timely manner on a 24/7 basis
- Monitor hospital infrastructure interfaces through Corepoint and notify the appropriate personnel when an interface is down
- Troubleshoot hardware issues for Windows desktops, Windows and Apple laptops, signature pads, scanners and printers
- Manage user accounts through Active Directory by unlocking, resetting passwords, enabling accounts, and verifying the correct groups have been added
- Assist users with blocked emails through Mimecast by permitting the email or adding the domain as trusted
- Using Zscaler, troubleshoot site access issues for users if sites are blocked due to company policy
- Troubleshoot VMware issues for session freezing, hardware not pulling over, missing drives or icons, etc
- Assist users with Intune installation on mobile phones to access company resources
- Troubleshoot VPN issues via PulseSecure, ensuring minimal network downtime for a 24/7 level II trauma center
Jr Service Desk Technician
US Citizenship & Immigration Services
Stennis Space Center, Kiln
07.2023 - 01.2024
- Provides support to 27,000+ end users through calls and Microsoft Outlook or Teams for technical support
- Utilize ServiceNow ticket system to document, track, and monitor problems to ensure timely resolution
- Interact with network services, software systems engineering, and/or applications development to restore service and/or identify correct core problems
- Utilize knowledge base articles to guide callers through resolution of reported issues
- Assist users with installing/updating software through Software Center & Citrix
- Troubleshoot VPN issues with Cisco or Zscaler
IT Intern (Full time)
Robins Financial Credit Union
Warner Robins
05.2022 - 09.2022
- Support 450+ end users including senior VIPs of the organization with PC technical issues and printer issues
- Execute and update Dell & HP workstations for uniform desktop deployment
- Answer helpdesk calls and enter tickets in a timely manner into the KBox ticket system
- Image desktops and laptops configured with company policy restrictions
- Assist with IT asset inventory tracking and retirement, maintaining accordance with service lifecycle requirements
- Efficiently perform hardware and software installations, configurations, and updates
- Provide monitoring and response to hardware, software, and network issues utilizing RDP tools and techniques
- Assist team members in troubleshooting and repairing failures in office infrastructure such as printers, desktop units, and laptops
- Perform account and password resets on applicable systems including Active Directory
Education
Bachelor of Science - Information Technology, Cyber Security
Middle Georgia State University
Macon, GA05.2022
Skills
- SolarWinds & ServiceNow proficiency
- Hardware/Software support
- Remote Desktop Support via Teams, Quick Assist & Microsoft Assistance
- Managing & securing company devices with Intune
- Account Management/Modification
- Microsoft Office 365 Applications
- Windows 10/11 Support
- Security Awareness & Common Cyber Threats
- Asset Tracking & Tagging
- Network Troubleshooting
- Organizational Skills
- Professional Customer Service
- Teamwork & Collaboration
- Efficient Multitasking
- Mentoring & Leading
Certification
CompTIA Security+, 12/27
Clearance
Active Public Trust
Hobbies and Interests
- Golf
- Archery
- Horse riding
- Piano
- Puzzles
- Video games
Aspirations
- Become a penetration tester
- Obtain master's degree in cyber security
- Obtain CCNA certification
- Improve coding/scripting skills
References
References available upon request.
Timeline
Service Desk Specialist
Memorial Health System
01.2024 - 11.2024
Jr Service Desk Technician
US Citizenship & Immigration Services
07.2023 - 01.2024
IT Intern (Full time)
Robins Financial Credit Union
05.2022 - 09.2022
Bachelor of Science - Information Technology, Cyber Security
Middle Georgia State University
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