NICOLE LONGWORTH
Beaufort,SC
Summary
IT professional with solid foundation in providing technical support and resolving IT-related issues. Proven track record of enhancing system performance and delivering effective solutions that align with business needs. Known for collaborative approach and adaptability in dynamic environments, ensuring reliable support and seamless teamwork.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Information Technology Support Specialist
THE GREENERY INC.
03.2021 - Current
- Enhanced IT support response rates by serving as primary contact for issues.
- Diagnosed and resolved hardware, software, and network issues effectively and efficiently.
- Configured and deployed devices for 800+ employees, ensuring optimal functionality.
- Managed onboarding processes, including account creation and device allocation for new hires.
- Led successful migrations of over 400 devices into Intune and MDM systems.
- Maintained asset inventory and coordinated software license management across departments.
TECHNICAL ANALYST
NTT DATA
01.2020 - 01.2021
- Provided frontline technical support for hospital staff of over 500 employees via ServiceNow.
- Installed, configured, and repaired desktops, printers, and peripherals.
- Supported access points, VoIP devices, and clinical systems.
- Delivered weekly operational and technical reports to leadership.
- Coordinated with external vendors during system implementations or upgrades, ensuring timely completion within project constraints.
- Implemented software updates across multiple platforms, maintaining optimal functionality and security standards.
- Enhanced system performance by identifying and resolving technical issues through thorough analysis and troubleshooting.
- Applied knowledge of IT best practices to tackle new challenges and make educated decisions.
CUSTOMER ENGINEER
UNISYS CORPORATION
01.2015 - 01.2020
- Enhanced customer satisfaction by delivering comprehensive deskside and remote IT support.
- Executed installations, relocations, and troubleshooting for hardware and software issues.
- Generated performance and incident reports to track support effectiveness and improvements.
- Skilled at working independently and collaboratively in a team environment.
HELP DESK TECHNICIAN
CARECORE NATIONAL
01.2013 - 01.2015
- Increased user satisfaction by providing effective Tier 1 help desk support.
- Resolved account access issues and application errors for call center employees.
- Guided users through processes, addressing documentation discrepancies efficiently.
- Trained new technicians on troubleshooting best practices and customer service.
- Optimized system performance, leading to reduced downtime and improved user experience.
- Maintained accurate help desk ticket documentation for effective issue resolution.
Education
B.S. - Computer Information Systems
University of South Carolina
COLUMBIA, SC01.2013
Skills
- Windows & MacOS Troubleshooting
- Microsoft 365, Google Workspace, Adobe, Slack
- Salesforce, Zendesk, FreshService, ServiceNow, Intune, Entra
- Hardware, printers, VoIP, imaging, device configuration
- MFA, access management, data protection
- Remote support
- IT asset management
- Hardware installation
- IT documentation
- Application support
- Mobile device management
- Ticket management
- Product knowledge
- Account management
Certification
- Certified Scrum Master
- CompTIA A+
Timeline
Information Technology Support Specialist
THE GREENERY INC.
03.2021 - Current
TECHNICAL ANALYST
NTT DATA
01.2020 - 01.2021
CUSTOMER ENGINEER
UNISYS CORPORATION
01.2015 - 01.2020
HELP DESK TECHNICIAN
CARECORE NATIONAL
01.2013 - 01.2015
B.S. - Computer Information Systems
University of South Carolina