Tashawn Greene
Florence,SC
Summary
Team Lead & Tier 2 Help Desk Analyst with 8+ years of experience delivering enterprise technical support and leading service desk teams. Proven ability to resolve complex technical issues, improve helpdesk performance through KPI monitoring, and mentor analysts to deliver high-quality customer service. Experienced supporting hardware, software, and network environments while ensuring SLA compliance and high user satisfaction.
Professional technician with robust experience in deployment and implementation of IT systems. Adept at troubleshooting, hardware installation, and software configuration. Strong team collaborator committed to delivering reliable solutions and adapting to evolving project requirements. Known for technical expertise, effective communication, and unwavering focus on achieving optimal results.
Experienced with system deployments, hardware installations, and software configurations. Utilizes strong problem-solving skills to troubleshoot and resolve technical issues promptly. Knowledge of network configuration and effective communication with team members ensures successful project execution.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Team Lead & Tier 2 Help Desk Analyst
Network Infrastructures Technology
Manhattan, NY
01.2015 - Current
- Lead a Tier 1 & Tier 2 service desk team delivering 24/7 technical support in a high-volume enterprise environment.
- Monitor and report on key help desk KPIs, including call queue performance, calls answered within 60 seconds, ticket-to-call ratios, and dropped call metrics.
- Provide advanced troubleshooting and escalation support for complex hardware, software, and system issues.
- Mentor and train help desk analysts through coaching, performance reviews, and call quality feedback.
- Collaborate with management and cross-functional teams to improve service desk efficiency and incident resolution times.
- Lead team briefings regarding system updates, deployments, and operational changes affecting support services.
- Promote continuous improvement of support processes, documentation, and service quality standards.
Desktop Deployment Technician
Gotham Technology Group
Montvale, NJ
01.2014 - 11.2014
- Configured and deployed desktops and thin clients for Hackensack University Medical Center.
- Performed OS imaging, system configuration, and application installations.
- Migrated legacy systems from Windows XP/Vista to Windows 7 Embedded.
- Provided on-site support for hospital executives, doctors, and nursing staff during rollout.
- Maintained deployment documentation and asset tracking records.
- Installed and configured hardware for client systems to ensure optimal functionality.
- Collaborated with team members to execute deployment plans for new software installations.
- Assisted in maintaining inventory of equipment and supplies to streamline operations.
- Provided technical support during rollout phases, enhancing user satisfaction and engagement.
- Implemented process improvements that reduced deployment timeframes and increased overall efficiency.
- Improved client satisfaction by providing exceptional customer service throughout the entire deployment lifecycle.
- Ensured compliance with company policies and regulatory requirements during the deployment process, mitigating potential risks.
- Enabled smooth transitions through effective coordination with internal and external teams responsible for installing new systems or decommissioning old ones.
- Managed inventory effectively, ensuring adequate supply of equipment for scheduled deployments.
Tier 1 Help Desk Technician
Total Tech Solutions
Carlstadt, NJ
01.2013 - 01.2014
- Provided remote technical support for Samsung printers and tablets across nationwide school districts, retailers, and businesses.
- Diagnosed hardware and software issues and documented solutions in GCIC and NPASS ticketing systems.
- Assisted field technicians with troubleshooting, repair guidance, and preventative maintenance procedures.
- Managed approximately 40 incoming calls, emails, and faxes per day from customers.
Education
Some College (No Degree) - Computer Systems
Lincoln Technical School
Paramus, NJSkills
- Systems & Platforms
- Windows 7 / 10 / 11
- Windows Embedded
- MacOS
- IT Support & Administration
- Tier 1 & Tier 2 Technical Support
- Active Directory (User Management, Password Resets)
- Desktop Imaging & Deployment
- Software Installation & Configuration
- Data Migration
- Service Desk Tools
- Ticketing Systems (CRM & Fresh)
- Remote Support Tools
- Call Center Metrics (KPI / SLA Monitoring)
- Hardware & Networking
- Desktop & Laptop Troubleshooting
- Printer Diagnostics & Repair
- Peripheral Support
- Basic Network Troubleshooting
- Professional Skills
- Team Leadership
- Staff Training & Mentoring
- Process Improvement
- IT Documentation
- Customer Service
- Software installation
- Wireless networking
- Remote support
- Network configuration
Accomplishments
- 8+ years of enterprise IT support experience
- Team leadership experience in high-volume help desk environments
- Proven success improving service desk performance metrics and user satisfaction
Certification
Technical Training Certifications (PLUS 1 Solutions): Samsung ML, SCX, CLX, SL, and CLP printer systems | Polaris & Cosmos printer platforms
Languages
English
Full Professional
Interests
- Music
- Crafting and DIY Projects
- Experimenting with different creative mediums, like [medium 1], [medium 2], and [medium 3], to expand skills and techniques
- Participate in local theater productions, enhancing my public speaking and teamwork skills
Timeline
Team Lead & Tier 2 Help Desk Analyst
Network Infrastructures Technology
01.2015 - Current
Desktop Deployment Technician
Gotham Technology Group
01.2014 - 11.2014
Tier 1 Help Desk Technician
Total Tech Solutions
01.2013 - 01.2014
Some College (No Degree) - Computer Systems
Lincoln Technical School