Sharon Bryant Professional Summary

An ITIL v3 Foundation certified with overall 6 years of working experience in providing technical support for customer user community on-site at their location. Troubleshoots, tests, images and cleans PC’s, laptops, monitors, printers, and other related hardware. Uses ticketing system such as Service Now to create, respond and deploy to users. Worked with large companies and supported large number of employees.

MicroTrain Technologies- Chicago, IL (2014)

CompTIA A+, CompTIA Network+ (In Progress)

Microsoft Office Specialist Certifications in Word 2010, Excel 2010, PowerPoint 2010

Professional Experiences

Independent Contractor - Chicago, IL

Contract Project Technician (March 2015 – July 2015)

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  Used ticketing system such as Service Now to create, respond and deploy to users
  
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  Upgraded standard PC images using Windows 7 DTP
  
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  Prepared spared machines for users who were infected with malware
  
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  Installed phones and activated LAN ports
  
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  Understands VoIP telephony systems
  
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  Recorded hardware within inventory and separate drives who were on legal hold
  
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  Delivered appropriate equipment to users such as keyboards, headsets, phones, pc’s
  
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  Moved and relocated users hardware equipment during department change
  

Heartland Alliance for Human Needs and Human Rights - Chicago, IL

Technical Support Intern (May 2014 – August 2014)

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  Organized IT work room where equipment is stored
  
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  Transfer profiles using Windows Easy Transfer
  
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  Upgraded PC’s with a standard image using WindowsPE
  
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  Verify eligibility for upgrade and memory upgrade
  
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  Use remote programs to troubleshoot connections and install programs remotely
  
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  Assigned to several locations to resolve help desk tickets and apply updates
  
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  Understands VoIP telephony systems
  
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  Suggested new ideas and tools the staff can use to enhance productivity
  
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  Handle conflict, and difficult situations within a technical and customer support environment
  
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  Use of incident management system to properly document and escalate issues as they are reported
  
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  Resolve technical problems with Local Area Network (LAN), Wide Area Network (WAN), and other systems
  

TEC Services Consulting Inc. - Chicago, IL

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  Acted as a technical resource in assisting users to resolve problems with navigation and data within Windows XP, Windows Vista and Windows 7; staffs a centralized help desk to facilitate exchange of information and advice; implements solutions or notifies outsource providers as required
  
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  Responded to tickets from remote sites using an internal ticket management system
  
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  Resolve technical problems with Local Area Network (LAN), Wide Area Network (WAN), and other systems
  
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  Researched and recommended computer software, hardware, peripheral equipment and other related supply purchases to meet instructional support needs; serves as a technical resource and makes recommendations on new computer technology
  
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  Handle conflict, and difficult situations within a technical and customer support environment
  
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  Ensured customer service support by partnering with Chicago Housing Authority to provide laptop devices during Operation Warm vendors and host
  
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  Utilized various Tech Support skills such as troubleshooting and replacing faulty components
  
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  Navigated and suggested key features to use within Microsoft Office Suite products
  
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  Key Contributions:
  
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  Acted as a liaison between technology director, technical support and staff
  
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  Recognized for the development of excellent business relationships, providing exemplary customer service.
  
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  Developed and implemented procedures and guidelines for potential staff in training
  
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  Carried out special projects and assignments as requested