As an IT Support Specialist at TEKsystems, I resolved 35+ ServiceNow Incidents and Tasks daily, providing timely and effective solutions for hardware, software, and networking issues. I also guided users with simple, step-by-step instructions, tested alternative pathways, and escalated unresolved issues when needed. I communicated with Team Leads and worked within a team, sharing knowledge and providing guidance to junior colleagues.In addition to my IT service management skills, I have a passion for teaching and learning new technologies. I instructed IT and technology courses for students from K-12 at St. Francis of Assisi School, where I also managed, maintained, and supported a wide range of end-user technology equipment, both on-site and remotely. I also facilitated Microsoft 365 Admin Center and G-Suite tools, organizing data and managing accounts for different kinds of businesses.I am currently pursuing a Master's degree in Computer and Information Systems Security/Information Assurance at Towson University, where I also earned my Bachelor's degree in Information Technology. I have a CAPM certification and a Google IT Support Professional Certificate, and I am always eager to update my knowledge and skills in the fast-changing IT field. My goal is to leverage my IT support expertise and my enthusiasm for helping others to deliver exceptional customer experiences and contribute to the success of any organization I work with.
