IT Technician Specialist
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Location: Seattle, WA, USA
University: Shoreline College
Major: Computer Science

IT Technician Specialist

Isaiah Gooden
xxx-xxx-xxxx) ~ xxx-xxx-xxxx~5987 High Point Dr SW, Seattle, WA 98126

Skills
Software: Office 16, Remedy 7.0, Cherwell, SCCM, Active Directory, Windows 7 /10 and Mac OSX, Linux
Hardware: computer components, computer imaging, troubleshooting, audio visual set up
Interpersonal Skills: Strong customer service skills, effective collaborator, can work independently and within a team.
Certification(s): MOS Excel
Professional Experience
Eddie Bauer/Upright-IT Bellevue, WA
Desktop Support Technician March 2019 - September 2019

Duties Included:
Supported users in various issues involving O365, password resets through Active Directory, and connectivity issues with VPN for users working from home.
Worked on Laptop, RAM and equipment upgrade project for various departments around Eddie Bauer HQ.
Monitored and completed technical service request through SharePoint involving; software and hardware upgrades, new user setups and providing elevated privileges to users.
Troubleshooted both Mac and PC hardware and software and closed tickets in a timely manner.
Set up conference rooms and created meetings for various events for various departments in Eddie Buaer.
Got control of the ticketing que and brought it down to from 80 old and current issues to 25 current issues in the que.
Healthcare Management Administrators Bellevue, WA
Helpdesk Support Technician November 2018 - February 2019

Duties Included:
Supported over 250 remote and local users company wide for various technical issues.
Completed over 50 tickets a week involving password resets, network connectivity issues, various issues with Office 2016, QicLink issues etc.
Used Active Directory to reset and create passwords for users, to create accounts and give access to the correct security profiles.
Used Microsoft Exchange Server Manager to give access and create accounts for various Outlook mailboxes.
Controlled and monitored the Remote Access Server for remote and in-house users. This involved troubleshooting slowness as well as connection issues.
Involved in project with going into Active Directory and updating the users and groups in the system.
Seattle Housing Authority Seattle, WA
Helpdesk Support Technician July 2018 - September 2018

Duties Included:
Supported over 500 users company wide for various technical issues.
Completed over 60 tickets a week involving password resets, monitor issues, network connectivity issues etc.
Was in charge of asset management project to update assets assigned to users in the CO as well as scattered sites.
Assisted in Citrix and Wyse Client updates. Imaged over 70 Thin Clients for deployment as well as backups for failed imaged Wyse Clients.
Troubleshooted issues with Office 2016 as well Office 365. Team was given a tool from Microsoft to run if it was a internal Office suite issue.
CarToys Inc. Seattle, WA
Help Desk Support Technician September 2017 – November 2017
Duties Included:
Assisted both Wireless Kiosk and CarToys stores with everyday issues with company computers.
Performed various administrative duties to give users access to company shared folders.
Helped users with issues with Citrix Receiver on company machines and user accounts.
Answered phones and emails then assigned the correct techs and teams that will assist users.
Managed ticketing system for service desk, closed over 50 tickets weekly for various issues.
Troubleshooted while on the phone with users to insure the issue is resolved in a timely manner.
Worked on Holiday Readiness project to insure all CarToys stores and Kiosks placed in military and Costco stores.
Starbucks Inc. Seattle, WA
Implementation Specialist July 2017 – August 2017
Duties Included:
Call center technician for the DOM Project for Starbucks.
Assisted field technicians on programming DOM machines for Starbucks stores nationwide.
Coordinated with three separate teams to coordinate the setup of DOM Machines.
Coordinated with Starbucks stores on when and where setup needed to take place.
Solved recurring issues, documenting and promoting best current practices.
Ensured successful implantation of plans through coordinated external sources.
Google/Astreya Kirkland, WA
Asset Management Technician January 2017 – June 2017
Duties included:
With a team of tech we managed over 900 users at the Google campus in Kirkland.
Imaged different variety of hardware including Mac OSX, Windows 10 and Linux.
Booked and set up conference rooms for users using company tools.
Use ticketing system to manage and resolve over 65 tickets a week.
Troubleshooted a variety of hardware and resolved in a timely manner.
Deployed and set up over 30 different pieces of hardware for new hires on a weekly basis.
Set up, deployed and managed printers throughout the campus.
Lightspeed Research/IBM Bellevue, WA
Desktop Support Technician September 2016 – December 2016
Duties included:
Managed over 300 users throughout Lightspeed Research employee pool.
Worked with users over the phone and through remote assist.
Imaged and deployed laptops and desktops to users both in house and remote.
Took inventory of old machines for redeployment or surplus.
Worked with company wide team to meet requirements of users.
Migrated users from Windows 7 to Windows 10.
Fred Hutchinson Cancer Research Center Seattle, WA
Desktop Support Technician / Audio Visual Intern February 2016 – July 2016
Duties included:
Image and deploy Windows and Mac workstations for over 30 users per week.
Deploy software manually, with SCCM and in center wide network licenses.
Troubleshoot problems with local and network printers and print ques.
Diagnose, repair, maintain and upgrade computer hardware and software.
Complete projects on or ahead of schedule.
Maintain confidentiality and discretion when working with passworded or sensitive materials.
Maintain hardware and software record through SCCM, Active Directory and KACE Admin.
Use ticketing system to manage and resolve over 25 plus tickets per week.
Configure computing equipment in conference rooms for presentations.
Assist presenters in conference rooms to ensure their computing needs are met.
Assist with booking and managing the schedules for over 40 conference rooms a week.
Education
Year Up / Bellevue College Seattle, WA
September 8th, 2015 – August 4th 2016

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