Xavier Madison
Atlanta
Summary
As an ambitious Computer Science student pursuing a Bachelor's degree with a Minor in Cybersecurity, I bring 4 years of experience as an IT Support Specialist, where I have developed a strong foundation in the Windows Server operating system and honed my troubleshooting skills for complex network issues. My technical proficiency includes a deep understanding of network protocols such as TCP/IP, DNS, and DHCP, enabling me to diagnose and resolve problems efficiently while minimizing downtime. I pride myself on maintaining high customer satisfaction standards, effectively managing support tickets, and providing timely responses to inquiries. My strong communication skills allow me to document processes clearly and submit detailed bug reports, ensuring transparency and collaboration. Additionally, I have experience in modifying applications and websites, enhancing user experience and functionality. With a keen interest in cybersecurity, I am eager to transition into a Security Analyst role, where I can leverage my technical expertise and passion for safeguarding organizational assets and data integrity. I am committed to continuous learning and staying updated on the latest security protocols and best practices to contribute effectively to a dynamic team.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Tory Burch
03.2024 - Current
- Provided technical advice to colleagues regarding installation procedures or troubleshooting techniques
- Troubleshot networking issues such as IP addressing conflicts, DNS server settings
- Diagnosed issues through process of elimination by asking probing questions
- Ensured compliance with industry standards through regular audits of workstations and network infrastructure
- Created detailed reports outlining the status of each technical issue reported by customers
- Responded in a timely manner to service issues and requests sent in through the help desk software
- Analyzed system logs and identified potential issues with computers and networks
- Configured and maintained computer systems, including desktop PCs, laptops, printers, mobile devices and network equipment
- Supported customers and colleagues with catered technical advice
- Managed and maintained network security systems
- Troubleshot issues on device-specific problems, network performance, and internet connectivity
- Regarded computer software and hardware operation resolved problems
IT Support Specialist
Fulton County Schools
02.2023 - 03.2024
- Provided technical support to clients via phone, email, and remote access
- Configured workstations, networks, servers and printers for end users
- Created user accounts and configured settings in Active Directory
- Installed software applications as requested by customers
- Diagnosed system malfunctions and provided troubleshooting assistance
- Trained new employees on the use of computer systems and programs
- Resolved network connectivity issues with routers and switches
- Performed regular maintenance checks on computer hardware components
- Monitored system performance to ensure optimal operations
- Implemented security measures to protect data from unauthorized access
- Assisted colleagues with complex IT problems or inquiries
- Developed procedures for installation, configuration and testing of IT products
- Conducted research into software solutions to meet customer needs
- Maintained an inventory of all IT equipment in the organization
- Responded promptly to service requests from staff members
- Coordinated with vendors for repairs or replacement of defective equipment
- Ensured compliance with established policies regarding information security
- Reviewed logs of system events for potential issues or threats
- Tested hardware components prior to deployment in production environment
- Deployed new versions of operating systems across multiple platforms
- Evaluated existing applications for compatibility with new technologies
- Installed and supported desktop software titles and add-ons
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues
Desktop Support Technician
Lexicon Technologies
07.2022 - 02.2023
- Technical Assistance, Application Installations, Troubleshooting And Diagnostics, Instruction And Training, Technical Equipment Inspection, Technical Operations Optimization, Operating System Management, Configuration Management, Technical Solution Analysis, Hardware Upgrades, Technical Background, Helpdesk Operations, Vulnerability Testing, Call Management, Support Services, Helpdesk Call Support, Data Collection, Wireless Area Networking, Patch Implementation
- Provide technical support to K-12 schools in Henry and Clayton County School System
- Install, configure, monitor, troubleshoot and resolve hardware, software and network related issues on HP/Dell laptops, Mac devices, desktops, printers, smartboards, and cameras
- Assist and troubleshoot end-users via in-person, e-mail, phone, and chat using Teams
- Manage, create/delete user profiles and permissions using Active Directory and O365
- Use SCCM to enable security and deployment of devices, setting up enterprises as well as software distribution, endpoint protection, and patch management
- Respond to and resolve incident and bug reports using ServiceNow
- Manage upgrades in software and hardware in Windows 10
- Write training manuals and train computer users in how to use new hardware and software
- Construct, install, and test customized configurations based on various platforms and operating systems
- Collaborated with Technology team members to ensure efficient operation of the organization's desktop computing environment
- Ensured that desktop connections, i.e., network jacks are in proper working order in LAN/WAN environments
- Necessary, liaise with third-party support and PC equipment vendors
IT Support Specialist
Purple Innovations LLC.
02.2020 - 06.2022
- Installed, diagnosed, and configured hardware, software, systems, networks, printers, scanners, laptops, and desktops
- Assist and troubleshoot in-person, remotely, e-mail, phone and messaging with end users and customers
- Monitoring and updating computer hardware, software, and system performance metrics
- Planned and execute maintenance upgrades in Windows 10
- Set up accounts for staff using Active Directory
- Maintained databases and ensuring system security
- Documented processes and performing diagnostic tests
- Investigated, diagnose, and solve computer software and hardware problems on laptops
- Respond to incident tickets using ServiceNow
Education
Bachelor of Science - Computer Science
Georgia State University
Atlanta, GA05.2026
High School Diploma - undefined
Southern Crescent Technical College
05.2021
High School Diploma - undefined
Dutchtown High School
05.2021
Skills
- Software Installation
- Help Desk Experience
- Network Administration
- IT Security Management
- Cloud computing knowledge
- Ticketing system proficiency
- Mobile Device Support
- Operating system management
- VoIP Support
- Application support
- Desktop support
- VPN Configuration
- Helpdesk call support
- Windows 10
- LAN/WAN
- System Administration
- Network diagnostics
- Hardware diagnostics
- Software diagnosis
- Service support
- Ticket management
- User credential management
- Call recordkeeping
- System administration
- MS office proficiency
- System diagnostics
- Ticket support system management
- Linux programming and administration
- Complaint resolution
- User support
- Software installation
- Application installations
Certification
Google Security Certification
Timeline
IT Support Specialist
Tory Burch
03.2024 - Current
IT Support Specialist
Fulton County Schools
02.2023 - 03.2024
Desktop Support Technician
Lexicon Technologies
07.2022 - 02.2023
IT Support Specialist
Purple Innovations LLC.
02.2020 - 06.2022
High School Diploma - undefined
Southern Crescent Technical College
High School Diploma - undefined
Dutchtown High School
Bachelor of Science - Computer Science
Georgia State University
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