Abaris Woodrick
Atlanta
Summary
Results-driven IT Specialist / Help Desk Technician with 10+ years of experience delivering high-quality technical support across software, hardware, and network environments remotely and hands own . Adept at troubleshooting complex system issues, managing user accounts, and resolving escalated tickets in fast-paced enterprise settings. Strong communicator skilled in remote support, customer relations, and implementing efficient IT solutions. Seeking to leverage proven expertise in system maintenance and end-user support to contribute to a forward-thinking IT team.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Support Specialist
Fulton County Schools
Atlanta, GA
09.2025 - Current
- Provided technical support to staff and students, ensuring seamless use of educational technology systems.
- Resolved user issues efficiently through troubleshooting and problem-solving techniques.
- Trained new team members on software applications and customer service protocols.
- Collaborated with educational teams to enhance communication strategies and streamline support processes.
- Reimage, configure, and deploy laptops, desktops, and student devices to maintain system performance and security standards.
- Diagnose and repair printer issues including driver installation, connectivity problems, maintenance, and hardware troubleshooting.
- Utilize ticketing systems to document, prioritize, and resolve technical support requests efficiently while delivering excellent customer service
- Assist with daily IT operations to minimize downtime and ensure classrooms and administrative staff remain fully operational
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
IT Technician
Classic Collision
Atlanta, GA
12.2023 - Current
- Provide enterprise-level support and maintenance for desktop systems, peripherals, and network infrastructure across multiple locations.
- Manage hardware deployments and software configurations to ensure compliance with company IT standards.
- Resolve escalated technical incidents, maintaining a 95%+ first-contact resolution rate.
- Collaborate with vendors and internal teams to troubleshoot connectivity and performance issues.
Technical Support Specialist
Kelly Services
Atlanta, GA
01.2021 - 10.2023
- Delivered Tier 1 & 2 support for Apple devices, operating systems, and network connectivity issues.
- Assisted 40+ users daily via phone, chat, and remote tools, achieving consistent top-tier customer satisfaction scores.
- Partnered with cross-functional teams to streamline ticket resolution processes, reducing average handling time by 20%.
- Documented troubleshooting steps and resolutions for knowledge base development.
Help Desk Support
Wipro
Doraville, GA
06.2017 - 01.2021
- Handled 50+ user requests per shift, resolving issues related to Windows systems, account access, and hardware malfunctions.
- Provided remote support using screen-sharing tools, reducing downtime and improving user productivity.
- Created detailed service tickets and technical documentation for escalation tracking.
- Supported internal teams with system upgrades, new user setup, and software rollouts.
Education
Diploma - Information Technology
Interactive College of Technology
Chamblee, GA10-2023
High School Diploma - undefined
Amory High School
Amory, MS01-2013
Skills
- Platforms: Windows 10/11, macOS, iOS, Android
- Tools: Active Directory, Office 365, ServiceNow, Jira, Remote Desktop, VPN, Intune, Imaging Tools
- Networking: LAN/WAN, TCP/IP, DNS, DHCP, VPN Configuration
- Hardware: Diagnostics, Upgrades, Peripherals Setup, Printer & Device Management
- Other Skills: Customer Service, Ticketing Systems, Technical Documentation, Software Installation, Remote Assistance
- Technical assistance
- Technical troubleshooting
- Incident management
- Empathy and patience
- Activity planning
- [Software] expertise
- Escalation handling
- Service desk operations
- Data collection
- Ticket management
- Security protocols
- Application support
- Debugging
- Network troubleshooting
- Helpdesk operations
- Call management
- Customer engagement
- Mobile device support
- Failure resolution
- Issue escalation
- Software troubleshooting
- Troubleshooting and Diagnostics
- Problem-solving
- Teamwork and collaboration
- Active listening
- Interpersonal skills
- Employee computer support
- Help desk support
Websites
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Trained and led technical support teams of more than 30 support specialists.
- Completed intensive training in database fundamentals and software engineering.
- Participated in various incentive programs and contests designed to support achievement of production goals.
Certification
- CompTIA A+
- MD-101: Managing Modern Desktops
- Apple Certified Help Desk Specialist (ACHDS)
Languages
English
Full Professional
Software
Debugging and Testing:
Problem-Solving and Computational Thinking
Version Control Systems:
Timeline
Support Specialist
Fulton County Schools
09.2025 - Current
IT Technician
Classic Collision
12.2023 - Current
Technical Support Specialist
Kelly Services
01.2021 - 10.2023
Help Desk Support
Wipro
06.2017 - 01.2021
High School Diploma - undefined
Amory High School
Diploma - Information Technology
Interactive College of Technology