Niqia Francis
IT Support Analyst
Coolidge,GA
Summary
IT professional bringing valuable experience in IT operations. Known for improving operational efficiencies and enhancing system reliability through strategic planning and problem-solving. Strong focus on collaboration and achieving results, adaptable to changing needs.
Hardworking, passionate and ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
Support Technician
Inspired Technologies
10.2017 - Current
- Resolved complex technical issues for clients through remote troubleshooting, reducing downtime and increasing productivity.
- Reduced ticket response time through efficient prioritization of tasks, resulting in higher customer satisfaction rates.
- Managed hardware inventory and ensured timely equipment replacement or repair, maintaining optimal system performance.
- Served as a reliable point of contact for users experiencing technical difficulties, consistently demonstrating professionalism and patience while working towards resolution.
- Resolved computer and system networking problems to maintain user productivity.
- Contributed to cost-saving initiatives by recommending more efficient hardware configurations or software licenses, based on usage patterns and business requirements.
- Established strong relationships with vendors for prompt resolution of hardware and software-related issues, leading to improved client satisfaction levels.
- Managed high call volumes, prioritizing tasks to ensure timely responses and resolutions for all inquiries.
- Configured hardware, devices, and software to set up work stations for employees.
- Trained junior technicians to improve their technical skills and increase overall team productivity.
- Walked individuals through basic troubleshooting tasks.
- Resolved technical issues related to Office 365 applications promptly, maintaining high levels of user satisfaction.
Computer Helpdesk Technician
Mainline Information Systems
01.2017 - 10.2017
- Ensured smooth transitions during employee offboarding by securely wiping data from company devices according to established guidelines.
- Enhanced customer satisfaction by efficiently troubleshooting and resolving technical issues for computer users.
- Provided exceptional remote support to users, utilizing remote access tools to diagnose and resolve issues effectively.
- Used Internet directory services software, such as Active Directory software.
- Maintained inventory of computer hardware components, ensuring availability of replacement parts when needed for repairs or upgrades.
- Assisted customers with password resets and account management tasks while maintaining strict adherence to security protocols.
- Improved user experience by conducting regular maintenance tasks such as software updates, virus scans, and performance optimizations.
- Managed high call volumes, prioritizing tasks to ensure timely responses and resolutions for all inquiries.
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Used ticketing systems to manage and process support actions and requests.
Information Technology Support Specialist
City of Thomasville GA
11.2006 - 06.2016
- Enhanced system performance by troubleshooting and resolving hardware, software, and network issues.
- Reduced downtime for users by providing timely and efficient technical support via phone, email, and in person.
- Boosted productivity through training end-users on the proper use of various applications and tools.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Oversaw the daily performance of computer systems.
- Helped streamline repair processes and update procedures for support action consistency.
Information Systems Technician
United States Navy
02.1999 - 03.2006
- Provided IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Tested, maintained, and monitored computer programs and systems.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Reduced downtime during system upgrades by successfully planning and executing seamless migrations.
- Implemented security policies and distributed updates to end users.
- Installed, configured, and patched user hardware and software.
- Diagnosed and resolved hardware and software issues.
- Monitored networks and network devices to resolve technical problems quickly.
Education
High School Diploma -
Thomas County Central High School
Thomasville, Ga 05.2001 -
Skills
Teamwork and collaboration
Information confidentiality
Exchange online administration
Office 365 management
IT troubleshooting
IT procurement
IT asset management
Timeline
Support Technician
Inspired Technologies
10.2017 - Current
Computer Helpdesk Technician
Mainline Information Systems
01.2017 - 10.2017
Information Technology Support Specialist
City of Thomasville GA
11.2006 - 06.2016
High School Diploma -
Thomas County Central High School
05.2001 -
Information Systems Technician
United States Navy
02.1999 - 03.2006
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