- Drone Piloting
- Volunteer Work
Allen C. Harmon III
Laurel
Summary
Experienced with providing comprehensive technical support and troubleshooting for end-users. Utilizes strong problem-solving abilities to maintain system functionality and user satisfaction. Knowledge of various operating systems and software applications ensures smooth operations and quick resolutions.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Deskside Support Engineer
Bell Techlogix
04.2023 - Current
- Reduced downtime by proactively identifying potential technical issues and implementing preventive measures.
- Established a reputation as a reliable resource for users seeking assistance with various technology-related challenges.
- Provide onsite technical support for in-person and hybrid meetings.
- Support client / server hardware, peripherals, software, applications, and services
- Provide executive level support to resident and visiting executives at both the Arlington Corporate Office and Washington Technical Office.
- Install, troubleshoot, service, and repair personal computers, software, mobile devices, network equipment such as servers, related PC software, telephones, cables and connectors
- Investigate information, network, and communications needs of users and make recommendations regarding software and hardware purchases
- Developed strong relationships with users to foster trust and confidence in IT services provided.
- Served as an escalation point for high-priority incidents requiring immediate attention or specialized expertise.
- Provided expert guidance on best practices for computer usage, password management, data security, and backup strategies to minimize risk exposure.
- Contributed to the development of training materials aimed at improving employee proficiency in utilizing company-supported applications and tools.
- Facilitated smooth transitions during employee onboarding and offboarding by provisioning necessary equipment and software access.
- Documented support interactions for future reference.
- Patched software and installed new versions to eliminate security problems and protect data.
- Currently exploring AI tools to integrate into daily use.
System Administrator
LIFE-STRIDE INC.
07.2021 - 04.2023
- Provisioned new software and hardware for use, following established security policies.
- Provided expert level training to mental health clinical staff on new technologies
- Monitored performance and maintained systems according to DC DBH requirements.
- Ensured security through access controls, backups, and firewalls.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
- Worked with users to determine areas of technology in need of improved usability.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Analyzed network traffic and performance metrics to optimize system performance..
- Managed onboarding and offboarding of employees.
Advanced Tech Support Representative
Shift4 Payments (MERCHANT LINK)
12.2018 - 07.2021
- Supported leadership with transition during M&A.
- Managed daily operations to ensure smooth functioning of the support department.
- Monitored employee and customer interactions to assess quality of service.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
- Coached employees through day-to-day work and complex problems.
- Maintained up-to-date knowledge of industry trends, ensuring the support team remained well-versed in best practices.
- Streamlined support processes for increased efficiency and improved response times.
Installations Associate
Shift4 Payments (MERCHANT LINK)
05.2018 - 12.2018
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Met with customers onsite to develop installation strategy and coordinated with staff to facilitate access to product locations.
- Utilized CRM to maintain and update customer information, repair logs and inventory.
- Ensured safety compliance by diligently following industry guidelines and company protocols during installations.
- Participated in educational opportunities, maintaining working knowledge of company network and reading technical publications.
- Analyzed customer data to identify trends and anticipate customer needs.
System Tech/Warehouse Facility Manager
PFI TECH INC.
08.2015 - 05.2018
- Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.
- Optimized system performance through regular maintenance and updates, resulting in increased efficiency.
- Collaborated with cross-functional teams to develop innovative technology solutions for business challenges.
- Brainstormed with interdepartmental personnel to drive continuous technical improvements.
- Assisted with deployment issues by clarifying user questions and identifying problems.
- Championed adoption of industry best practices within the team, resulting in improved code quality and more efficient development processes.
- Reviewed and approved system supply and parts requests
- Managed service requests using internal proprietary software.
- Performed risk management analysis, providing findings reports to Executive Team.
Education
PRINCE GEORGE'S COMMUNITY COLLEGE
Computer Information Systems
St. Augustine's University
Raleigh, NCSkills
- Remote desktop management
- Technical support expertise
- Ticketing system experience
- Active Directory management
- Coaching
- Hardware installation
- Software configuration
- VPN management
Certification
- CompTIA Security+ - Computing Technology Industry Association.
- Scrum Master Certification.
Interests
Timeline
Deskside Support Engineer
Bell Techlogix
04.2023 - Current
System Administrator
LIFE-STRIDE INC.
07.2021 - 04.2023
Advanced Tech Support Representative
Shift4 Payments (MERCHANT LINK)
12.2018 - 07.2021
Installations Associate
Shift4 Payments (MERCHANT LINK)
05.2018 - 12.2018
System Tech/Warehouse Facility Manager
PFI TECH INC.
08.2015 - 05.2018
- CompTIA Security+ - Computing Technology Industry Association.
- Scrum Master Certification.
PRINCE GEORGE'S COMMUNITY COLLEGE
Computer Information Systems
St. Augustine's University
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