MRMianca Reid
@miancareid
Experienced IT Helpdesk technician with a focus on problem-solving.
United StatesWhat I'm looking for
I am a highly skilled IT Helpdesk technician with over 8 years of experience in field operations and IT Helpdesk operations. My expertise lies in troubleshooting, network connectivity, and providing exceptional customer service. I thrive in environments that challenge my creativity and critical thinking skills, and I am dedicated to surpassing business objectives.
Throughout my career, I have successfully managed IT asset inventories, provided Level 1/2 support, and collaborated with various teams to optimize network efficiency. My experience includes working with high-profile clients, ensuring minimal downtime, and streamlining processes to enhance overall productivity. I am passionate about leveraging my technical knowledge to contribute to team success and improve user experiences.
Experience
Work history, roles, and key accomplishments
Field Engineer
Avaso Tech
Aug 2024 - Present (10 months)
Provided Level 1/2 support, including hardware and software troubleshooting, network support, and installations at client locations. Diagnosed and resolved desktop, laptop, and network issues, ensuring minimal client downtime.
Field Technician
BC Tech Pro
Dec 2019 - Aug 2024 (4 years 8 months)
Diagnosed, troubleshot, and resolved hardware, software, and network problems, replacing defective components when necessary. Installed, troubleshot, repaired, and operated various IT equipment including computers, workstations, and printers.
NOC Analyst
Mueller Water Products
Nov 2021 - Jun 2023 (1 year 7 months)
Achieved first-call resolution for software malfunctions and user errors, decreasing incoming calls by 20%. Maintained 98.5% network infrastructure health across data centers by collaborating with clients and engineers.
Helpdesk Technician III
Cynet Systems/Dept. Of Human Services
Aug 2020 - Nov 2021 (1 year 3 months)
Served as the onsite technical lead for executive and VIP support, troubleshooting complex IT issues with white-glove service. Administered user permissions and managed user accounts via Active Directory.
Network Technician
Robert Half Technology/Honey Baked Ham
Dec 2019 - Jul 2020 (7 months)
Delivered remote technical support for workstations, POS hardware/software, and mobile devices. Oversaw network connectivity and resolved SCCM Software Center issues using SolarWinds and Microsoft Intune.
IT Specialist
Insight Global
Jul 2017 - Nov 2019 (2 years 4 months)
Identified and reported network problems involving tablets, cellphones, and hard drives for resolution. Configured and installed networking equipment, servers, workstations, and other commercial IT solutions.
Data Transcriber/Gov Asst / IT Specialist
Dept of the Treasury
Nov 2001 - Jul 2017 (15 years 8 months)
Provided 100% resolution to employees via the KISAM ticketing system. Maintained, upgraded, and repaired multi-vendor systems including hardware, software, and networking products.
Education
Degrees, certifications, and relevant coursework
American Intercontinental University
Bachelor of Fine Arts, Media Production
Completed a Bachelor of Fine Arts in Media Production. The program provided a comprehensive understanding of media creation and production processes.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Skills
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