Shandana Towns
@shandanatowns
I resolve Windows, hardware, software, connectivity, and end-user support issues remotely.
ZimbabweWhat I'm looking for
I've delivered high-volume remote technical support at Apria Healthcare, troubleshooting healthcare equipment, connectivity, accounts, and applications while documenting 60+ daily interactions.
Previously at VXI and Beyond Finance, I guided users through software, hardware, system, account, and connectivity issues, maintained a 95% first-call resolution rate, and escalated complex problems when needed. I bring an A.A.S. in Computer Network Management and hands-on knowledge of Windows administration, Active Directory, Microsoft 365, imaging, networking, and support documentation.
Experience
Work history, roles, and key accomplishments
IT Desktop Support Technician
Apria Healthcare
Oct 2022 - Present (3 years 10 months)
Provided remote technical assistance to patients using healthcare technology and medical equipment, troubleshooting equipment, connectivity, account, and application-related issues. Documented 60+ daily interactions and escalated complex issues to appropriate support teams.
Education
Degrees, certifications, and relevant coursework
Centura College
Associate of Applied Science, Computer Network Management
Grade: 3.87
Earned an Associate of Applied Science in Computer Network Management with a GPA of 3.87.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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