Resourceful IT professional with a BSc in Information Technology (Information Systems minor) and 3+ years of experience in user support and system maintenance. Proven ability to resolve technical issues, maintain system reliability, and support digital operations. Seeking to contribute to the Housing Agency of Jamaica as a Technical Support Officer.
Overview
7
7
years of professional experience
Work History
User Support Officer
Infiniti Co-operative Credit Union
Kingston, Jamaica
01.2021 - Current
Company Overview: formerly EduCom Co-operative Credit Union
Provide technical support for hardware, software, network, and user account issues.
Install, update, and maintain software and system configurations.
Manage Active Directory accounts, reset passwords, and assist with access permissions.
Support preventative maintenance activities and maintain inventory of IT assets.
Collaborate with vendors and assist in evaluating IT solutions for the organization.
Contribute to system security practices by ensuring compliance with internal protocols.
Participate in small IT projects and assist in documentation and system upgrades.
Formerly EduCom Co-operative Credit Union
Clerical Assistant
EduCom Co-op Credit Union
Kingston, Jamaica
01.2018 - 01.2021
Digitized over 900 member records monthly, ensuring data accuracy in internal systems.
Provided entry-level support for office systems and user tasks.
Supported filing, tracking, and record management processes.
Education
BSc. - Information Technology (Information Systems minor)
University of Technology
01.2023
Advanced Proficiency Diploma - Sixth Form
Convent of Mercy Academy 'Alpha'
01.2015
CSEC Certificate - 11 subjects
Convent of Mercy Academy 'Alpha'
01.2015
Skills
Technical Support
Troubleshooting
System Administration
User Administration
Network Maintenance
Server Maintenance
Windows OS
Data Management
ICT Documentation
Cybersecurity Awareness
Compliance Support
Software Installation
Software Upgrades
Helpdesk Ticketing Systems
Communication Skills
Training Skills
Microsoft 365
Office Suite Proficiency
Community Service
Supplied 40 hours at Waterford Police Station, 07/01/19
Donated 40 hours to Pines of St. Joseph Hospital, 01/01/15
Timeline
User Support Officer
Infiniti Co-operative Credit Union
01.2021 - Current
Clerical Assistant
EduCom Co-op Credit Union
01.2018 - 01.2021
BSc. - Information Technology (Information Systems minor)
<p>Hours per week: 40</p>
<ul>
<li>Duties, Accomplishments and Related Skills:</li>
<li>Applied IT knowledge gained from both academic and professional experiences to provide expert technical support and consultation for camera video systems, utilizing various communication channels including phone, email (with or without a ticketing system), and remote access to clients’ systems</li>
<li>Delivered in-depth support for a range of industry-standard video management software (VMS), including IVC VMS, ExacqVision, Wisenet, and Axis VMS software, ensuring optimal system performance and end-user satisfaction</li>
<li>Engaged with clients in a calm and professional manner to deliver high-level technical support across software, networking, and camera hardware systems</li>
<li>Frequently traveled across various states to perform on-site assignments, including troubleshooting camera system issues and providing training to new and existing clients.</li>
<li>Collaborated with various law enforcement agencies—primarily Public Safety—and the U.S. military to conduct site visits, deliver customized camera system solutions (including surveillance trailers), and optimize system performance.</li>
<li>Leveraged strong teamwork skills to coordinate with the Support Team, Software Developers, and Manufacturing Team in setting up, configuring, and troubleshooting camera video systems</li>
<li>Utilized Chinese language skills to effectively communicate with local and international clients and vendors for training and troubleshooting purposes</li>
<li>Conducted seasonal system checks on clients' camera video systems, performed necessary optimizations, and maintained detailed records of system status and performance</li>
</ul> at INDUSTRIAL VIDEO & CONTROL<p>Hours per week: 40</p>
<ul>
<li>Duties, Accomplishments and Related Skills:</li>
<li>Applied IT knowledge gained from both academic and professional experiences to provide expert technical support and consultation for camera video systems, utilizing various communication channels including phone, email (with or without a ticketing system), and remote access to clients’ systems</li>
<li>Delivered in-depth support for a range of industry-standard video management software (VMS), including IVC VMS, ExacqVision, Wisenet, and Axis VMS software, ensuring optimal system performance and end-user satisfaction</li>
<li>Engaged with clients in a calm and professional manner to deliver high-level technical support across software, networking, and camera hardware systems</li>
<li>Frequently traveled across various states to perform on-site assignments, including troubleshooting camera system issues and providing training to new and existing clients.</li>
<li>Collaborated with various law enforcement agencies—primarily Public Safety—and the U.S. military to conduct site visits, deliver customized camera system solutions (including surveillance trailers), and optimize system performance.</li>
<li>Leveraged strong teamwork skills to coordinate with the Support Team, Software Developers, and Manufacturing Team in setting up, configuring, and troubleshooting camera video systems</li>
<li>Utilized Chinese language skills to effectively communicate with local and international clients and vendors for training and troubleshooting purposes</li>
<li>Conducted seasonal system checks on clients' camera video systems, performed necessary optimizations, and maintained detailed records of system status and performance</li>
</ul> at INDUSTRIAL VIDEO & CONTROL
End User Support Technician at Cognizant Technology Solutions / Merck PharmaceuticalEnd User Support Technician at Cognizant Technology Solutions / Merck Pharmaceutical