Summary
Overview
Work History
Education
Skills
Timeline
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Sheldon Smith

Kingston,01

Summary

IT professional with hands-on experience in helpdesk operations, technical support, and networking. Skilled in troubleshooting, system administration, hardware maintenance, and network cabling, with a strong commitment to customer service. Currently completing a B.Sc. In Computer Science at the University of Technology, Jamaica, with a focus on IT infrastructure, networking, and security.

Overview

6
6
years of professional experience

Work History

Helpdesk Technician

UC Rusal Jamaica
Ewarton , St.Catherine
07.2022 - 09.2023
  • Delivered Tier 1 and Tier 2 technical support via phone, email, and chat.
  • Diagnosed and resolved software, hardware, and network-related issues.
  • Installed and configured operating systems and applications, ensuring compliance with licensing requirements.
  • Built, configured, and maintained desktop computers and related systems.
  • Performed cabling and setup for network infrastructure, including routers, switches, and wireless access points.
  • Assisted with network connectivity troubleshooting and VPN configuration.
  • Documented incidents, solutions, and troubleshooting processes for knowledge base use.

Information Security Analyst (Volunteer)

Charlemont High School
Linstead, Jamaica
01.2018 - 01.2020
  • Assisted staff and students with secure access to systems and data.
  • Developed and implemented digital security policies and practices.
  • Monitored network activity to detect and prevent unauthorized access.
  • Updated security permissions, system access, and software installations.
  • Conducted malware and ransomware risk assessments on the school's network.

Education

Bachelor of Science - Computer Science

University of Technology
Jamaica
09.2025

Skills

  • PC assembly and upgrades
  • Network troubleshooting
  • Technical support
  • Data management
  • Troubleshooting and maintenance
  • Cabling and network setup
  • TCP/IP and VPN configuration
  • Wireless access point setup
  • Network security protocols
  • Windows, and macOS administration
  • Microsoft Office Suite proficiency
  • Project management tools
  • Helpdesk management systems
  • System administration practices
  • Communication skills
  • Team collaboration
  • Problem-solving techniques
  • Technical documentation

Timeline

Helpdesk Technician

UC Rusal Jamaica
07.2022 - 09.2023

Information Security Analyst (Volunteer)

Charlemont High School
01.2018 - 01.2020

Bachelor of Science - Computer Science

University of Technology

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Sheldon Smith