Hi, I'm Logan

I have been working in the field of Information Technology since 2021. Currently, I am working full-time as a Lead Technical Trainer specializing in Windows Systems, Active Directory, and DFS management. My primary focus is to train junior system administrators in these areas. Alongside my job, I am pursuing a Bachelor's degree in Software Development and Security.

Experience

NextPoint Group (Sept '21 - Present)

Key Accomplishments

Led the update and improvement of the ticketing application for the Tier 1 service desk, resulting in increased productivity, better documentation, and detailing of issues.
Successfully migrated the ticketing application from 32 to 64-bit compatibility, ensuring smooth operation.
Nominated for the Continuous Improvement Champion Award by the service desk team.
Received the Star Performer Award for December '22 from the service desk team.

Key Responsibilities

Provided technical support to customers through phone calls and tickets.
Troubleshooting and resolving complex issues related to Windows, software applications, and hardware.
Delivered exceptional customer service, fostering positive relationships and building customer trust, as evidenced by positive feedback.

As Lead Technical Trainer, I am responsible for designing and implementing a comprehensive training program for technicians, playing a crucial role in their professional development and the overall efficiency of our technical services.

Key Responsibilities

Technical Training: Conduct detailed training sessions on various technical and account management tools, including ticketing systems, account creation/modification/disablement processes, basic troubleshooting, and offboarding procedures.
Support and Guidance: Offering hands-on training and being readily available to answer questions and provide support, ensuring technicians feel confident and well-equipped in their roles.
Curriculum Design: Actively involved in planning, developing, and coordinating in-house training programs. This includes continuously revising lesson plans to keep technical information up-to-date and relevant to evolving industry standards.
Managerial Collaboration: Regularly attending managerial meetings to provide insights and direction on training strategies, ensuring they align with broader business objectives.
Documentation and Continuous Improvement: Maintaining and updating training documentation and actively seeking solutions for any emerging issues, aiming to continually enhance our training programs' effectiveness.

Skills

Training Program Development · Technical Proficiency · Leadership and Team Management · Communication and Presentation Skills · Analytical and Problem-Solving Skills

As a Jr Systems Administrator, I played a crucial role in maintaining the integrity and efficiency of our network systems. My responsibilities included account management, technical troubleshooting, and system administration.

Key Responsibilities

Account Management: Expertly managed network account lifecycle, including the creation, modification, and deactivation of user accounts. This process was crucial in ensuring proper access control and maintaining system security.
Security and Access Control: Oversaw the management of shared drive access and security groups. I ensured access permissions were correctly assigned and aligned with organizational policies, enhancing overall network security.
Technical Issue Resolution: Skilled in identifying, isolating, and resolving various technical issues encountered by end-users. Utilized a combination of support documentation, prior knowledge, and hands-on experience to address and solve problems efficiently.
Privileged Account Management: Managed privileged and external accounts with a focus on maintaining high security and compliance standards. This responsibility required a detailed understanding of system administration's technical and policy aspects.
Documentation and Process Improvement: Diligently documented all troubleshooting steps and resolutions. My approach to documentation served as a vital reference for future troubleshooting and contributed to the continuous improvement of our support processes.

Skills

Network Account Management · Technical Troubleshooting · Security and Access Control · Analytical and Problem-Solving Skills · Powershell · Active Directory · Distributed File System (DFS)

Education

University of Maryland Global Campus

Software Development and Security

2022 - 2028 (expected)

Cumulative GPA: 4.0

A program focused on building strong software development skills with an emphasis on security. The curriculum, rooted in Python programming, database applications, and software vulnerability detection, trains students to develop secure software applications and systems. This degree prepares graduates to effectively tackle security challenges in the software development field, creating secure applications that stand up to modern threats.