Christina Kitchen

Experience

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  PC Network, Inc.

  Jul 2011 - Nov 2011

  Software Help Desk - First Level

  First Level Software support for in-house applications at Amtrak.Troubleshooting in-house applications as well as Citrix, Microsoft Office, and Windows in general. Managing ticketing and escalation of tickets to second-level technicians as needed.

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  Bryn Athyn College

  Nov 2011 - Mar 2015

  Help Desk

  Supported faculty and students at a trio of schools (college, high school and elementary), dorms, and employees at the associated Bryn Athyn Cathedral, Glencairn Museum, and shared services (financial and facilities).Set up network connectivity and VPN access for BYOD. Trained users on how to login to services, access WiFi, and use software. Assisted in training and managing student interns. Junior network administrator duties including managing accounts, group policy, and email, and assisted in a transition from on-premise Exchange email to Office 365.Managed backups, including disk-to-disk as well as tape backups, and all data restore requests.Worked extensively with vendors to fix software and hardware problems on servers and network devices. Show less

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  TechWise Group

  Jan 2015 - Jun 2016

  Service Desk Technician

  Took first level phone and email issues and escalated if necessary. Acquired requested Microsoft CRM certifications in preparation to move into a project management role.

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  City of Philadelphia

  Feb 2017 - Aug 2019

  Technical Support Specialist

  Assists a wide variety of departments over the phone with technical issues and offers support for desktop software, email and Active Directory accounts. Triages and routes tickets accordingly to second level groups, and assists in escalation of major incidents.Writes software documentation intended to be used by non-technical users.