LOGAN GAINES
Jackson
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and acumen to drive optimal user experience.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Studio Support Admin
Epic Games
2024.03 - Current
- Enhanced team productivity by providing expert guidance and supervision to crew members.
- Reduced downtime for end-users by providing timely resolution of technical issues and proactive maintenance.
- Improved IT service desk efficiency by implementing streamlined ticketing processes and knowledge base updates.
- Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network problems.
- Collaborated with cross-functional teams to implement infrastructure upgrades, resulting in improved system performance.
- Developed detailed documentation for IT service desk procedures, enabling faster onboarding of new team members.
IT Systems Administrator
U.S. Federal Courts
2023.12 - 2024.03
- Enhanced system performance by optimizing server configurations and implementing regular maintenance routines.
- Reduced downtime by proactively identifying potential issues and resolving them before they escalated.
- Streamlined IT processes with the implementation of automation tools, improving overall efficiency.
- Collaborated with cross-functional teams to successfully complete complex projects on time and within budget constraints.
System Administrator (6-Month Contract)
Epic Games
2023.03 - 2023.09
- Worked with users to determine areas of technology in need of improved usability to cut tickets submitted by 52%.
- Managed onboarding and offboarding of employees.
- Kept software licenses current for computers and mobile devices to decrease recurring cost by 12%.
- Assisted coworkers and staff members with special tasks on daily basis.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions to increase productivity of employees by 21%.
System Administrator
EXPERLOGIX
2022.08 - 2023.01
- Authored and revised Knowledge Base Articles covering wide variety of Service Desk issues
- Closed medium volume of complex issues with VPNS, access management, end-user devices (PC, Android, IOS), and network connectivity.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Maintained office PCs, networks and mobile devices.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Explained technical information in clear terms to non-technical individuals to promote better understanding & decrease tickets submitted by 46%.
- Monitored systems in operation and quickly troubleshot errors to increase uptime of employees by 14%.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and monitors.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
IT Service Engineer
Pluralsight
2021.08 - 2022.08
- Train, Lead and Mentor team of 11 technicians in fast paced and highly collaborative environment both onsite, as well as virtually.
- Assisted in Hiring, Onboarding and upskilling new IT team members from Interview process through to day to day operations
- Co-Lead, designed and managed continuous biweekly IT onboarding classes of 25-60 new employees
- Hardware & Software support for Windows/MacOS Machines for 2000+ global employees Managed account activation/deactivation and application access via Okta, as well as administration and troubleshooting SaaS tools across the organization
- Maintain and create documentation/best practices for internal Knowledge Base
- Deployed and maintained MDM needs for company devices and BYOD solutions via Workspace One
- Ticket tracking/management via Service Now
- Worked with Salesforce Admin teams to consolidate administration techniques to better handle access management
- Trained and supervised staff on equipment maintenance and safety procedures.
- Installed, configured and tested equipment on specialized platforms
IT Roadside/Ecommerce Support
Tesla
2020.10 - 2021.09
- Read and followed technical documentation to complete accurate repairs.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed high levels of call flow and responded to technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assigned system permissions and set up computers to assist with onboarding new employees
Education
Bachelor of Science - Software Development (Java Track)
Western Governors University
Salt Lake City, UT05.2026
High School Diploma -
Dexter High School
Dexter, MO05.2014
Skills
- Okta (Workflows, Applications, Groups, Provisioning, Okta Verify)
- Networking (Cisco, Palo Alto)
- Mac OS (Scripting, Python, Administration, Hardware)
- Device Management (Jamf, MDM, Intune, WorkspaceOne)
- Microsoft (Powershell, Administration, Server, Active Directory, Sharepoint, Exchange, Intune, On-Prem AD, Group Policy, Microsoft Configuration Manager (SCCM))
- Cloud Ops (Gsuite Administration, AzureAD, AWS, Google Cloud Console, Slack)
- Virtualization (VMWare)
- Server Management (Storage Spaces, Print Server, NFS)
- Soft Skills (Help Desk Management, Project Management, Team Leading, Training, Troubleshooting, Leadership, Time Management)
- Atlassian (Jira, Confluence, OpsGenie, Cloud, On-Prem)
Certification
- Zendesk Foundational Support
- Google Workspace Admin (Google Skill Boost)
Timeline
IT Studio Support Admin
Epic Games
2024.03 - Current
IT Systems Administrator
U.S. Federal Courts
2023.12 - 2024.03
System Administrator (6-Month Contract)
Epic Games
2023.03 - 2023.09
System Administrator
EXPERLOGIX
2022.08 - 2023.01
IT Service Engineer
Pluralsight
2021.08 - 2022.08
IT Roadside/Ecommerce Support
Tesla
2020.10 - 2021.09
Bachelor of Science - Software Development (Java Track)
Western Governors University
High School Diploma -
Dexter High School
- Zendesk Foundational Support
- Google Workspace Admin (Google Skill Boost)
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