Allen McCracken

Technical Support Specialist

The SoundSide Group

September 2023 - Present

IT Support Technician

Martin Community College

April 2021 - September 2023

• Assisted end-users (both students and employees) with resetting their passwords to the college's services (i.e., Office 365, Moodle LMS, Self-Service, etc.) over different modalities, including: in-person, over the phone, email, and the SignalVine texting platform.
• Troubleshooted hardware/software issues on the end-user devices (i.e., computers, printers, IP phones, etc.) owned by the college.
• Confirmed that I resolved issues by closing tickets through the college's ticketing system (Jira Service Desk).
• Helped maintain the college's Cisco Meraki network equipment and administer the network.
• Helped maintain the college's servers (i.e., Active Directory, BadgePass, Colleague, Email server, SwitchVox PBX, etc.) when the system administrator was either absent or busy.
• Applied Windows 10 Enterprise OS images to the computers on the MCC Martin and Bertie county campuses.
• Backed up employee data before termination to the college's file server.
• Facilitated the livestream of the college's special ceremonies (i.e., graduation) to the college's YouTube channel via OBS Studio, and maintained the college's A/V equipment.

Quality Assurance (QA) Associate

Food Lion

August 2018 - July 2019

• Performed general janitorial activities, such as: mopping the floor, cleaning the bathrooms, and cleaning the glass windows of the freezer doors.
• Helped stock shelves when the primary stockers were either busy or absent.
• Provided exceptional customer service by assisting customers with finding products.

Associate of Applied Science in Information Technology - Systems Security

Martin Community College

Graduated: May 2023

Activities and Societies:

• Alpha Beta Gamma (Kappa Eta Chapter)
• Student Government Association (SGA)

Systems, Networking, and LAN/WAN Management

Cisco Networking Academy

Graduated: May 2022

High School Diploma

North Lincoln High School

Graduated: June 2019

Activities and Societies:

• National Technical Honor Society (NTHS) - North Lincoln High School Chapter

Google Technical Support Fundamentals

Issued by: Google (through Coursera)

Achieved: December 31, 2021

Audio/Video (A/V) Specialist

Lake Norman Lutheran Church

June 2016 - July 2019

• In charge of livestreaming the church service via OBS Studio.
• Responsible for mixing the audio via an Allen & Heath QU-24 digital mixer.
• Responsible for displaying visual cues and song lyrics via the Easy Worship program.

Audio/Video (A/V) Specialist

Maple Grove Christian Church

February 2021 - Present

• Responsible for displaying the visual cues and song lyrics via the MediaShout 6 program.
• Responsible for mixing the microphone and piano audio during worship via an Allen & Heath QU-24 digital mixer.