SKILLS & EXPERTISE:

• Cyber - Security
• Project Confidential
• Computer JAVA Programming
• Social Media/Networking, Blogging
• Microsoft Active Directory
• Microsoft SharePoint
• Computer Graphic Design/Video Editing (Adobe Photoshop, Premiere)
• Perfectly Bilingual: fully fluent in English and French (Read, Write, Speak)
• Computer Networking, Business Telecommunications and Network Administration
• Website Development & Design and Web 2.0 Programming (HTML5, CSS, JavaScript)
• Microsoft Office Suite 2016, 365 (Word, Excel, Powerpoint, Outlook…)
• Windows Operating Systems (XP, 7, 8, 10)
• Ticketing System (Easy IT, ServiceNow)
• Computer Systems, Hardware, Peripherals, Software (Installation, Maintenance, Troubleshooting)
• Computers Building, Setup, Configuration, Maintenance, Technical Support, Repairs & Upgrades

PROFESSIONAL EXPERIENCE:

IT Systems Support Analyst - Service Desk

Confidential, Atlanta, GA

Responsibilities:

• Providing phone, email and remote support for internal users and employees of ISI, located nationwide.
• Ensuring all incidents and support tickets are logged in ZenDesk (ITSM ticketing system) and updated promptly.
• Monitoring phone and email queue constantly to ensure a prompt follow up and resolution of customers' reported issues.
• Providing exceptional customer service, communication, troubleshooting and IT technical support in a fast-paced Service Desk environment via phone, email, and remote access tools.
• Using programs and tools such as Active Directory, ZenDesk, SalesForce, Microsoft Windows 10 PRO, Office 365, etc.

IT Service Desk Analyst

Confidential, Atlanta, GA

Responsibilities:

• Providing phone, email and remote support for Confidential and Okta account issues for current and former Confidential employees.
• Ensuring all incidents and requests are logged in ServiceNow (ITSM ticketing system) and updated promptly.
• Monitoring phone and email queue constantly to ensure a prompt follow up and resolution of customers' reported issues.
• Providing exceptional customer service, communication, troubleshooting and IT technical support in a fast-paced Service Desk environment via phone, email, and remote access tools.
• Using programs & tools such as Active Directory, Okta, ServiceNow, LANdesk, Microsoft Windows 7, Office 2016, etc.

Information Technology Professional / Technical Consultant

Confidential, Atlanta, GA

Responsibilities:

• Worked and collaborated on a diversity of IT and technical team projects for various Robert Half Technology clients, including

Confidential

IT Desktop Support Analyst

Responsibilities:

• Set up, configured, updated and maintained workstations, desktop and laptop computers, routers and switches, monitors, printers and other peripherals.
• Provided on-site tier 2 and 3 support for over 300 users and workstations, including troubleshooting technical issues with hardware/OS/printers/peripherals/software applications/browsers as well as Internet connectivity issues.

Confidential

IT Service Desk Analyst

Responsibilities:

• On-site tier 2 and 3 support for Confidential ’s internal users working in the office and on the production floor; provided timely resolution in a fast-paced business environment with time-sensitive requirements and tight deadlines.
• Setting up new user accounts in Active Directory and Office 365, assisting with password resets and other issues.
• Responsible for deploying, installing, setting up and configuring workstations for new employees.
• Created documentation for processes and contributed articles to the IT Department’s knowledge base.

Confidential

IT Desktop Support Technician

Responsibilities:

• Installed, configured, updated and maintained testing centers, routers and 200+ laptops used for standardized testing (for students without access to a computer.)
• Provided on-site tier 2 and 3 support for over 180 users and 200+ machines, including troubleshooting technical issues with hardware/OS/peripherals/printers/software applications/browsers as well as Internet connectivity issues.

Confidential

Network Operations Center Technician

Responsibilities:

• Gained experience working with servers and hardware as a Confidential Technician at Confidential Data Centers and Network Services.
• Relocated servers and related hardware between locations.
• Kept track of hardware, cabling and parts inventory during the move.

Information Technology Consultant / Telecommunications Specialist

Confidential

Responsibilities:

• Special presentation of Nationwide V-SAT Network project to His Excellency The Minister of Transportation, Post and Telecommunications of Equatorial Guinea, and Ministry Staff.
• Special presentation of the Educational V-SAT program to Her Excellency The Minister of Education and Science of Equatorial Guinea, and Ministry Staff.

Retail Sales Leader / In-Store Technician

Confidential, Atlanta, GA

Responsibilities:

• Proactively acted as first point of contact by greeting and welcoming customers with a smile.
• Assessed customers’ needs and recommended adequate solutions; assisted customers in selecting the right products.
• Prepared sales contracts and processed transactions; managed the register in accordance with POS guidelines.
• Handled cash, checks, and credit card transactions.
• Provided tier 1 and 2 technical support for customers’ mobile devices (cell phones, tablets and others)
• Attended weekly sales meetings and constantly exceeded periodic sales goals; focused on new customers acquisition, existing customers retention and providing exceptional customer service.

Business Analyst / Financial Operations

Confidential, Marietta, GA

Responsibilities:

• Reviewed and analyzed statements for accuracy, bookkeeping; directed the work of the payroll/financial assistant
• Researched and prepared financial reports/analyses to summarize current and projected company financial information
• Anticipated operational problems and recommended solutions; identified opportunities and areas for possible extensions
• Assisted with long and short range strategic planning (target setting, budgeting, forecasting, analysis, and financial planning)
• Successfully completed Technical Support Training for clients such as MICROSOFT, IBM, LENOVO and TOSHIBA.
• Provided strong customer service, technical support, troubleshooting and resolution of customers’ issues in a Help Desk environment.