PROFESSIONAL SUMMARY:

I currently hold the degrees of Bachelor of Science in Computer Information Systems and Masters in Organizational Development and Leadership with a concentration in Management Information Systems. I am a very dedicated, reliable employee and maintain a strong work ethic. I have experience using multiple systems, and several Microsoft and Windows applications and SharePoint. To obtain a position that will enable me to expand my knowledge and experience is ideal. I am willing to challenge myself to learn, and to better serve my organization.

TECHNICAL SKILLS:

Operating Systems/Database: Windows 10, 8, 8.1, 7, Vista, XP | Mac OS X (Tiger, Leopard, Mavericks, Yosemite, El Capitan), Linux/Unix | iOS, Android | SQL Database Systems

Software/Network: Active Directory, Adobe Photoshop CS5&6, Microsoft Office Suite 2010, 2013, 365 (Project, Visual Basic Studio, InfoPath, SharePoint Designer 2010/2013, Visio, OneNote), Eclipse, HTML, CSS, Java, JavaScript, LogMeIn Rescue, TeamViewer, MS Remote Desktop/Assistance, Malwarebytes, TrackIt, Kaspersky, Webroot, MacAfee, CCleaner, School Dude Ticketing System, Remedy Ticketing System, SAP Software Solutions, Check Point EndPoint Security

Hardware: Dell, HP, Lenovo, MacBook, Xerox printers, Android, iPhone, Blackberry, ASUS, Netgear Apple, Belkin, Motorola, Linksys

PROFESSIONAL EXPERIENCE:

Service Desk Agent/E - Support

Confidential, Windsor Mill, MD

Responsibilities:

• Provided technical support for first call resolution of 500+ reported issues weekly via telephone, email, and remote desktop control on standard Windows 7 and 10 desktop applications.
• Supported 12,000+ internal/external users requiring assistance with operating systems and software packages, including many internal/proprietary systems and applications
• Used Remedy ticketing system to log, track and manage Incidents and Service Requests.
• Administered and supported remote access (Check Point Endpoint Security VPN).
• Provided mobile support for Blackberry’s, iPhone’s and Android devices.
• Performed password administration and access support for Active Directory and a number of internal/proprietary systems and applications.
• Organized, trained and maintained knowledgebase for new and current employees using SharePoint and Microsoft OneNote.

Grraduate Assistant: Tier II Tech

Confidential, Shippensburg, PA

Responsibilities:

• Provided technical support to over 350 faculty members and over 7,100 students for their technology related upgrades, tasks and issues and overseer to 10 student workers who assisted with these issues.
• Responded to classroom emergency situations on campus for faculty members.
• Resolved issues that were logging into the TrackIT ticketing system.
• Imaged and reimaged PC’s with Windows 7, Windows 8, Windows 10 and Mac iOS 10 image using Systems Center Configuration Manager.
• Managed staff and student user accounts by assisting with password resets using Active Directory, support for Outlook 2010/2013 and Windows 7, Windows 8, Windows 10, Mac iOS, Android, and iOS 9/10.

SharePoint Developer Intern

Confidential, Hagerstown, MD

Responsibilities:

• Redeveloped the department homepage in Microsoft SharePoint and performed routine maintenance.
• Created automatic workflows using SharePoint Designer assuring efficiency and ease of usage for employees.
• Designed forms in Microsoft InfoPath for technical support ticketing system, electronic signatures and to capture employee information and progress.
• Completed project deliverables and milestones while reporting the progress of each assigned project in a SharePoint list.
• Designed web components using HTML, CSS, Publisher, Photoshop, and InDesign adhering to guidelines and policies.

Building Helpdesk

Confidential, St, Chambersburg, PA

Responsibilities:

• Provided technology support for Windows 7 and Outlook 2010 and served as the building contact for over 100 faculty members and over 300 students at Chambersburg Area Middle School.
• Managed and scheduled the computer labs and assisted teachers and students with the use of the labs.
• Performed routine troubleshooting and basic maintenance on the computers, iPads and printers throughout the building.
• Managed staff and student user accounts by assisting with account setups, password resets and disabling user accounts on the district database and Active Directory.
• Resolved low to medium complexity issues that were logged into School Dude ticketing system and performed SQL queries to represent needed information for tickets in the queue.

Store Support Specialist

Confidential, Enon, OH

Responsibilities:

• Provided technical support to over 2,800 Confidential locations.
• Responded to all non-emergency and emergency situations at stores related to the point of sale system and maintenance repairs. Calls were logged into Remedy ticketing system and were resolved or escalated to higher management for further review.
• Remotely connected to the store computer or point of sale using remote support software called Dameware and Radviewer in order to troubleshoot, diagnose and plan a course of action to determine and implement the best possible resolution for the store Point of Sale system, Windows 7 computers and Credit/Debit server.
• Provided troubleshooting for Bluecube web based application and all other equipment that were on the stores network.

Geek Squad Double Covert Agent

Confidential, Fairborn, OH

Responsibilities:

• Made advanced repairs on computer units using certified diagnostic tools, standalone virus removal tools, and optimization tool.
• Facilitated solution of sales, upgrades, installations and service in home and remotely using LogMeIn Rescue remote software.
• Maintained skills required to perform basic consumer electronic integration work and specialized advanced computing repairs by completing certification training and eLearning videos.
• Performed router and sever configurations for home and business networks.