SUMMARY:

• To obtain a position in which I can utilize my customer service and technical skills in all types of environments.
• I’m highly self - motivated and possess exceptional interpersonal, written, and oral communication skills.
• In addition, I also possess the ability to perform multiple tasks in high stress, fast-paced settings.
• I can work independently or as a team player in areas needed for problem solving

TECHNICAL SKILLS:

Operation Systems: Windows 98, 2000, XP, 2007, 2008, 2010 and Mac

Software Applications: MS Office 2003, 2007, 2010, 2013, 2016 Lotus Notes 7 Dart, Software Portal, Altris, Remedy 7.5, CRM, Active Directory, Blitz Doc, Symposium Display, Console One, Novel Services, Citrix, Java, Photoshop CS2, CS5, Maximo, 360

Hardware: Desktops, Laptops, Docking stations, Dual Monitors, HP Laser Jet printers, and Nortel Transferring Telephones, VPN, VDI

OTHER SKILLS: Data entry, Customer Service, Leadership, Telemarketing, Retail Sales

EMPLOYMENT:

Confidential

Desktop Support

Responsibilities:

• Respond to IT support requests from clients as related to hardware and software issues via multiple sources, such as phone calls, emails, and referred tickets
• Enter call data into the ticket tracking system, Interact with clients in a courteous and professional manner
• Communicate updates on issues in a timely manner to ensure client satisfaction and productivity
• Provide on-the-spot training to clients
• Configure and install computer equipment, peripheral equipment, and other personal computing devices
• Troubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guides
• Seek technical assistance or escalate problem, when necessary
• Implement predetermined software or hardware changes to rectify any issues
• Ensure compliance with IT policies, data consistency, as well as inventory management and reporting
• Maintain an accurate inventory of all IT equipment and software
• Act as department's hardware and software asset custodian and ensure equipment and licensed software are tracked and maintained in line with current policies and procedures
• Participate in project implementation and deployment efforts with team members, clients, and other IT groups
• Coordinate plans and schedules of installations and deployments and ensure deployments meet client expectations
• Setup video-conference, audio-visual equipment, and other electronic devices for events
• Provide basic mobility support on iOS and Android smartphones and tablets
• Perform Active Directory related functions, as appropriate, under the local IT access rights (e.g. create and update access permissions)
• Work with basic infrastructure products and basic networking products
• Provide maintenance and support for basic client products, peripherals, and network
• Ensure that information and systems are protected in a manner consistent with information security policy, procedures, and standards

Confidential

Desktop Support/ Consolation Agent

Responsibilities:

• Maintain, repair, diagnosing or repairing PCs, consumer electronics and service products aligning with customers definition of fix
• Work with the sales team, explaining services and technology to help them achieve business goals.
• Quickly and accurately diagnose technology issues and create robust solutions as needed.
• Identify and take advantage of opportunities to improve the process of assessing, testing and performing store and customer repairs
• Help other employees understand how to successfully use the range of Geek Squad resources in solving customer needs to ensure no customer is ever left unserved or underserved.
• Troubleshooting of Operating Systems and Internet connection issues
• Knowledge of computer hardware diagnostic and troubleshooting
• Software installations and upgrading
• Can install / troubleshoot all computer - related devices (video, sound, modem, printer, scanner, camera, etcetera.)
• Have the ability to research online and work through problems
• Provides the initial contact with customers, checks in product, and runs basic tests to determine product needs and service

Confidential

Helpdesk Technician

Responsibilities:

• Tier I level support of system products and services
• Operating system functionality
• Software installation and troubleshooting
• VoIP configuration and support
• E-mail configuration and support
• Mobile Device Management
• Disaster Recovery
• Malware/virus detection and removal
• Workstation and peripheral diagnostics and support
• Single user network access and troubleshooting
• Escalate customer issues through the proper channels.
• Open and manage cases according to defined severities and case priorities
• Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
• Keep open communication on all issues until resolved or turned over to another resource.
• Be held accountable for measurable objectives including average talk time, first call resolution, interactions worked among others.

Confidential

Technical Recruiter Analyst

Responsibilities:

• Source, screen, interview, and evaluate candidates
• Establishes recruiting requirements by studying organization plans and objectives; meeting with managers to discuss needs.
• Determines applicant requirements by studying job description and job qualifications. Attracts applicants by placing job advertisements; contacting recruiters, using newsgroups and job sites.
• Determines applicant qualifications by interviewing applicants; analyzing responses; verifying references; comparing qualifications to job requirements.
• Evaluates applicants by discussing job requirements and applicant qualifications with managers; interviewing applicants on consistent set of qualifications...
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Primary phone coverage (first to answer all incoming calls)
• Filing of materials in general files area
• Perform other duties as assigned
• Assist in the maintenance and daily update of customer files, including contact information, sales activities and inquiries.

Confidential

Desk side Support/ Helpdesk Assistant

Responsibilities:

• Assisted owner with Microsoft Word documents, customer calls, e-mails, text messages, Twitter, and Face book inquiries.
• Responsible for editing and downloading videos and pod casts regarding owner’s business information to You Tube.
• Responsible for creating graphic designs for owner’s advertisement banners, stationary, business, and post cards.
• Responsible for repairs and maintenance of owner’s personal desktop and laptop computers.
• Responsible for configuring network connections.
• Install and set up the owner’s hardware and software.
• Responsible for maintaining internet connection
• Responsible for providing courteous customer service while assisting customers with their “Beauty on the Go” needs, questions, or concerns
• Responsible for various daily errands, i.e. postal, banking, light house cleaning and storage organizing.

Confidential

Help Desk Support

Responsibilities:

• Provided excellent customer service and first-level technical support to Industry Contractors, DoD & Non-DoD Civilians, and all branches of Military personnel in regards to Confidential ’s distance and continuous learning courses, via phone, e-mail, chat, and/or walk-in services.
• Politely responded to student’s technical difficulties with hardware, software, and the network, by conveying a resolution either by troubleshooting it at first contact or escalating it to the next level of support.
• Managed proper computer operations; such as, but not limited to issuing, resetting, and unlocking 60-150 student’s user accounts and passwords daily.
• Responded to 40-80 emails a day; assisting students with course information, password resets, troubleshooting internet issues, error messages, and learning modules.
• Responsible for unblocking Common Accesses Cards (CAC) and installing security certificates for students who could not access Confidential courses.
• Responsible for reactivating student’s user’s accounts.
• Responsible for extending and/or dropping student’s courses.
• Performed routine administrative functions; such as looking up archived accounts for about 50-100 students a day.
• Performed other related duties as assigned, for the purpose of ensuring the efficient and effective functioning of the university.

Confidential

Help Desk Support Intern

Responsibilities:

• Managed proper computer operations; such as, but not limited to issuing, resetting, and unlocking users’ LAN, VPN, and Lotus Notes passwords to ensure employees accomplished day to day business tasks.
• Responsible for the installation of Microsoft Office, Adobe, and Confidential based applications to Windows 98, 2000, and XP Operating Systems.
• Responsible for troubleshooting and resolving computer hardware, software, and network issues.
• Utilized Remedy 7.5 ticketing software to receive, prioritize, and document open and closed trouble ticket requests.
• Responsible for Reset Lotus notes passwords for about 40 to 60 users a day.
• Assisted all Confidential users with all Tier 1 to Tier 2 Support
• Located servers and installed proper cluster to users’ drives.
• Mapped users’ to network printers.
• Utilized the active directory to look up users’ profiles.
• Provided technical support for Confidential home front websites.
• Identified technical disconnects and recommended changes and/or solutions.