SUMMARY:

To seek an entry - level position as a Network Systems Administrator, where I can utilize my IT knowledge and skills. While maintaining customer loyalty by treating customers with empathy and professionalism, resolving issues to the satisfaction of the customer and the company with the focus on core values.

TECHNICAL SKILLS:

• Windows 2007, 2008 and 2010
• VMware
• SQL 2008
• Visual Basic
• Linux
• Install, configure and troubleshoot PC’s
• Laptops
• Wireless Cards
• USB Adapters
• Video Cards
• Hard Drives
• Firewalls
• System Reimaging
• Subnet Masking
• IP Addressing
• LAN
• WAN
• TCP/IP Protocols
• Microsoft Suite 2016 Word, Excel, PowerPoint, Access, Outlook Lync, Exchange Management Office 365
• Cisco Packet Tracer
• Ten years Customer Service call center experience
• Management
• Retail Operations Management
• Sales Improvement
• Trainer
• Strong written and oral communication skills
• Strong ability to patiently assist customers with diagnosis and problem resolution

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Analyst

Responsibilities:

• Assisted Shareholders and Participants with account access
• Reset username and passwords for shareholders and Participants
• Prepared technical tickets using Service Now ticketing system
• Utilized and troubleshoot entire Microsoft Suite and Office 365 Instructed Shareholders and Participants to access account information on Smartphones, Tablets, and personal laptops and desktops

Confidential

Client Support Specialist/Helpdesk Analyst

Responsibilities:

• Assisting users with password reset Troubleshoot the Microsoft Suite 2016 Office 365 Create Help Desk (HEAT Ticketing System) Resolved technical issued remotely
• Troubleshoot VM Citrix NetScaler and Kronos
• Install software Diagnose and Solve technical problems

Confidential, Columbia, MD

IT Provisioning Specialist

Responsibilities:

• Performed operations through Remedy Ticketing System Ability to respond to requests for technical assistance via the phone and Microsoft LyncOutlook Ability to advise users of step-by-step process to resolve the purpose of call Ability to diagnose and resolve technical hardware and software issues
• Ability to research thoroughly with available resources to assist new users Use tools to remotely access end user systems and perform corrective actions to resolve the user’s problems (Windows Remote Assistance, SCCM) Web based remote connectivity program (gotoassist
• Create user profiles in Active Directory Map network drives for users Manage accounts in Microsoft Exchange Server Set up Outlook, Lync, and Desktop for new users
• Ability to prepare activity reports, track/log/route problems, issues, requests and document resolutions
• Ability to run jobs from the command prompt Ability to check LAN connection
• Ability to create emails and change email addresses for new and old users and reset passwords
• Troubleshooting with remote access and resolve printer problems Respond to voicemails, emails, and live chats for resolution and create trouble tickets

Confidential, Owings Mills, MD

IT Office Assistant

Responsibilities:

• Communicate detailed description of user needs, program functions, and steps required to develop or modify computer program.
• May direct and coordinate work of others to develop, test, install, and modify programs.
• Upgrades system and correct errors to maintain system after implementation.

Confidential, Fulton

Customer Service Representative

Responsibilities:

• Educated members on Health Care Reform and explained health plan coverage to members and prospective members
• Explained in detail, deductible and copay health plans to members and prospective members
• Assisted members with navigation and technical support with online account
• Prepared grievances and complaints for manager review

Confidential, White Marsh, MD

Customer Service Representative

Responsibilities:

• Sold new internet plans, cable plans, and phone plans and accepted payments for established customers
• Consulted with escalated customers to retain service
• Accepted returns and exchanged equipment explaining the features of the new equipment
• Ordered inventory and created reports using Microsoft Excel

Confidential, Owings Mills, MD

Customer Service Representative

Responsibilities:

• Assisted clients with menu purchases and acquired sales
• Responded to emails and assisted with live chat with clients
• Managed call volume in this high paced inbound call center

Confidential, Elkridge, MD

Customer Service

Responsibilities:

• Assisted customers with delivery inquires as well as inbound and outbound calling
• Verified purchase and address information for delivery
• Notified customers of the delivery operations that would take place during delivery time and date
• Scheduling customers for preferred delivery times and dates

Confidential, Nottingham, MD

Customer Service

Responsibilities:

• Directed customers with assembly, store location, and stock inquiries
• Assisted customers with kitchen designs and selecting the correct kitchen plans
• Sold cabinets and appliances online and over the phone
• Orchestrated online customer service resolution cases
• Determined compensation status for escalations

Confidential, Owings Mills, MD

Customer Service/Sales Representative

Responsibilities:

• Inbound and outbound sales
• Introduced alternative pest control plans to future customers
• Established the best control plan for client’s household
• Commissioned based top seller