SUMMARY:
- competitive, engaged, dedicated professional who works hard day in and day out seeking a challenging position with potential for growth and advancement.
PROFESSIONAL EXPERIENCE:
Service Desk Technician Tier II
Confidential, Washington, DC
- Assist in end user complications with Blackberry’s, Laptops, and Desktops
- Distribute Blackberry’s/iPhones for incoming employees
- Use ServiceNow on a daily basis
- Utilize the BES 5 & 12 servers
- Utilize AirWatch to manage configurations on iPhones
- Facilitate walk in customers for problems with iPhone’s, Blackberry’s, Laptops, or any general questions that they may have
- Troubleshoot over the phone with customers/IT specialists
Sales Representative
Confidential
- Represented the Verizon Fios campaign at Walmart’s across Maryland
- Gained basic sales strategies and practices
- Worked in a team oriented environment
IT Helpdesk Technician
Confidential
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Responded to queries either in person or over the phone
- Diagnosed, troubleshot and resolved a range of software, hardware and connectivity issues
- Set up video conferences with LifeSize and Crestron boxes
- Partnered with Tier II and Tier III help desk peers to resolve complex problems that required escalation
- Worked well under pressure to assist and resolve “VIP’s” (President, Vice President, and Directors) matters in an effective and timely
- Installed and configured Cisco phones on a daily basis for voice and voicemail - managed w/ Cisco Call Manager/Unity.
- Excelled in customer service satisfaction surveys
- Guide customer through problem-solving process verbally in person and over the phone, or via email
- Install, modify, and repair computer hardware/software as well as PC peripherals
- Respond to queries and use ServiceNow to run reports
- Manage inventory within ServiceNow for MiFi’s, Blackberry’s, and iPhone’s
- Adapted to three different ticketing systems within one year (ITSM, ServiceNow 1.0, and EAMS (Merger of the ITSM and ServiceNow 1.0)
- Resolve VIP situations in a timely manner (SLA)
Information Technology Intern
Confidential
- Respond to Help Desk service requests to ensure courteous, timely, and effective resolution Assist in resolving customer and vendor issues
- Walk Customer through problem solving process via phone or in person
- Maintain asset and configuration management database of corporate laptop/desktop computers, phones, and associated software
- Provide additional hands-on support for the following desktop platforms: laptop and desktop computer hardware, software, and peripherals; desk phones (Cisco IP phones) and smartphones (Apple and Android devices); desktop and network printers
Helpdesk Specialist
Confidential
- On call troubleshooting for printers and desktop computers (Windows)
- Hands on support for printers and windows computers
- Support for Alamode specialized software
- Installed, modified, and repaired computer hardware and software as well as PC peripherals
Confidential
Outback Steakhouse
- Deliver a great dining experience in a family oriented environment
- Mastered how to manage myself in pressured situation
