PROFESSIONAL OBJECTIVE:

Seeking challenging opportunity to apply skills and experience in Technical Services: Technical Support/Helpdesk, Technical/Software Trainer, Jr. Network Engineer.

SUMMARY:

Solutions oriented IT professional with a B.A. in Business Management and an Confidential . in Computer Networking with a verifiable record of outstanding performance. Established reputation for reliability, hard work, commitment, teamwork, user relations, troubleshooting, and problem resolution.

PROFESSIONAL STRENGTHS:

• Ability to create training materials and have strong technology background
• Ability to work comfortably in classroom and one - to-one training environments
• Maintain good relationships with students
• Ability to work independently or as a team member
• Ability to generate clear and precise comments on presentation, readability and reusability of code
• Possess positive attitude and ability to meet customer requirements
• Strong organizational and preparation skills

TECHNICAL SKILLS:

Desktop Software: MS Office Suite - Word, Access, Excel, PowerPoint, Outlook; Visio

Operating Systems: MS Server 2000/2003/2008 ; MS Windows 2000/XP/Vista/7; NT 4.0

Computer Manufacturers: Dell, HP

Bowling Center Enterprise Management Software: Boss, QUBICA (proprietary)

POS Software: Micro$ale, Air Force 1876, QuCad, QTouch

Networks: LAN/WAN, Wireless

Networking Software: Cisco, VPN, PC Anywhere, VNC, GoToMyPC, Team Viewer

Network Tools: Cisco Configurations, VoIP, Fluke 4000

Telecommunications Software: Cisco Hi-Path

Enterprise Security Software: Sonic, Pix, BlackIce, Kaspersky, McAfee, Norton

Enterprise Security Hardware: Cisco, Firewall, Sonic Firewall

Network Administration Software: MS Active Directory Classroom training, MS Exchange Server -classroom training

Help Desk Ticketing Software: Applix, MS CRM

Customer Relationship Management Software: MS CRM

System Administration: POS Systems, Air Force 1876, QuCad, QTouch

Network Design and Installation: IEEE LAN/WAN WLAN Standards, Fiber Optics, CAT 5E

EXPERIENCE HIGHLIGHTS:

Confidential, Mechanicsville, VA

Technical Support Specialist

Responsibilities:

• Offer step-by-step solutions to customers with hardware and software issues
• Handle customers with utmost respect while addressing their problems in their cubicles and personal offices.
• Maintain contact with the Client while the work is being handled, and conduct a ‘POST-Correction’ call to ensure that the client is pleased and satisfied.
• Maintain detailed records of issues - both when the problem is reported and after a resolution has been achieved
• Responsible for quick diagnostics and IT repair.
• Delegate incoming requests for service to various help desk and desktop support (Tier I, Tier II, and Tier III) personnel
• Handle all incoming calls from Customers with grace, patience and professionalism relating to desktops and laptops, printers and networking.
• Help incoming callers with problems relating to Microsoft word, EXCEL, PowerPoint,
• Work with customers to repair PC, laptop, and peripheral equipment by isolating faulty subassemblies and perform subassembly replacement.
• Worked extensively with Windows 7 computers and software
• Responsible for taking care of issue logs in the defect
• Compose pamphlets for end-users, detailing step-by-step troubleshooting instructions for common hardware and software problems
• Maintain software quality by conducting routing system inspections and performing patch management as necessary
• Worked on devices such as desktop, tablet, and other mobile devices
• Responsible for taking care of networking issues, privileges, passwords and access levels
• Resolve issues relating to password, and re-setting login IDs, etc.
• Helping clients with Network connectivity problems.
• Using a TICKET TRACKER system for ticket tracking
• Selected to manage numerous special projects (over more tenured and experienced peers) due to established record for exceeding expectations, technical knowledge, attention to detail, and interpersonal skills.
• Established reputation as a highly effective troubleshooter and team player.

Confidential, Richmond, VA

Item Processor

Responsibilities:

• Coached and trained new hires on operating practices and procedures.
• Recognized for flexibility and eagerness in taking on additional responsibilities and shifts.

Confidential, Glen Allen, VA

Computer Technician

Responsibilities:

• Designed, installed, and provided on-call support for a large volume of backbone data infrastructures, i.e., CAT 5/5E/Fiber Optic cabling and computer closets (switches & routers) for 2 major clients.
• Troubleshot and repaired network connection issues, i.e., broken jacks, break tracing, etc. using Fluke 4000 diagnostic equipment.
• Consistently earned performance bonuses for both quality and quantity of work completed.
• Successfully completed all assigned projects by established deadlines.