SUMMARY:

To secure a computer networking position within a company that will utilize my skill set and opportunities for advancement, as well as the ability to work well with others to benefit the organization and it community partners.

SKILLS:

Adobe, TCP/IP, MS Office (Excel, Word, Outlook), VISIO, HTML, LAN/WAN, Java, JavaScript, SQL, FTP, Linux, Windows Vista/XP/Windows 7

EXPERIENCE:

Confidential, Richmond, VA

Help Desk Analyst

Responsibilities:

• Provide high - level administrative duties including scheduling and tracking resources.
• Analyzes problems and provides information/solutions.
• Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
• Provide technical phone support to Confidential Blue Cross Blue Shield Members: password resets, email issues, & general problem-solving with various software programs
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Researches and analyzes data to address operational challenges and customer service issues.
• Provides external and internal customers with requested information.
• Uses computerized systems for tracking, information gathering and troubleshooting.
• OS troubleshooting (Windows 7 & Mac OS)
• Responsible for answering customers calls (50 -70 per day)

Confidential, Richmond, VA

Technical Support Specialist

Responsibilities:

• Track incoming/outgoing correspondence via PAC2000 (Remedy) workflow system; used also to escalate issues to other departments within Technology Services
• Provide technical phone & desktop support to Confidential advisors & staff to include: password resets, email issues, & general problem-solving with various software programs
• Network connectivity issues (network drive mapping, printer mapping, driver updates, etc.)
• Malware, Virus & Adware removal
• OS troubleshooting (XP, Vista, Windows 7 & Mac OS)
• After hours market hours support (addressing PC/Mac connectivity, Blackberry, media cabinet & LCD projector issues via phone)
• Hardware & Software installation
• Application support (i.e., Microsoft Office (MS), Smartstation, Uniphi, etc.)
• Responsible for Key Performance Indicators such as Hold, Talk Time, Schedule Adherence