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Publishing Support Specialist Resume

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Crystal City, VA

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TECHNICAL SKILLS:

Operating Systems: Mac iOS, Windows 8, Windows 7 & Windows XP

Software Applications: MS Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word); Salesforce, Remedy, Banner, Norton; installing drivers

Hardware: HP desktops & laptops; Dell desktops & laptops; MacBook and MacBook pro laptops; Lenovo ThinkPad laptops; hardware; general networking and cabling experience

PROFESSIONAL EXPERIENCE:

Confidential, Crystal City, VA

Publishing Support Specialist

Responsibilities:

  • Assisted callers with publishing stories and articles on the BNA website
  • Provided users assistance with unlocking files, moving files from one location to another & other support needs
  • Completed approximately 5 - 10 web tickets per day via phone, email and through web tickets known as Jira tickets

Confidential, Largo, MD

Tier 1 Help Desk representative

Responsibilities:

  • Provided students and faculty members with quality assistance dealing with technical issues in their online classes and UMUC accounts
  • Completed an estimate of 15 case tickets or more a day
  • Assisted students and faculty members via email with case issues such as logging in to accounts, having access to certain portals and other technical related issues

Confidential, Arlington, VA

Member Support

Responsibilities:

  • Resolved an estimate of 50 PDF tickets per day
  • Re generated 50 to 100 PDF files on average per day
  • Communicated via email with parents, teachers and other users to help resolve all issues that were reported

Confidential, Washington, DC

HP Representative

Responsibilities:

  • Assisted customers with computer and printer needs dealing with HP
  • Sat up store aisles so that they are organized and ready for demonstrations
  • Completed online and in store training with other HP representatives and store associates

Confidential, Washington, DC

Desktop Technician

Responsibilities:

  • Packed and unpacked approximately 15 computers and computer parts per day
  • Installed and plugged in approximately 15 PC and Macintosh computers daily
  • Mapped an estimate of 10 computers to local and network printers per day

Confidential, Arlington, VA

Sales Associate

Responsibilities:

  • Greeted and assisted customers with any questions that they had about our products, devices and any upcoming events that our store has and also assisted with any purchases they wanted to make
  • Completed approximately 5 eLearning assignments per week for training purposes
  • Hosted and assisted workshops in the theater area of the store for groups of 10 - 15 people on average that dealt with software, personal trainings and gaming tournaments

Confidential, Ashburn, VA

Division of Information Technology Intern

Responsibilities:

  • Performed incident management and problem management activities for GW faculty, staff and students, resolved at least 50 incident reports and service requests weekly using BMC Remedy solution
  • Provided members of the GWU community with tier one technical support and diagnosis appropriately escalating issues to tier two specialists when necessary
  • Supported the GW IT team by processing off-line activities like responding to requests for assistance via voicemail, email, and Web tickets.

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