SUMMARY:

• A recent college graduate and new computer technician with value - added experience in web development, UX, Tier 1 support, and data cleaning.
• Demonstrated operational ability to troubleshoot and problem solve hardware and software issues.
• A team player who champions strong ideas, ensuring the highest level of quality, and working on cross functional teams to drive operational excellence.
• Superior organizational, communication, interpersonal, and analytical skills with strong drive to improve existing processes that impact efficiency and customer satisfaction.
• Ability to properly analyze complicated scenarios and solve problems of substantial complexity.
• Routinely think outside the box to accept and resolve service tickets, maintain computer hardware and software, and perform technical and system diagnostics.

TECHNICAL SKILLS:

Technologies: HTML; C+; Python; LAN/WAN; Active Directory; Windows 7-10; Router Configuration; Sub netting; IP Addressing; Audacity/Unity; 3DS Max; Password Resets; QA Testing; Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); Beaver Builder; Game Design

AREAS OF EXPERTISE:

• Hardware & Software Support
• Operation Monitoring
• Project Coordination
• Web Development & Design
• Software Release Support
• Customer Relations
• Continuous Improvement
• Quality
• Creative Problem Solver
• User Experience
• Helpdesk
• Technical Troubleshooting
• Systems & Procedures
• Microsoft Office Suite
• Data Cleaning

PROFESSIONAL EXPERIENCE:

Confidential, Owings Mills, MD

Business Data Processor

Responsibilities:

• Worked in Service Now to prepare company for upcoming audit. Using information given to us by the companies own file storage as well as through online research, we processed all the incoming data to allow for the company to have a thorough criteria through which to determine if any of their product licenses were in breach of any held contracts.
• Helped in prevention of audit by maintaining record of held licenses to used licenses
• Assured product codes between Service Now and Confidential were accurate to expected outcomes
• Processed additional information through EULA analysis to enter into Service Now

Confidential, San Antonio, TX

WEB DEVELOPMENT INTERN

Responsibilities:

• Remotely collaborated with Senior Web Developers to create stunning websites/templates for various clients, including producing and editing graphics; making updates, modifications, and enhancements; style manipulations, HTML additions; troubleshooting of problematic output; and cross-browser testing and copy changes.
• Reviewed, prepped, and coded interactive designs/layouts for websites and microsites.
• Adhered to best practices in order to create efficient code from the standpoints of structure, performance, scalability, SEO, and design.
• Worked with both designers and developers to suggest improvements and optimize assets to increase the quality of production and ensure that standards were met
• Revised and built client websites using WordPress and other web design software.
• Maintained accurate scheduling and met objectives for simultaneous projects.
• Counseled customers regarding maintenance of diverse software systems.
• Worked collaboratively with analysts, designers, and staff.
• Designed webpages and worked with customers and other developers to assure customer satisfaction.

Confidential, Owings Mills, MD

USER EXPERIENCE INTERN

Responsibilities:

• Supported Network Operations Center with as the Tier 1 responder to identify, troubleshoot, analyze, and resolve network, system, and supporting software related issues.
• Managed incoming calls and emails and created trouble tickets on issues pertaining to network and system issues.
• Provided courteous and professional real-time customer service to staff by utilizing active listening skills during phone contact.
• Escalated issues appropriately to the technology team after visualizing technical problems from verbal descriptions.
• Responsible for data cleansing and integrity to facilitate a smooth transition to a new office environment.
• Supported projects for the overall improvements of the release process related to software/tools evaluation, software testing, and environment setup.
• Worked with cross-functional leaders, including business analysts, developers, and project team members to ensure releases were properly tested and defects were resolved.
• Participated in weekly conferences and meetings with other branches around the world.
• Executed project to move and cleanse data two weeks ahead of schedule.

Confidential, Baltimore, MD

AUDIO VISUAL ASSISTANT

Responsibilities:

• Oversaw the set up and operation of audio visual systems to flawlessly execute events through accurate and timely setup, operation, and breakdown of basic audio visual equipment.
• Met with guests on site to ensure that their needs were met and the equipment setup was working properly.
• Taped down and dressed all loose wire and cable, and assisted and instructed guests regarding proper usage and operation of AV equipment.
• Troubleshot microphones, amplification of sound, audio recording, video recording, and podcasting equipment.
• Prepared video tapes for recording and audio editing.
• Ensured video and audio accurately recorded visuals and sound.

Confidential, Baltimore, MD

PC SUPPORT ASSISTANT

Responsibilities:

• Provided first line technical support to end users on technical issues and problems relating to hardware, software and peripherals.
• Resolved service desk issues including troubleshooting hardware and software issues and performing user administration duties.
• Installed PCs, monitors, network printers, associated IT equipment, Microsoft software, and other 3rd party applications.
• Maintained an adequate level of knowledge of operating system and application software being used to provide high-level support to users.
• Assisted with password resets for employees, performed workstation-related setups, and contributed to problem resolution via email or over the phone, including providing to end users.
• Performed desktop and laptop imaging; configured to MOIT- MIS standard.
• Deployed problem analysis, maintenance, and repair on PC hardware and associated peripherals.
• Installed software for new computers, rebuilt old PCs, performed upgrades and checked PCs for viruses.