Results-driven IT professional with strong analytical, troubleshooting skills with an established record of directing technology-related functions with an emphasis on customer focus; effective communication & problem-solving skills; a proven background in assessing organizational needs, & excellent verbal, presentation, & written skills

Technical Skills

Software & Processes:

Microsoft Office (MS) Excel, Visio, Power Point, Visual Basics. SnagIT

Systems & Protocols:

Windows 2000-Windows 7, Linux, MAC OS AVG, McAfee, Spybot, Windows Defender, Symantec, Microsoft Security Essentials, Uniphi, SmartStation, WARP, IEX, Score, PAC2000 Remedy, Familiar with Sun Solaris and AIX

Domain Expertise:

Financial, Hospitality, Retail Sales

Professional Experience

Confidential, Richmond, VA June 2011-Present
Technical Service Specialist (Tier 1 & Tier 2)

• Respond to Wells Fargo/Wachovia Advisors (International brokerage firm) & support staff's technical questions & inquiries via phone, email & Live Chat.)
• 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 Wells Fargo/Wachovia 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.)
• Follow schedules according to IEX

Confidential, Richmond, VAApril 2010-June 2011
Computer Specialist (repair & sales)

• Executed store shrink via retail sales & repair
• Asked lifestyle questions to thoroughly understand & customer needs, offers relevant services, solutions, & accessories so customer could make informed decisions to complete their customized purchases
• Utilize all relevant sales tools to drive profitable growth: brought in approximately $10,000 of revenue per month
• Leverage on-line resources, tools, & peer knowledge to self train
• Troubleshoot customer's computer for minor problems
• Use of STAR-a ticket system used to input customer's information & customer issue

Confidential, Richmond, VA June 2008-June 2011
Client Site: Confidential
Junior Network Administrator

• Demonstrated advance knowledge of the commonly used concepts, practices, & procedures associated with IP based networks, network hardware & Microsoft (MS) networking
• Communicated & interacted effectively with vendors, peers & all levels of the organizational structure
• Ability to formulate, document, & recommend new policies & procedures for hardware & software
• Troubleshoot and manage changes in nationwide LAN/WAN infrastructure
• Maintain Router and Switch configuration files, troubleshoot LAN issues and manage network infrastructures

Desktop Support

• Installed & configured over 100 new desktop systems including Dell, HP & Toshiba
• Maintained the CISCO LAN network operations, including limited hardware & software installation & set-up, documentation, administration, technical maintenance, trouble-shooting, & user support
• Completed regular network backups & audits of networks to ensure integrity & security of system

Confidential, Richmond, VA (Part-time; high school) June 2005-2008
Client Site: Confidential
Junior Network Administrator

• Advised in recommending new purchases of hardware & software
• Planed, designed, & implemented application database code objects, such as stored procedures & views
• Performed quality assurance & testing of SQL server environments

Education

Bachelor of Science in Computer Science with Business minor
Associates of Science in Computer Science