Raven Taylor Jennings

PO Box **** . Leesburg, VA 20177 . 540-***-**** . abk8fh@r.postjobfree.com

OBJECTIVE

Seeking a position as a Help Desk Support Analyst

EDUCATION

B. A., Interdisciplinary Studies, May 2000

Virginia Tech, Blacksburg, VA

WORK EXPERIENCE

Help Desk Specialist, University Computing Support (4Help)

Virginia Tech, Blacksburg, VA

December 2005 - Present

. Provide 2nd and 3rd level technical support to Virginia Tech's

faculty, staff, students, and retirees

. Responsible for troubleshooting a wide variety of e-mail and

computer problems and documenting results using Remedy ticketing

software

. Support users with issues related to Windows XP/Vista/7 and Mac

OS X operating systems

. Assist with documentation for 4Help's internal Knowledgebase

. Responsible for interviewing, hiring, and training students for

the New Student Orientation and Get Connected programs

. Train and supervise 4Help's student computer consultants

Technology Support Analyst, Allstate Technology Support Center

Allstate Insurance Company, Roanoke, VA

January 2004 - December 2005

. Provided front-line support and training to insurance agents on

ALSTAR software

. Handled technical support calls in a fast-paced, high-volume

call center

. Responsible for providing support to users via phone and e-mail

. Worked as part of a team to meet Service Level Agreement(SLA)

goals

OTHER RELATED EXPERIENCE

Substitute Teacher, Montgomery County Public Schools

Christiansburg, VA

January 2002 - January 2004

Webmaster, Virginia Tech Recreational Sports

Virginia Tech, Blacksburg, VA

January 2000 - September 2001

Computer Lab Assistant, Virginia Tech Math Emporium

Virginia Tech, Blacksburg, VA

August 1998 - July 2000

ACTIVITIES

Relay for Life 2005-2009 Participant

2008 Presidential Campaign Volunteer

Usher, First Baptist Church, Blacksburg, VA

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