T e ri Monn

*** ****** *** ********* * D *****

443-***-****

acoydc@r.postjobfree.com

Objective : To utilize the skills I learned in school and throughout my work experience to further my

career

Summa ry : Over six years of experience in Software and Hardware t roubleshooting skills, over the

phone, remotely, and on site. Personable and outgoing with an extensive focus on quality customer

service experience.

T echnical Skills:

• Experience with Windows XP, 7 and 8

• Trouble ticketing system (Proprietary to Mars Super Markets)

• Receiving and resolving Help Desk Calls

• Hardware maintenance and replacement

• Software conflict and resolution

• Driver installation and updating

• Imaging with Ghost and ScanDisk

• Hardware and software upgrades

• Experience with PcAnywhere and LogMeIn

• Installing and t roubleshooting the Adtran 7100 Series phone system

• Printer maintenance and replacement

• Setting up and maintaining Group Policy Rules

• Changing, Adding, and Removing Users in Active Directory

• Changing, Adding, Removing, and Disabling Users on Local Computer

• Network Issue t roubleshooting, both Wired and Wireless

• Transferring User Accounts as well as Outlook, and Outlook Express E-mail accounts

E ducation :

• Awarded A+ Certification in 2009

• Adtran 7100 Series certification in 2010

• Certification of Completion in Networking from TESST College of Technology in 2010

• Acquired GED in 2003

Work Experience :

J une 2014 to July 2014

Onsite Computers (Seasonal)

M iddle River M D

I T Technician

• Provided friendly and professional phone, on site and in shop support to customers

• Troubleshot all issues customers experienced

• Diagnosed all software and hardware issues

• Used all tools necessary to repair personal Laptop’s and Desktop’s

June 2008 to October 2012

Ma rs Super Ma rkets I nc.

Baltimore M D

I T Support Technician

• Received inbound help desk issues

• Solved problems remotely whenever possible

• Traveled to locations to resolve issues when necessary

• Repaired all equipment including Registers, Workstations, Servers, Access Points,

O rder Guns, and Credit Card Terminals

• Placed service calls to subcontractors such as Verizon and Comcast for MPLS and DSL

issues when required

• Replaced damaged or inoperable equipment

• Troubleshot any issues, Network, Hardware or Software in a polite and efficient

manner and elevate them if necessary

• Provided friendly and efficient customer service

August 2005 to May 2008

Hopkins Federal Savings Bank

Baltimore M D

B ank Teller

• Solved customer problems as quickly as possible

• Processed all t ransactions such as deposits and withdrawals to and from customer

accounts

• Opened new accounts including Checking, Savings and Certificates of Deposit

• Explained all terms, conditions and penalties for all new accounts in a clear and

p rofessional manner

• Responded to customer phone calls and answered all questions to the best of my ability

• Reconciled cash drawer and box and the end of each day

• Most importantly, provided a pleasant and comfortable experience for all customers

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