ANGELA COOPER-JOHNSON

**** ***** *****-*******, ** 60647 - 773-***-**** - acq7x6@r.postjobfree.com

Career Profile

Experienced Software Specialist seeking a position in the Information Technology industry that requires methodical and analytical problem solving skills to assist with providing support in a technical environment.

Education

DeVry University, Chicago, Illinois

Bachelor of Science in Network and Communications Management, December 2012

Grade Point Average: 3.4/4.0

Associate of Applied Science in Network Systems Administration, June 2011

Graduated CISCO Networking CCNA Academy

Cisco/Panduit Excellence Scholarship Award

Technical Skills

Proficient with Cisco and Netmotion VPN Clients, SQL, Active Directory .NET, Symantec Backup Exec, Antivirus Windows Servers 2003-2012

PROFESSIONAL EXPERIENCE

Computer Information Systems, Skokie, IL December 2011-Present

Software Support Specialist

•Supporting Public Safety Dispatch Software provided to small and mid-size municipalities, countries, consolidated communication centers, regional systems and universities.

•Cisco, AnyConnect and NetMotion VPN connections

•Software testing, Active Directory and experience with .NET

•Supporting software on Windows based clients and Citrix Server platforms

•MS Windows Servers 2003/2008/2012

•Experience with SQL

•Deploying and upgrading software

•Experience with Symantec Antivirus and Backup Exec

Walgreens, Deerfield, IL June 2011 – December 2011

Help Desk Coordinator

•Received inbound calls, emails, and web trouble tickets from BMC Remedy ticketing system

relating to software and hardware technical issues

•Provided customer service through actively listening, showing empathy and attention to detail

•Analyzed and identified hardware, software, procedural and/or communication problems. Identifies trends in incidents and proactively reports to leadership team

•Maintained and applied knowledge of systems and tools necessary to troubleshoot problems while expanding current support skillset. Capable of independently handling all aspects of one major Walgreens system

•Communicated clearly, concisely and precisely verbally and in writing

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