Melissa Hardwick

**** ******** **** *** ******, Indiana 47150 acqf2t@r.postjobfree.com 502-***-****

OBJECTIVE

To excel in a long term position as a technical support analyst utilizing my lengthy and broad experience in providing Windows desktop, OS X desktop, intranet, and server hardware / software support that encourages collaborative teamwork.

EDUCATION

Indiana Tech

Expected graduation: May 2016 [Information Systems]

PROFESSIONAL EXPERIENCE

O’Bryan Brown & Toner. 455 s. 4th St Louisville, Ky 40202

IT Specialist 01/2015 – present

Assist firm employees with daily IT tasks such as troubleshooting issues related to printers, computer hardware and software. Purchasing and implementation of hardware and software, Training and administration of various firm applications such as Practice Master, LexisNexis TimeMap, and Sanction. Management of firm servers, domain, and telephone systems. Research of new technologies to advance the firm from a technology perspective. Generate usage reports and conduct meetings with staff members regarding various policies concerning confidentiality and security.

Papa John’s International. 2002 Papa Johns Blvd Jeffersontown, Ky

Associate Analyst 08/2014 – 01/2015

Assist Papa John’s stores with the conversion of hardware and software from an old Linux based version to a new Linux based version. This includes ensuring that files are backed up properly, ensuring that the store’s database is imported, and that all components are up to date and functioning as intended. Cases are documented in detail using CRM, and all processes are executed through a command line. This was a contracted position through York Companies

SKYE Technologies. 201 Townepark Circle Louisville, Kentucky

Level 1 Systems Support Engineer 05/2014 – 7/2014

Assist SKYE clients (30 small businesses across the Kentuckiana area) with various computer, phone, printer, or software related issues. This includes the set up and management of users and groups within Active Directory, Microsoft Exchange, Windows Server SBS, and Office 365 environments; management of various servers, backup solutions, firewalls, and proprietary systems. 15-20 calls taken per day with occasional onsite visits, and an average of 10 tickets closed per day. This was a contracted position through York Companies

Samtec Inc. 520 Park East Blvd. New Albany, Indiana

Help Desk Technician 01/2014 – 4/2014

Assist Samtec employees with various computer, phone and printer related issues. This includes the set up and management of users and groups within Active Directory, the building of Mac and PCs hardware and software. Setting up VoIP phones and management through the Mitel system, troubleshooting network printers, and deployment of iOS devices. These functions were performed both in a face-to-face and remote environment. 30-50 tickets closed a day. This was a contracted position through TEKSystems

Apple Inc. 1805 Deer Park Ave. Louisville, Ky

Tier 1 AppleCare Mac Phone Support 08/2013 – 01/2014

Assist Apple customers telephonically with the troubleshooting of Apple hardware and software. Assist customers with Apple ID account security issues including: password resets, challenge question resets, and assistance with using multiple Apple IDs. Maintain an Average call handle time of 15 minutes, customer satisfaction of 90%-100%, an issue resolution rate of at least 80%, and ensure that manager escalations remained below 10%. Provide an open and friendly environment for customers to ensure a timely and satisfactory resolution. These duties are performed in a home office environment. Call volume of 30-80 calls a day handled.

Indiana University Southeast 4201 Grant Line Rd New Albany Indiana

Help Desk Consultant 08/2012 – 07/2013

Assist Indiana University students, staff and faculty with various computer related issues. This includes the setup and maintenance of University owned hardware, and troubleshooting and consultation of personal equipment for staff and faculty. These duties are completed through advanced troubleshooting and on site repair. Jobs are managed through a queue that is composed of jobs that are documented from phone calls (2-3 per hour) walk-ins, and escalated from the main campus at Bloomington. Help Desk Consultants also act as switchboard operators and direct incoming calls to other departments.

Service Net Warranty LLC. 650 Missouri Ave. Jeffersonville, Indiana 47130

Aftermarket Sales Agent 02/2010 – 07/2010

Telephonic sales of aftermarket warranties for electronics including: televisions, computers, home theater systems, and household appliances. Brands included: LG, Sony, Panasonic, Phillips, and many other subsidiaries.

Apple Helpdesk. 6201 Preston Highway Suite B Louisville, Ky 40219

Tier 1 AppleCare iOS/CPU Advisor 03/2009 – 02/2010

Telephonic support of Apple and Mac products including: iPods, iPads, iPhones, Apple TV, Mac notebook and Desktop Computers, Mac Airport Stations. Jobs are managed through an automated telephone queue, where agents are fed calls (call volume of 5-10 an hour) Each call is troubleshot, resolved, and documented accordingly. These duties are performed in a call center environment.

AREAS OF EXPERTISE

Type 6o+wpm System Implementation

Troubleshooting & Issue Resolution Rapid Ticket Response Times

Relationship Management Detailed Documentation

Active Directory Mac OS X

iOS 7 Server Administration

TECHNICAL PROFICIENCIES

Platforms: Windows XP, Windows Vista, Windows 7, Windows 8, Windows Server 2012, Windows Server 2008, Mac OS, iOS, Android, Linux

Hardware: Dell, HP, Lenovo, Toshiba, Apple (all idevices, Mac computers), printers (set up and maintenance of hardware and system configuration for domain use), digital projectors, HTC (mobile devices), Cisco switches, Brocade switches,

Software: Microsoft Office Suite, Microsoft Security Essentials, Adobe Creative Suites, Symantec Ghost, VNC Remote Desktop, Active Directory Users and Computers (creation and management of users and security groups, and management of group policies), Familiar with all default apps associated with the iOS (mail, settings, calculator, etc.), minor experience with Citrix (mainly set up on mobile devices for Indiana University students, faculty, and staff.), PSQL database management, Exchange server management, Administration of PracticeMaster & Tabs3

References available upon request.

Contact this candidate