Sylvia Wicks

**** **********

Cleveland, OH *****

216-***-****

acqwts@r.postjobfree.com

Technical Skills

Microsoft Office 2003

Microsoft Office 2007

Microsoft Office 2010

Windows XP

Windows 7

Windows 8

Internet Explorer

Firefox

Chrome

Android

1st and 2nd tier tech support

Share Point

Active Directory

Avaya

Typing Speed - 60 wpm

10 Key

Data Entry

Adobe

Work Experience

PPG, Help Desk Analyst, Strongsville, Ohio 2014-Present

•Resolved hardware issues involving the pc, printer, and painting equipment

•Used TeamViewer to provide remote assistance

•Supported 3 types of proprietary software

•Set up computer hardware to be shipped

•Set up wired and wireless networks

•Submitted support records including steps on how problems were resolved

•Reduced time off phones by creating an excel workbook that automated testing

•Provided support for over

PTA Transportation, Customer Service Representative, Cleveland, Ohio 2012-2014

•Created and maintained driver and client database

•Responded to client inquiries regarding trip dates and times, as well as pricing

•Scheduled transportation for clients

•Resolved customer complaints in a timely and empathetic manner.

PC Helps, Software Consultant, Cleveland, Ohio 2008-2011

•Ensured customer satisfaction by providing telephone technical support

•Used Bomgar for remote assistance

•Served as a Microsoft Office Suite expert

•Provided tech support for companies across the US

•Created videos to assist clients with issues relating to their call

•Assisted clients in using features of “off the shelf” software.

Computers by Design, Help Desk Technician, Cleveland, Ohio 2003-2007

•Performed first tier help desk support

•Provided computer and Internet technical support.

•Scheduled appointments for computer set up

•Tracked technician visits

Ross Innovative Employment Solutions, Administrative Assistant, Cleveland, Ohio. 1998-2003

•Provided computer software support

•Coordinated and scheduled office meetings and events.

•Assisted employers with hiring and placement concerns.

•Contacted employers to obtain student employment verification.

•Greeted and directed students to appropriate programs.

•Directed calls to appropriate individuals and departments.

•Routed incoming and outgoing mail.

Education

Tech Skills, A+ Certification, 2001

Sawyer College of Business. Cleveland, Ohio, Computerized Administrative Assistant, March 1998

Cleveland State University, Cleveland, Ohio, Coursework: Psychology/Social Work, 1991-1993

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