Nakia Rivers

**** **** ******** *****, *********, GA 30236 ● 770-***-**** ● acrx4y@r.postjobfree.com

Professional Highlights

A result-driven certified CompTia A+ IT professional with over 10 years experience in technical support and customer service support. Able to provide front line (Tier 1, 2 & 3) support; and knowledge of the fundamentals of computer technology, installation and configuration of PCs, laptops and related hardware, and basic networking media and topologies, management, and security. Strong troubleshooting skills and ability to work in a fast-paced environment. Well organized, focused, detail-oriented and proven ability to lead and motivate project teams to ensure success and organization’s goals.

Technical Expertise

Systems: Windows Server2008/2003, Windows 7, 8, XP, Vista, Linux, Cisco

Hardware, Mainframe & Terminal emulators:

Workstations, PCs/Laptops, Servers, Peripherals and cabling. Dell, Routers – Switches – Hubs

RACF, Rumba, IRMA, Bluezone, Reflections, Extra Personal Client, ASIM, AS400, Vanguard Security Center 6.2. VM/CMS, VRA, TSO, TPX, CICS, Mainframe, POS Systems Panasonic, Xpient, IBM, Radiant, Omini Credit Card Terminals

Supported Applications:

MS Office, NetMeeting 3.0, Lotus Notes r4.6/r5/r6.0/r6.5.1, Message Manager, Diskeeper Lite

Norton Anti-Virus, MacAfee Anti-Virus, AT&T Global Network, VPN Client, Secure ID, Remote Desktop

Soft ID, VPN (Virtual Private Network), PAL, SMS Classic/Web based, IE, Chrome, Safari

Novell LAN Workplace PRO, EMAC, SRTS, Outlook, Outlook Express, Netscape Mail, and Eudora

Kermit, RTI Connect, Oracle, Citrix, Credit/Gift Card processing and batching.

Servers & Networking:

Novell, UNIX, VMS/VAX, WinNT 4.0 and Win2K User Manager

TCP/IP, WAN, LAN, DHCP, DNS, Ethernet, Arcnet & Network Printer Configuration

Employment Experience

COMPUTER OPERATOR

UFCW Benefit Office, College Park, GA Nov. 2011 – Aug. 2015

Establish production schedules and procedures for the utilization of data processing equipment and personnel.

Key Achievements

Assist with the automation and implementation of ticketing systems using SpiceWorks to better process system request.

Data entry verification, and process daily insurance claims/checks, monthly health & welfare eligibility and pension reports.

Assist with any conflict resolution to resolve any problems with the daily or monthly processes.

Monitor and schedule computer resources to ensure deadlines are met.

CUSTOMER SUPPORT SPECIALIST

Wendy's/Arby's Group, Atlanta, GA Jul. 2010 – Nov. 2011

Provided Level 1 support for Wendy’s/Arby’s Restaurant systems, performed Aloha and Xpient software troubleshooting with restaurant Managers and resolved daily issues.

Key Achievements

Noted for achieving the highest level of first-call resolutions.

Accountable for user support and customer service by creating call tickets and handling customer call backs.

Responsible for resetting Oracle, Vanguard, Network, and proprietary software passwords.

Support Energy Management Systems (EMS) heating, cooling and lights for all Wendy’s restaurants.

Troubleshot connectivity, PC hardware/Software, Cisco Switches, maintained internet and intranet networks.

SENIOR SECURITY SPECIALIST

Crawford & Company, Atlanta, GA Jan. 2005 – Jul. 2010

Responsible for administration and support of the information security environment. Develop security measures to safeguard information against unauthorized access, accidental or intentional modifications, destruction or disclosure.

Key Achievements

Maintained electronic security files/tables of valid UserIDs for the various programs and

systems used by Crawford.

Successfully set-up and maintained Windows 2000, Windows XP Corporate Domain ID’s

via Active Directory and Created Lotus Notes email accounts via Domino Admin.

Assisted users with network logins, passwords, email and proprietary software accounts.

Removed all access from terminated and/or resigned employees.

Modified security tables as needed to incorporate new software, to correct errors and to change individual access status.

Conferred with users to discuss issues such as computer data access needs, security violations and programming changes.

Researched and analyzed system/user problems by applying a variety of analytical and research techniques.

HELPDESK SUPPORT

Crawford & Company, Atlanta, GA Dec. 2002 – Jan. 2005

Provided helpdesk and desktop support for Windows platform inter connected with mainframe

supporting over 10,000 internal employees and global users.

Key Achievements

Problem-solved issues with PC clients, Server hardware/software, mainframe and Crawford’s proprietary online software.

Consistently recognized for Superior Performance and complimented in Quarterly Town Hall meetings.

Education & Certifications

Certificate of Completion in Network Engineering - CompTIA A+ Certified

OmniTech Institute – Atlanta, Georgia, July 2015

Associates in Applied Science - Computer Applications

Remington College - Maple Heights, Ohio, May 1999

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