Nichole Garcia

ad4b2r@r.postjobfree.com

713-***-****

Education

ITT Technical Institute/Associate Degree in Computer Science/Graduated 2008 – Webster, TX

Deer Park High School/Graduated 2005 – Deer Park, TX

Certifications

Certification of Recognition in Grateful Appreciation for 5+ years of Dedicated Service

Educational Training & Exam on fraud, waste & abuse training.

ACUCW1 – Administering Cisco Unified Communications Workspace

ITIL – V3 Awareness

SecureLogix – Basic ETM System Operations & Administration Course

Work History

Conroe Independent School District – Instructional Aide

November 2020 – Present

• Prepared instructional materials and assisted with any classroom displays.

• Work with individual students or small groups to complete tasks and assignments.

• Assist individual classrooms with lunch duty, recess duty, morning, and afternoon duty.

Baylor College of Medicine – Telecommunications Analyst

September 2012 – 2016

• Utilize superior customer service skills.

• Remote from home job.

• IT Project Coordinator for all new build outs and renovations for 40+ dedicated departments.

• All projects involve coordinating with cable vendors and other IT teams to properly perform all tasks that is needed.

• All projects are designed with a floor plan and dedicated customers per location throughout the Texas Medical Center and all equipment needed. Phones/computers, printers, credit card machines, fax machines, etc.

• Coordinate month to month new cable request or cable moves for 40+ dedicated departments around Texas Medical Center.

• Utilize my expertise to create all process and improvement on documentation for Telecommunications, Help Desk and our Desktop Support teams.

• Service request or trouble tickets via ServiceNow for all users with hardware, software and application problems on Mobile Devices, VoIP/TDM phones and pagers.

• Manage email and phone queue on a daily basis.

• Build VoIP Cisco (Call Manager 9.1)/Avaya/Nortel/TDM (Time Division Multiplex) phones, long distance codes, remote call forwarding/conference lines, and any special features for new employees or current employees.

• Manage ACD logins via Contact Center Management.

• Initiate monthly invoices.

• Initiate reports via Switch Expert and Contact Center for customers that need Call Detail Record reports.

• Run daily records and reports of the 911 records for all phones on our CS2100 and Call Manager via Beacon and Greater Harris County.

• Record menu verbiage to publish throughout the college via Cisco Unity.

• Build and manage voicemail boxes and all features per customers request within Unity and Call Pilot.

• On call 24/7 for any emergency service request.

Baylor College of Medicine – Help Desk Analyst

February 2009 – September 2012

• Provide first-level service and problem resolution for all users with hardware, software and applications problems on Windows and Apple products.

• Remote from home

• Utilize superior customer service skills.

• Resolve user-reported problems using available tools while following procedures and policies for the handling of support cases.

• Provide accurate timely logs of each problem and resolution for any issues in a clarified problem management database.

• Responsible for training new Help Desk analyst.

• Responsible for creating monthly schedules for all Help Desk analyst duties.

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