Tiffany D. Chappelle

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

Baltimore, MD 21202

443-***-****

cdi0d5@r.postjobfree.com

Objective

To obtain a position which will allow me to utilize and enhancing my skills and knowledge in the IT field.

Security Clearance

Top Secret SCI/Full Scope Polygraph

Computer Skills

Windows 2000 Advanced Server, Windows 2000 Professional, Windows 2003 Server, Windows XP, Windows Vista, Software Installation, Hardware Installation, PC Troubleshooting, DHCP, DNS/WINS, Remote Access (RAS), TCP/IP, Networking, Active Directory Services, Java, C++ Programming, Microsoft Office Suite(Word, Excel, Access, PowerPoint), Visual Basic Application (VBA), basic SQL & PL/SQL, DBA, LAN/WAN configuration, Static & Dynamic TCP/IP configurations, Assemble & reassemble PCs, Automated Internet protocol address assignment using DHCP

Relevant Experience

FBI Headquarters, Washington DC May 2009 - Present

Local Network IT

•Providing IT support to the user community via telephone, remote control, email or in person

o Password issues

o Recreate user profiles

o Hardware failure diagnosis

•Creating and updating triage trouble tickets for various support issues

•Generate reports and metrics for management.

•Maintain the integrity of the source tables in the ServiceCenter database.

•Serving as the primary IT support interface to the customer and users.

•Ensure timely user notification of maintenance requirements and effects on system availability.

•Anticipate communication and networking problems and implement preventive measures.

•Maintain confidentiality with regard to the information being processed, stored or accessed by the network.

•Investigate user problems, identify their source, determine possible solutions, test and implement solutions.

•Perform and/or oversee software and application installation and upgrades

Comcast, White Marsh, MD April 2007 – May 2009

IP Support Supervisor, Beltway Region

•Plans and directs customer service functions to achieve customer service objectives for systems by ensuring quality control of service and optimum interface with Comcast customers.

•Provide guidance and/or assistance to Tier 1 and Tier 2 Customer Account Executives (CAE) with resolution of difficult subscriber questions and/or issues.

•Ensure optimal staffing and productivity levels through efficient monitoring of staff, with the goal of meeting peak service demands.

•Monitor employee performance and service to customers and provide appropriate feedback.

•Review and coach to CAE transactions to ensure accuracy.

•Conduct team meetings, training sessions and coaching sessions with CAEs.

•Ensure competence and continuity of qualified Tier 1 & Tier 2 CAEs through optimum selection, training and

development, appraisal and motivational techniques.

•Establish and maintain personnel and administrative files as required.

•Review work processes and recommend improvements.

•Ensure that retention, customer service quality, schedule adherence and productivity goals are met.

•Interface with other Call Centers, Systems and Departments as necessary to ensure proper handling of customer issues and concerns.

Comcast Silver Spring, Md

Tier 2 Help Desk Technician, Potomac Region June 2006 – April 2007

•Work directly with Customer Account Representatives to resolve customer technical problems

•Problem resolution involving gathering information, troubleshooting, conducting research to find correct solutions, and confirming problem resolution

•Reviewing scheduled service appointments for accuracy eliminating those deemed unnecessary

•Provide guidance and assist service technicians and other staff with technical problems.

•Responsible for the development and deployment of new communication technologies and services

•Monitors the Comcast division network infrastructure by gaining insight into overall system health through the use of surveillance software and diagnostic tools

•Reduces outage downtime by escalating problems to proper personnel and following those issues to conclusion.

•Monitors Comcast’s network infrastructure

•Uses trouble ticketing system to accurately document problems including diagnostic results and multiple product correlation as well as escalations and repair performance information

•Uses flow charts, databases, and communication equipment to notify appropriate individuals and organizations of network outage and restoration events

•Compiles, maintains, and prepares various operational reports, logs, and files.

•Tracks all scheduled network maintenance activities

Comcast Silver Spring, Md

Help Desk Technician, Potomac Region July 2005 – June 2006

•Receive, log, classify, and process problem/trouble calls reported to the help desk.

•Identify, diagnose, and resolve user problems or escalate problems

•Help individuals connect to the internet through cable modems.

•Modify proxy settings on PCs to enable successful connection to cable modems.

•Ensure successful connectivity of PCs to wireless routers.

•Answer technical questions pertaining to hardware and software issues.

•Provide customers with timely follow-up status reports.

•Manage requests for service and support through phone and e-mail support.

VincitiAQ, Baltimore, MD March 2005 – July 2005

Help Desk Technician

•Receive, log, classify, and process problem/trouble calls reported to the help desk.

•Responsible for addressing issues with HW / SW / Connectivity / E-mail on iBooks and other comparable Macintosh laptops.

•Identify, diagnose, and resolve user problems or escalate problems to 2nd or 3rd level technician as needed for approximately 75,000 users nationwide.

•Provide customers with timely follow-up status reports.

•Manage requests for service and support through phone and remote e-mail tools.

Education

University of Maryland Baltimore County August 2005 – May 2007

Bachelor’s of Science in Information Systems

Computer Career Institute, Johns Hopkins University December 2004 - March 2005

Master Certificate, PC Networking and Support Services (Equivalent to A+ Certification)

Norfolk State University August 2001 - May 2004

Major, Computer Engineering

References upon request

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