Customer Service Sales

Alex Palencia

**** ********* **. • Rockville, MD 20853 • 301-***-****

********.***@*****.***

EXPERIENCE

Sept.2012-present Montgomery County Government

DTS Desktop Support Technician Montgomery County

• Provide Tier 2 support for Montgomery County Government

• Configure, install, deploy, and support desktops, laptops, mobile devices, and network

peripherals for County Government

• Configure laptops, desktops, and iOS devices for security and install updates, including

virus and software updates consistent with County Government Configuration

• Motherboard, power supply, hard drive, and ram replacements

• Active Directory support managing groups, accounts, and passwords

• Image laptops and desktops using Ghost software

• Windows XP to Windows 7 migrations

Aug.2012-present Linkages to Learning

DHHS Computer Instructor Wheaton, MD

• Introduction to Windows XP and Windows 7

• Introduction to PC hardware, application programs, and software

• Teach students how to secure computer, update software, setup multiple users, transfer

data, manage computer settings, and admin accounts

• Teach students about peripheral devices and how to install, setup, and update

• Teach students the concept of a Local Area Network, how to create and manage it

May.2012- Sept. 2012 Center Information Technology

NIH IT Help Desk Analyst Bethesda, MD

• Active Directory support managing accounts, passwords, and troubleshooting

• Assisted users with ITAS login issues on PC and Blackberry formats

• Blackberry Enterprise Server account creations, email setup, and IT policies

• Provided iPhone and iPad support by enabling NIH users to access their email, calendar

and wireless access by connecting to the Central Email Service

• Created tickets via phone submissions using Remedy and Service Now

• Windows XP, Windows 7, and Mac login VPN support

• Provided single factor and two factor VPN troubleshoot and support

• Email restore by using the Outlook recovery tool

• Deskside support for CIT users

• PIV card troubleshoot and support

Dec. 2011- March 2012 Electronic Research Admin Bethesda, MD

NIH IT Help Desk Analyst

• Assisted with electronic transactions by monitoring and reviewing NIH grant

awards to biomedical investigators

• Assisted users with eRA Commons account creations, account lockouts, and grant

submissions

• Assisted users with correcting the appropriate stipend amount, initiating termination

notice, and viewing appointments in xTrain

• Provided tier one/two help desk support to users of NIH systems

• Created tickets using Remedy and Numera

• Provided phone support to NIH users

Sept. 2007– Nov. 2011 Micro Center Rockville, MD

Knowledge Advisor in Systems and Mac Department

• Assisted customers with Windows and Mac inquiries

• Assisted customers with computer sales and consultations

• Troubleshoot Windows base PC’s, iMacs and MacBook’s by updating the OS, virus

scans/removals, updating drivers, creating admin accounts, and password resets

• Reimage desktops, laptops, iMacs and MacBook Pros

• Windows and Mac hardware, software, and peripheral sales

• A/V and conference equipment sales and installations

• Software installations and computer upgrades

• Provided user friendly instructions on how to use the OS and other preloaded programs

• Received Golden Star Awards for providing exceptional customer service

• Provided Help Desk and phone support for customers

Feb. 2006- June 2007 Comp. USA Gaithersburg, MD

Computer Associate

• Assisted customers with Windows and Mac related problems

• Software installations and computer upgrades

• A/V and conference equipment sales and installations

• Blackberry and Smartphone account activations and support

• Reimage desktops and laptops

SKILLS

• Public Trust Clearance

• Troubleshooting, data migration, computer installs, and upgrades

• Microsoft Office Suite and COTS (Commercial Off-The Shelf) Software

• Windows Xp, Windows Vista, Windows 7, and Mac support

• A/V equipment installations

• Remedy and Service Now ticketing system

• Active Directory support

• Ghost Imaging software

• Deskside support

• Exceptional customer service

ACTIVITIES

Rockville Nursing Home

• Volunteer at the Rockville Nursing Home

• Assisted with patient activities

2007-Present Linkages to Learning

• Assist with ESL classes and homework help

• Assist with computer classes

• Assist with after school programs

• Assist Site Coordinator with other activities

REFRENCES Provided upon request

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