Software Support

Archelle Jones-Thomas

Software Support Specialist

Gretna, LA

**********@*****.*** - 504-***-****

To expand my career field in Management Information Technology with a well established

company. To become part of a team that will allow me to grow professionally and has great

advancement.

WORK EXPERIENCE

Software Support Specialist

New Orleans Public Facility Management, Inc. - New Orleans, LA - February 1998 to August 2002

Software Support Specialist (2002-2011) - Mangement Information Systems (M.I.S Department)

Diagnose, Manage and provide end-user software-related technical support and education for staff. Create

visual and detailed Software manual/instructions to assist end-users to be self-assured with their duties.

Knowledgeable of the industry standards related to software support, training, basic working knowledge of

PC hardware support, basic networking, printer installation, file storage and desktop business applications.

Perform software installation; troubleshoot printer issues, connectivity issues, device driver selection and

installations.

Receptionist/Clerk Typist II to Payroll Clerk

New Orleans Public Facility Management, Inc. - New Orleans, LA - April 1998 to March 2002

13 years of Excellent Services: Financial Services Department - Performing required duties and beyond that

positions duties: Temporary to permanent position as Financial Services’ Receptionist/Clerk Typist II: Logged

check information for the company, type manual checks, file, fax/create confidential documents, answer

multiple telephone lines and mail distribution. Less than a year later promoted to Payroll Clerk (3 yrs): Input,

file and typed confidential information into staff’s master file, create spreadsheets for employee’s insurance

benefits, create documents for payroll records/reports, payroll keypunch and converse with Human Resources

insurance billing discrepancies. In 2002 received the Software Support Specialist job.

EDUCATION

Seeking a BS Degree in Information Systems Concentration in Computer Security

Strayer University - Metairie, LA

2012 to 2015

Associate of Applied Science in Computer Information Technology (GPA 3.096)

Delgado Community College - New Orleans, LA

2007 to 2010

SKILLS

Microsoft Office Specialist (MOS), Visix-Basic Content Creation Training Certificate, Visix-Design and

Configuration Training Certificate and Visix-System Admin Certificate

LINKS

http://www.linkedin.com/pub/archelle-thomas/15/b21/b58

CERTIFICATIONS

Microsoft Office Specialist (MOS)

August 2007 to Present

"Microsoft Office Specialist (MOS) is the credential required by academia and business, recognized globally

as the premier credential chosen by individuals seeking to validate their knowledge, skills and abilities relating

to the Microsoft Office systems."

http://www.certiport.com/Portal/desktopdefault.aspx?page=common/pagelibrary/mos_home.html

GROUPS

Alpha Beta Gamma International Honor Society for Business

December 2010 to Present

"Alpha Beta Gamma International Business Honor Society is the business honor society for accredited junior,

community and technical two year colleges. The society exists to recognize and reward academic excellence

among business honor students and to recognize the contribution to learning and business of professionals."

http://www.abg.org/about.asp

Phi Theta Kappa International Honor Society

December 2010 to Present

"Phi Theta Kappa's mission is two-fold: 1) recognize and encourage the academic achievement of two-year

college students and (2) provide opportunities for individual growth and development through participation in

honors, leadership, service and fellowship programming." http://www.ptk.org/about/

Phi Theta Kappa International Honor Society Alumni Association

May 2011 to Present

“Visionary status is a way of recognizing those who have distinguished themselves as leaders in the Society

and contributed to the success of the organization…” http://www.ptk.org/directories/alumni/LA.htm

Delgado Community College Alumni Association

December 2010 to Present

Golden Key Chapter at Strayer University

February 2013 to Present

Golden Key Strives to unlock the potential of each of its members by upholding standards of excellence on-

campus and beyond. Elevated by our three pillars-Academics, Leadership and Service-Golden Key sets the

standard for achievement in these areas. Combining integrity and collaboration in all that we do, we support

and award our members' drive to learn, lead and help others.

Alpha Chi National College Honor Society

February 2013 to Present

"Alpha Chi is a coeducational academic honor society. Since 1922 its purpose has been to promote academic

excellence and exemplary character among college and university students and to honor those who achieve

such distinction." https://www.alphachihonor.org/index.cfm/about-us/

ADDITIONAL INFORMATION

•Ability to identify end-users PC problems, resolved the concerns, efficiently report information and respond

to IT requests in a timely and professional manner.

•Investigate sources of basic hardware/software issue and post resolutions for staff benefit and aiding in

reducing recurring support request.

•Capable of Tier 1 Helpdesk Support calls, knowledge of Tier 2 support and support with Tier 3 problem calls

with managers assistance.

•Create visual and detailed Software manual/instructions to assist end-users to be self-assured with their

duties.

•Diagnose end-user software conflicts and develop solutions to solve the matter at hand.

•Handle Navision-related support and education for staff.

•Have an ongoing working knowledge to properly install, maintain, and troubleshoot Microsoft Windows

operating systems.

•Knowledgeable of the industry standards related to software support, training, basic working knowledge of

PC hardware support, basic networking, printer installation, file storage and desktop business applications.

•Manage service tickets in an organized manner to ensure accuracy using Kaseya (IT Application for managing

an entire computing infrastructure).

•Perform software installation; troubleshoot printer issues, security-related concerns, connectivity issues,

device driver selection and installations.

•Possess a basic comprehension of Active Directory tools, LDAP, AD Group Policies, group permissions, TCP/

IP, Email, User’s account, permissions and Firewalls.

•Possess an intermediate knowledge of diverse backup methods to assist users with a setup schedule for their

department/personal drives.

•Provide support in other MIS activities as required by the MIS Manager to meet directives and end-users

expectations.

•Provide usage reports as requested using, Kaseya, Bomgar, SpiceWorks, Microsoft Excel, Word, PowerPoint,

Database, and the Internet.

•Retain working knowledge of Microsoft Windows and Microsoft Office Suite (Microsoft Word, Excel, Outlook,

Access, OneNote, PowerPoint, Publisher and basic knowledge in Microsoft Project).

•Work cooperatively with co-workers and superiors in resolving PC related issues to gain a better knowledge

base.

Contact this candidate