Customer Service Software
Resume:
JAIME ROSA
Herndon, VA 20171
Cell Phone: 407-***-****
Email: *******@*****.***
OBJECTIVE
Seeking a challenging and rewarding desktop support position within a progressive organization
where I can utilize my technical & interpersonal skills that I have developed as a result of my
experience and education.
SUMMARY
I am a highly motivated, result driven professional with three and a half years of desktop support
experience. Motivated, creatively diverse, detailed oriented, organized, and a self starter. Excellent
complex analytical thinking, strong problem resolution and follow up results, strong interpersonal
communication skills, attention to detail, and superior technical computer experience.
TECHNICAL CERTIFICATIONS
• A+ Certification
EDUCATION
KELLER GRADUATE SCHOOL OF MANAGEMENT, Orlando, Florida
Masters in Information Systems Management, July 2009-June 2011
Concentration: Information Security
DEVRY UNIVERSITY, Orlando, Florida
Bachelors of Science Degree in Technical Management, Graduated June 2007
VALENCIA COMMUNITY COLLEGE, Orlando, Florida
Associates of Science Degree Information Technology, Graduated May 2005
Specialization: Technical Support
SKILLS
• Knowledge and experience troubleshooting various Windows operating systems such as
Windows 98, 2000, XP, Vista, and Windows 7
• BMC Remedy ticketing system
• FlexNet Asset Management
• Proficient in both a PC and MAC environment
• Great ability and desire to learn new technologies quickly
• Ability to maintain system-operating procedures
• Excellent interpersonal skills with excellent written and verbal communication skills
• Excellent organizational skills
• Experience with the installation, configuration, and use of a wide range of COTS desktop
and network software, and COTS desktop hardware
• Hardware Installation/Upgrades/Troubleshooting skills
• Software Installation/Upgrades/Troubleshooting skills
• Microsoft Office Applications
• PC and peripheral (i.e. printers) installation, troubleshooting and repair
• Willing to relocate at own expense
WORK EXPERIENCE
ACCENTURE, Reston, Virginia
June 2011-Present
Deskside Technologist
• Responsibilities include receiving and responding to requests for technical assistance with
Accenture hardware and software.
• Ensure proper documentation, tracking, escalation, follow-up, and resolution of all
incidents using Remedy ticketing system.
• Install, maintain, troubleshoot, and repair desktop software to include operating systems,
standard and non-standard applications and utilities
• Update asset management system to correctly record the status of desktop hardware and
software
CREATIVE PRINTING & DESIGN, Orlando, Florida
November 2005-June 2009
IT Support Specialist
• Provided technical assistance in a Windows XP environment and troubleshooted routine to
moderately difficult hardware, software, network issues.
• Maintained all workstations/servers by installing and configuring updates and patches.
• Performed setup of personal computers, laptops, and peripheral devices.
• Maintained and troubleshooted all peripheral equipment such as printers and scanners while
keeping track of supplies.
• Provided informal training to users having difficulties with certain software applications
• Managed an automated work flow which is used by our top clients. The work flow gives
those clients an easier and much more efficient way of providing artwork. The workflow
reviews each PDF on the fly to make sure that each file is up to standards. If the file passes,
then the PDF is ready for further use. If the PDF is passed, the customer service
representative for that client is notified of the errors with the file.
• Built and maintained computer systems and performed memory upgrades.
HOUSE OF BLUES, Lake Buena Vista, Florida
February 2005-April 2005
IT Specialist Student Intern
• Maintained all computers by installing all current updates, updating anti-virus software,
and using other diagnostic tools.
• Installed new software and upgraded existing software in a Windows 2000 environment.
• Set up new email account using Microsoft Outlook and server login accounts for all new
company employees.
• Participated in the conversion 20 PCs from Windows 98 to Windows 2000.
• Troubleshooted and repaired all hardware/software/network connectivity issues.
• Built and maintained computer systems and performed memory upgrades.
CONTEMPORARY SERVICES, Orlando, Florida
May 2001-July 2001
Event Staff
• Efficiently provided security at events to prevent public chaos and maintain public order.
• Analyzed situations and took appropriate actions to prevent larger situations from
occurring.
• Responsible for verifying credentials to allow only authorized individuals into backstage
area.
DIALAMERICA MARKETING, Inc. Orlando, Florida
January 2001-May 2001
Telemarketer
• Made outbound telephone sales calls to potential customers.
• Communicated with customers about new product offerings, benefits, and features.
• Responsible for accurately confirming product sale orders to verify date, time, and
shipment address.
Contact this candidate