Customer Service Software
Resume:
GIMMY ABRAHAM
BROOKLYN, NEW YORK *1235- 6124
CELL: 917-***-****) ************@*****.*** HOME:
SUMMARY OF QUALIFICATIONS
More than 5 years experience in troubleshooting and preventing
technology related problems for over 16 PCs.
. Train all staff members and customers, on software, including MS
office suite, and hardware usage on-site.
. Responsible for answering, evaluating, and prioritizing in-
person request for assistance from users experiencing problems
with hardware, software, networking, and other computer related
technologies.
. Coordinate with the IT department and third party vendors for
level 2 and level 3 technology support.
. Open and track daily all problems and request through the remedy
service desk application.
COMPUTER SKILLS
Programming Languages: Borland C, Visual Basic, Borland C++, HTML and
JavaScript
Operating Systems and Environments: MS Windows 95, 98, 2000, NT & XP,
Win 7, MS Server 2003, MS Office, MS Outlook, Borland, and Visual
Basic 5.0
. Expert experience with building over 50 workstations from the
ground up.
. Intermediate experience with TCP/IP Network connectivity, group
policies (GPO's), and using Active Directory.
CERTIFICATION
. CompTIA A+
PROFESSIONAL EXPERIENCE
Technology Resource Specialist (TRS) Brooklyn Public Library
Homecrest Branch Brooklyn, NY
07/04 - Present
. Coordinate the installation, maintenance, relocation and repair
of technology hardware and software as necessary.
. Provide customer service and training to customers using
workstations at the branch (e.g. making sure users can use the
equipment, by providing, class atmosphere training, personal
tutor and self-help instructions).
. Serve as the point of contact between the IT department, the
Branches and Central.
. Identify and troubleshoot problems, referring more complex
problems that cannot be resolved to other departments.
. Assist with the evaluation of hardware and software to determine
the ease of use and whether the product will aid user in
performing work.
. Analyze and determine nature and extent of technical
problems.(e.g.: LAN, WAN, printer devices, etc)
. Monitor network to ensure network availability to all system
users and perform necessary maintenance to support network
availability.
. Install peripheral equipment and maintain branch inventory and
manuals.
. Create user accounts based on established protocols and adopted
standards for the branch.
Librarian Assistant Brooklyn Public Library Homecrest
Branch Brooklyn, NY
09/97 - 07/04
. Assisting staff/patrons with their computer problems and
inquires.
. Cataloging new books and entering new registration into the
Brooklyn Public Library system.
. Responsible for all journal entries and preparation of financial
statements.
EDUCATION
10 City University of New York at Brooklyn College
Brooklyn, NY
B.A. in Philosophy, September 2004
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