Customer Service Software

Kylie E. Anderson [pic]

**** **** **** ( Newark, NY 14513 ( Home 315-***-**** cell phone (706)

***-**** ( *.*.*@*******.***

OBJECTIVE

More than ten years successful experience in Customer Service and Technical

Support with recognized strengths in the following areas:

. Accounting Maintenance

. Problem solving and troubleshooting with both IBM/PC and Macintosh

computers

. Hardware/Software Implementation on both IBM/PC and Macintosh computers

. Network Infrastructure

. Sales staff support

. Planning & implementing proactive procedures and systems to alleviate

documented trouble areas

. Ability to train, motivate, and supervise employees

. Acknowledged as the "Total Quality Customer Service Professional"

EDUCATION

Savannah River College (Augusta, GA) Associate of Science - June 2007

. Microsoft Network Engineer - June 2007

. Microsoft Certified Professional - June 2005

. Computer Technical Service Specialist - June 2007

. Honors Received: Presidents List (Winter/2005 Spring/2006)

CERTIFICATIONS

. A+ Certification (Hardware/Software) June, 2005

. M.C.P.- Windows XP Professional - June 2005

. Dell Certified/IBM Certified, November 2006

. Network + Certification, March, 2007

TECHNICAL KNOWLEDGE

. Installation and set-up SOHO networks including domains

. Installation of various anti-virus software programs on both IBM/PC and

Macintosh computers

. Physical installation of various cable media including coaxial, category

3, category 5e

. Networking personal and server computers; Troubleshoot IBM/PC and

Macintosh computers and server hardware and software, repairs,

installations, and configurations of both IBM/PC and Macintosh

. Multiple security analysis and intrusion detection application

deployments and assignments

. Setup, configuration and troubleshoot email clients on both IBM/PC and

Macintosh computers in a domain environment

. Configure server computer hardware/software, experience setting up

computers, and repair computers both IBM/PC and Macintosh computers

. Experience in backing up both IBM/PC and Macintosh in a domain

environment

. Experience with Windows Server 2003 creating new user account in Active

Directory

.

WORK HISTORY

Hobart & William Smith College (Geneva, NY) - March 2009/August 2009

Technical Support Specialist/Helpdesk

. Take troubleshooting calls for both IBM/PC and Macintosh computers

. Perform hardware replacement on IBM computers

. Diagnose hardware/software issues for both IBM/PC and Macintosh computers

. Add new users to Domain using Active Directory/Microsoft Server 2003

. Create/Merge users email accounts using Exchange 2003

. Support student/faculty technical issues

. Create troubleshooting tickets through Trackit System

. Setup/Troubleshoot Outlook 2003/2007 email accounts

. Order parts and replace for Lenovo laptops

Ajilon Consulting Services (Rochester, NY) - April 2008/August 2008

(Kodak Project)

. Receive users profile for imaging (12 to 24 profiles @ one time)

. Unpack Dell Desktop/Laptop pertaining to user profile

. Connect Workstations to KVM switch / hook up all peripherals

. Pull down base image from server for installation

. Install individual software for users profile

. Assist in deployment and setup of users new PC

. Take helpdesk calls in assisting of troubleshooting issues for new users

Qualxserv (Tewksbury, MA) - October 2006/ January 2008

Field Service Technician/Private Contractor

. Receive/Accept work orders through work portal

. Perform hardware replacement on PC/Servers

. Diagnose hardware/software issues

. Responsible for parts pick-up and return

IAP World Services/Johnson Control (Fort Gordon, GA) - July 2005/September

2006

Information Technology/Computer Operator II

. Provided help desk support

. Provided support to analyze, diagnose, and resolve help desk calls

. Provided support for customer problems

. Updated and maintained manuals of common problems and solutions

. Updated and maintained ADPE inventory

. Add new users to Domain using Active Directory/Microsoft Server 2003

. Create/Merge users email accounts using Exchange 2003

. Performed troubleshooting and problem solving activities

. Maintained network security

. Provided IT support

. Dropped Cable (cat5e) for new Work Stations/terminating and placing wall

units

. Supported approximately 300-350 end-users

Three Springs of Augusta (Augusta, GA) - April 2004/June 2005

Information Technology/Direct Care

. Maintained performance of the computer systems

. Set-up new computers

. Installation of new users on network

. Installed and maintain programs and software

. Supervised and assist troubled youth in daily activities; lead group

discussions; document activities

. Create/Merge users email accounts using Exchange 2003

. Setup/Troubleshoot Outlook 2003 email accounts

References Available Upon Request

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