Support Management
Resume:
Tangela Jones
Crete, IL *****
Email: abkht0@r.postjobfree.com
PROFESSIONAL EXPERIENCE:
Williams Lea/Sidley Austin 2007 -
Present
Desktop Support Analyst/Application Support Lead
. Team Lead support for all phone and desktop software issues.
. Develop phone techniques for each analyst to promote a healthy
relationship for users and clients.
. Participate in group meetings and implementation of new and
enhancement of computer systems.
. Recommend and perform actions to correct problems with all MS Office
Applications, Interwoven Desksite, Blackberry, Internet, Adobe,
Windows Administration.
. Upload and deploy various software through Altiris Agent software
portal.
. Evaluate and prioritize Remedy tickets, effectively escalate and
document all support calls.
. Effectively troubleshoot and repair all VPN and Citrix connectivity
problems.
. Communicate information and progress reporting, as applicable, to all
necessary parties.
. Support all Blackberry models with network connections and sync
procedures and general function.
. Support Clients in person and via phone.
. Manage all user documents with Interwoven Desksite, Worksite, and
Mailsite.
. Acquire and maintain a highly competent knowledge of relevant products
current support policies, and methods of support delivery.
. Setup user accounts via Active Directory, password resets and account
disabling.
. Heavy support with Microsoft Word and Outlook.
. Setup and support for video teleconferencing.
Regency Preferred Realty
2005 - Present
Licensed Real Estate Sales Person/Property Management
. Prepare documents such as representation contracts, purchase
agreements, leases and closing statements.
. Coordinate property closings, overseeing signing of documents and
disbursement of funds.
. Coordinate appointments to show homes to prospective buyers.
. Display commercial, industrial, agricultural, and residential
properties to clients and explain their features.
. Promote sales of properties through advertisements, open houses, and
participation in multiple listing services.
. Implemented new repair and management program reduced repair expenses.
. Screening rental applicants, meeting with prospective tenants to show
properties, explaining terms of occupancy, preparing lease agreements,
inspecting properties and preparing work orders for contractors,
compiling reports showing accounts payable and receivable and
processing payroll.
. Negotiating and organizing lease and rent agreements.
. Ensure all maintenance is performed in a timely manner.
. Reduced annual operating expenses by an average 15% during my tenure.
. Make recommendations for renewal and/or termination of vendor
contracts.
. Collected rent and security deposits, wrote receipts, sent late
notices and collected late charges.
Computer Consultants Group 2005 -
2007
Network Support Specialist-Business Analyst Assistant
. Organized and managed the technical and administration part of all
running projects.
. Heavy Support for Microsoft Office, Windows XP/Vista and Microsoft
Exchange Server 2003.
. Service and maintain Dell desktops and laptops, including inspect,
clean, test, run scandisk, defrag hard drives, and update antiviral
software programs to maintain performance and security.
. Managed Active directory, applying updates and monitoring the network.
. TCP/IP setup and support of issues.
. Troubleshoot a wide range of connectivity problems, authentication,
connect speed, connection quality and loss of synchronization.
. Assist customers with basic LAN setup and configuration.
. Providing help desk support for small businesses, homeowners, and
former clients.
. Acquired residual accounts and contracts.
Omnibus Construction 1999 -
2005
Desktop Support Specialist/Project Coordinator
. Assisted in managing home building and remodeling projects.
. Ensured project milestones were met and estimated project costs.
. Planned and coordinated network installations for various programs and
updates.
. Provided basic technical support for site supervisors and home office.
. Identify, troubleshoot, and analyze computer related issues. Determine
appropriate course of action, and conduct repairs, modifications, and
upgrade internal components and peripherals as needed.
. Support for Word, PowerPoint, Excel, and Troubleshot tasks with
desktop pc's and laptops .
. Palm device installation and configuration using Palm Desktop
Software, Easy Sync, and Lotus Conduit for Easy Sync to synchronize
with Lotus Notes as well as Cardscan Software.
. Prioritized, triaged, and escalated Support and Helpdesk Calls/E-
mails/Faxes/Web Form submissions to ensure the fastest processing and
most efficient support possible.
TECHNICAL KNOWLEDGE:
Software:
Interwoven Desksite/ Mailsite/Worksite, Active Directory, Citrix MetaFrame,
VPN, Workshare Deltaview, Adobe Acrobat Professional
/Illustrator/DreamWeaver/After Effects/Fireworks/Flash/Photoshop, Lotus
Notes, Quick Books Pro, Word Perfect, HP Director, McAfee Security, Norton
Anti-Virus/System Works, Symantec Ghost, Norton Ghost, Cisco Security,
Mutare Enabled Voicemail (EVM), Email Management Services (EMS), Key Fob
Secure ID, Blackberry Desktop Manager, Movi, Tandberg Management, Remedy,
Proxy Master and Carbon Copy, Ace Server 6.0 Administration. Working
knowledge of MS Office Exchange Server, SQL, Time Trax, Best Authority,
Legal Key.
Technical:
PC installation and configuration, hardware set and troubleshooting,
peripheral software installation. Technical Help Desk Support (hands-on and
phone support), Windows NT, LAN 123, Internet Web Paging, Ethernet/Wireless
Networking, Modem/Router installation and configuration, TCP/IP, Formatting
hard drives, creating/deleting partitions, Video Teleconferencing, Palm PDA
and Blackberry and knowledge of JAVA script.
Operating Systems
Windows 98/2000/XP/Vista,Windows 95, Windows 3.1, MS DOS, MAC OS X Leapord,
Linux
MS Office Applications
Word, Excel, Access, PowerPoint, Project, Visio, One Note, Outlook, Small
Business, Publisher\Front Page
Certifications
Microsoft Word 2007 Certified
Microsoft Outlook 2007 Certified
EDUCATION AND TRAINING:
Robert Morris College
Associates Degree - Computer Science
Major: Computer Systems Specialist
Devry
Major: Bachelors of Science in Business Management, Concentration -
Marketing Management
02/10 - Present
References Available Upon Request.
Contact this candidate