Customer Service Software
Resume:
Dorchester, SC *****
(Mobile) 843-***-****
*******@***.***
Elijah DeLee
Summary:
A results-driven professional seeking a position as a Desktop Support technician with over nine years of support
experience. Possesses in-depth expertise in user support, user training, upgrading systems, and troubleshooting
hardware and software issues. Also poses a keen focus on customer satisfaction and company loyalty.
Education:
Bachelor of Science, Information Systems
University of South Carolina, Columbia, SC
Comptia A+ Certified
Dell Certified Tech (Latitude & Optiplex)
Technical Expertise
Windows XP, Windows Vista, Windows 7, Windows Server 2000 and 2003, Exchange
Platforms:
2003
Software: Microsoft Office 2003-2010, Remedy, Track-It, Adobe Connect, Blackberry Enterprise
Server, Active Directory, Cisco VPN, Juniper SSL VPN, Microsoft Office Communicator, Citrix, Adobe
Acrobat, Active Sync, Microsoft Exchange 2003, Altiris Software Deployment, VNC Remote Connect,
Norton Ghost
Hardware: Creston & AMX controllers, Audio Visual Equipment, HP Multi-function devices, Dell &
Lenovo desktop/laptop, Smartphones (Blackberry, iPhone, Android), Tandberg Display, multi-point
control units, Avaya Polycom, Avaya VOIP Phones and Headsets.
Related Experience:
Time Warner Cable Washington, DC
Sr. Analyst/Executive Support Analyst 06/12/09 to Present
A world leading Cable provider serving millions customers daily to fill their Television, Phone, and Internet needs.
• Resolved Trouble request for Windows XP, Vista, and Windows 7 (testing phases)
• Handled trouble request via Remedy Ticketing system for VPN (Juniper) connection issues, LAN Connection
Issues, Microsoft Office 2003 and 2007 application issues.
• Created Network user accounts via Windows 2003 Active Directory
• Created user Personal Network Shares
• Resolved user problems with Blackberry Devices(8900, 9000 series) for ATT and Verizon network phones
• Implemented Blackberry Enterprise Activation for several Blackberry models.
• Handle the setup and configuration of Avaya 9600 and 9620 Phone system
• Resolved issues with Avaya phones and polycoms
• Assisted users via phone support and remote access support for ranging from CA, TX, DC, and NY
• Manage local site inventory, purchasing, and installation of all new hardware and Software.
• Deployed Custom Time Warner Image Via Altiris Deployment Software.
• Deployed Laptop Encryption (PGP) for VIP Users.
• Asset Tracking for inventory Management
• Assisted in the creation GP for file synchronization
Citigroup North America Washington, DC
Lead Analyst\Desktop support 11/11/07 to 06/15/09
A worldwide banking institution that servers millions of customers daily across the world with leading banking and
technology solutions.
• Lead Support analyst for 250 Executive users at four sites in the Washington DC, Maryland, and Virginia
areas.
• Handled trouble request via Peregrine\Remedy Ticketing system for VPN (Juniper) connection issues, LAN
Connection Issues, Microsoft Office 2003 and 2007 application issues.
• Created Network user accounts via Windows 2003 Active Directory, Created user Personal Network Shares
• Maintained 100% rating on user problem resolution
• Took my Four Maintained sites from 30% Security Compliance to 100% Compliance within the first year of
service.
• Resolved user problems with Blackberry Devices
• Implemented Blackberry Enterprise Activation for several Blackberry models.
• Resolved Compliance issues for all four Sites
• Asset tracking
• Trouble shoot hardware and software related issues on Dell Optiplex and latitude Systems
• Resolved MS Outlook 2003/2007 related issues
• Implemented new Laptop Encryption Changes from EFS to Check Point (Pointsec) Encryption Technologies
• Installs and trouble shoot Pointsec 5.x, Pointsec 6.x
• Deployed custom Citi Desktop image, and various Citi Apps for end users via custom deployment tools
(Group Policy) (OVCM)
• Interact with IT with various IT Staff from the US and Spain for the purpose of transferring users to and from
different regions…
• Create Active Directory Objects for new users as well as new Computer accounts.
Beta Technical College Charleston, SC.
Computer Network Coordinator 04/14/2003 to 10/30/07
Full Time Employee 40 hrs/wk
A local technical college serving 250 students. Beta Tech provides Training in the areas of Network Administration,
Medical assistant, Legal Assistant, and Computer Administrative Specialist
• Lead Help Desk Technician for 15 administrative Staff, Supported Microsoft Windows XP, Windows 2000
Pro, office XP and Office 2003 issues, and Hardware and Software for Dell, and HP PC’s.
• Completed Work orders supplied by Staff as to Non-functional Desktops and their Applications.
• Resolved Computer Software issues via Remote assistance software also handled trouble tickets via phone
support in a customer service environment.
• Implemented the conversion from outdated Networking Concepts to more modern tools such as Server 2003
• Consistently met or exceed my personal and coordinator's goals, demonstrate effective leadership and
encourage team concepts. My goals as coordinator were to increase enrollment, (Increased it by 30%)
increase instructor Moral, (by offering incentives for taking and passing certification exams.)
• Plans, coordinates and implements security measures to safeguard information in computer files against
accidental or unauthorized modification, destruction and disclosure including viruses and back-up utility
software (Veritas Back-up Exec.)
• Trains co-workers to use new software: Microsoft Office XP and 2003, Campus Management Software.
• Develop and maintains custom Access Databases for the storage of current student information and records.
• Applies knowledge of Windows 2000 server in creating Student Logon and Mapping of Computer Drives,
Creating student Accounts, Manage Exchange Server 2003 to enable student and Faculty email accounts.
• Directs the utilization of classrooms to observe the effectiveness of instructional methods and course material.
• Evaluates teaching techniques and recommends changes for course improvement and instruction.
• Assists in the recruitment and the in-service training of teachers, assists subordinates and supervisors in
identifying and resolving technical and interpersonal relations.
• Serves as Computer Network Coordinator for Beta Tech-Charleston, including troubleshooting computer
equipment and networking computers for student use. Maintains student computer access, etc.?
• Handle setup for Treo 650, 700 Blackberry devices
• Assists in placing and interviewing qualified instructors
• Make recommendations for new IT purchases and track performance for future recommendations
• Install and troubleshoots new software for student and administrative staff use.
• Develops Visual Basic Scripts for network Drive Mapping for student accounts.
Beta Technical College
Computer Instructor 02/22/2002 to 04/13/2003
• Provides direction and assistance to adult students in the correct Methodology for Coding Visual basic 6.0
Programming for development of user interface for Custom Apps.
• Provides direction and assistance to adult students follow teaching outline for course of study and assign
lessons.
• Prepares outline of instructional program, lectures, discussions and correct homework and classroom papers
in order to increase student's knowledge and competence.
• Tests and grade students on achievement in class, maintained high standards of excellence.
• Instruct business students in typing, business mathematics and the use of office equipment, and maintain
close personal contact with other instructors to promote, advertise and help increase enrollment.
• Planned and coordinated new room design that would allow for a more accurate placement of students to
assist in there learning.
Dorchester Dragway Dorchester, SC
Computer Specialist 03/04/1999 to Present
Part Time Employee 20 hrs/wk
• Developed database using MS Access to store customer Contact information, and individual driver history.
• Coordinated physical changes to company database to make it more user friendly.
• Assisted subordinates and supervisors in identifying and resolving problems.
• Directed others in the methods in the use of Database Management Software.
• Planned and coordinated new room design that would allow for a more accurate placement of students to
assist in there learning.
• Continues to read manuals, periodicals, and technical reports in order to learn new ways to implement
programs that met user requirements.
Contact this candidate