Technical Support Project
Resume:
Jamaris E. Carrasco
West Palm Beach, FL
*******.********@*****.********.***[pic]
Education Saint Leo University Saint
Leo, FL
Bachelors in Computer Information Systems
Graduated May 2009
Work
Experience Saint Leo University August 2005-
December 2008
Technical Support Analyst
. Resolved 40% of in-house tickets via email, phone, or personal
visits
. Trained 50% of new students workers and explained their
expectations and roles in an IT environment
. Provided technical leadership for planning and implementing
system installation, upgrade, configuration, and related change
control and verification for customers worldwide or on local
grounds
. Provided day-to-day support including problem resolution and
coordination of operational activities.
. Researched & evaluated alternative solutions and made
recommendations for improved system operations.
. Provided direction and expertise in maintaining documentation
and record keeping standards at project and/or department level
and manage deliverables for area of responsibility.
. Identified and executed about 15% of backup/recovery and
disaster recovery practices, system monitoring practices, system
security, and preventive maintenance practices for systems in
area of responsibility.
. Understand business impact of supported systems, established and
maintained technical support service levels and ensured that
they are being met on a regular basis.
. Responded to 70% of general customer requests and inquiries
received via phone, fax or e-mail by providing accurate
information and following through on commitments.
. Assisted customers in navigating to and using website
. Accomplished 100% follow-up with customers whose orders are
incomplete or have issues that need to be resolved
. Greatly enhanced employee and students Uportal login information
and lowered the numbers of errors reported to IT by 35% by
reformatting users old email into the company's current email
format
Sound Hospitality November 2009
- Present
Front Desk Representative
. Ensure 100% guest satisfaction
. Monitor status of guest accounts
. Answer guest question and offer information and assistances
. Check guests in and out of hotel
. Communicate with other departments to fulfill guest needs
. Answer all complaints and concerns that occur during shifts
. Update information in the computer systems as needed
Skills Proficient in Microsoft Office Products (Word, Excel,
Outlook)
Basic C++, Java, HTML, Batch and Shell scripting
MY SQL, MS/DOS, Visual Studio, SharePoint, Project Management
Windows 7/XP/ME/Vista, Adobe Illustrator, Active Directory
Key Competencies
. Demonstrate customer-focus orientation
. Strong attention to detail and excellent follow-through skills
. Excellent organization and prioritization skills including the ability to
multi-task
. High degree of professionalism including flexibility and willingness to
change schedules to meet customer needs
. Strong problem-solving skills
. Proven ability to work independently and as a member of a team
. High degree of confidence and resourcefulness
. Outstanding listening, comprehension and oral/written skills
Contact this candidate