Customer Service Technician

LAUREN BROWN

**** *. ****** • Chicago, IL • *****.**********@*****.*** • 773-***-****

IT Specialist / Helpdesk Technician / Data Analyst with Bachelor of Science and Two Years of Help

Desk / Desktop / Network Support Experience

SUMMARY OF QUALIFICATIONS

• Motivated Senior Technician with bachelor’s degree and proven expertise in providing telephone

support and setting up / troubleshooting software, hardware, and networks.

• High-energy professional known for exceptional positivity in high-pressure environments with

strong interpersonal/verbal, communication, and written documentation skills.

• Analytical troubleshooter able to diagnose and resolve software / connectivity issues quickly and

restore users to productivity.

• Outstanding multitasking abilities with strengths in time management and prioritization.

TECHNICAL SKILLS

PLATFORMS AND TOOLS

• SOFTWARE: MS OFFICE (WORD, EXCEL, POWERPOINT), AS/400, REMEDY TICKET SYSTEM, ACTIVE

DIRECTORY

• OPERATING SYSTEMS: WINDOWS 7 / VISTA / XP / 2000 / 98

• HARDWARE: HARD DRIVES, CD / DVD DRIVES, DESKTOP PCS, LAPTOPS, MONITORS, KEYBOARDS, POWER

SUPPLIES, MEMORY/RAM, PORT / SLOT INSTALLATIONS

• NETWORKS: WIRELESS NETWORK SETUP AND CONFIGURATION, VOIP, WAN, LAN

• DATABASES: ORACLE

PROFESSIONAL EXPERIENCE

DEVRY UNIVERSITY Chicago, IL

Higher education institution delivering high-quality undergraduate and graduate degree programs

SENIOR TECHNICIAN 2008 to Present

• Provide desktop support for 300+ clients campus-wide; diagnose and repair / resolve hardware and

software issues, install/maintain software and hardware in labs and offices, support Oracle issues

• Create, reset, and unlock client accounts using Active Directory.

• Trained new hires in using Remedy ticket system and repairing computers and other devices.

• Image PCs using Ghost software and support HP personal & network printers

• Troubleshoot software and hardware issues physically as well as remotely to off-campus users

• Configure office Voice over IP (VoIP) phones as well as video conferencing

• Support and train desktop end users on using HP and Gateway desktops and various laptop brands

including Dell and HP

• Assist in maintaining software licenses, software back up, and perform virus scans on PCs and laptops

on a weekly basis

• Configuration and deployment of workstations and Blackberry mobile device hardware and software

• Setup, configured and maintained desktop and wireless networks & network communications

• Commended for customer service, analytical and problem resolution skills, high energy, and productivity

in closing tickets.

HELPDESK TECHNICIAN 2008

• Received high volume calls on a daily basis and resolved issues remotely

• Provided phone support for 500+ clients campus-wide and for online students

• Diagnosed and resolved hardware and software issues through telephone troubleshooting

• Created and monitored more than 50 trouble tickets daily via Remedy ticketing system.

• Created, reset and unlocked user and computer accounts in Active Directory

• Trained new hires in using Remedy Ticket System and Active Directory

• Troubleshot MS Outlook 2003/2007, MS Office 2003/2007 and network connectivity

• Recognized for exceptional customer service when receiving calls; promoted to Senior Technician for

outstanding results.

OFFICE AUTOMATION CLERK 2007 to 2008

U.S. DEPARTMENT OF EDUCATION Chicago, IL

Government agency promoting student achievement and preparation for global competitiveness

• Performed administrative and project work, including filing and communications.

• Met deadlines in a timely manner; known for multitasking ability.

ADDITIONAL EXPERIENCE

ELECTRONICS ASSEMBLER (PART-TIME) 2010

LA MARCHE MANUFACTURING Des Plaines, IL

Provider of reliable power conversion products for more than 60 years

• Built circuit boards, including soldering and inspecting components; utilized special equipment to place

extremely small components.

EDUCATION AND TRAINING

BACHELOR OF SCIENCE June 2010

COMPUTER ENGINEERING TECHNOLOGY

DEVRY UNIVERSITY Chicago, IL

SENIOR PROJECT

• Developed speech-activated interface for Google search engine with quick link icons to facilitate Internet

browsing, using Adobe Flash CS4 and Speech API format, in collaboration with team. Commended for

leadership role in setting up schedule, including project milestones, creation of report, and planning

presentation.

AFFILIATIONS

• National Society of Black Engineers (NSBE)

• Institute of Electrical and Electronics Engineers (IEEE)

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