Software Help Desk

LUCIANA CRISTINA MELO

*** *. ****** ***., *********, NY, 10552 / 914-***-**** / *************@*******.***

IT professional with solid work experience and educational background seeking a position as a

network administrator

ACHIEVEMENTS, SKILLS & ABILITIES

Exemplary academic record: 3.8 GPA

Self-starter and great team player

Eager (and quick) to learn new subjects

Fluent in English, Portuguese and Spanish

EDUCATION

Monroe College, New Rochelle, NY

BBA in Information Technology (expected 08/2010)

GPA 3.8

TECHNICAL QUALIFICATIONS

Operating Systems: Linux, DOS, Windows XP, NT and Windows, 95, 98, 2000 and Vista

Software: IBM, PHP, MySQL

Networking: Basic TCP/IP, and broadband networks

Languages: HTML, JavaScript, PHP, PASCAL

PROFESSIONAL EXPERIENCE

International Light House, New York, NY (01/2010 – 04/2010)

Intern (Help Desk)

• Cloned computers

• Installed operating systems

• Troubleshoot hardware and software issues

• Answered incoming helpdesk calls and created tickets

• Provided support for end users

• Created users profiles

Maritima Insurance Company, Sao Paulo, Brazil (01/2004 – 07/2005)

Help Desk

Installed anti-virus software

Performed manual desktop/PC maintenance

Answered incoming helpdesk calls and created tickets

Installed computers/printers/scanners or any other peripherals on site

Answered helpdesk calls as needed

Performed other IT related activities

ABN AMRO Bank, Sao Paulo, Brazil (02/2002 – 12/2003)

Help Desk Support/Computer Technician

Installed and maintained computer hardware and software

Provided end-user hardware and software support

Documented and troubleshoot issues with new and existing equipment

Contacted and coordinated vendors for repairs and maintenance

Stayed on 24-hour call over the weekends and school holidays

Assisted the IT department with maintaining the network

Installed and maintained systems security, including passwords when applicable

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