Help Desk Technician
Resume:
Carnell Cooke
******@******.****.***
Objective: To obtain a challenging and rewarding position within the
Information Technology sector where prior experience, personal ability and
commitment to professionalism would be of great value.
Education
Johnson C. Smith University, Charlotte, NC
Expected May 2013
Bachelor of Science in Computer Science and Information Systems
Professional Experience
Central Piedmont Community College - Charlotte, NC
February 2013- Present
Information Systems Technician
. Installed hardware equipment at user's location. Tasks may involve
install, configuring, troubleshooting and user's hardware and
software; operate mainframe computer and peripheral equipment and
performed other duties as assigned.
. Supported desktop technologies including Windows XP/7, MS Office, MS
Lync, SharePoint, Citrix, Web browsers, anti-virus, Local Area
Networks, printers and scanners.
. Responded to inquiries and requests from users for assistance with the
college's computer systems or personal computers; identified problems
by troubleshooting and provided solutions to assist users.
. Maintained a broad knowledge of technology, equipment and/or systems
within field of work to assist clients via direct contact or from a
remote desktop setting.
Johnson C. Smith University I.T. Department - Charlotte. NC
Hardware Support Team Leader / Field Technician
August 2010 - January 2013
. Perform HW/SW installation, setup, configuration, relocate, deploy,
refresh, maintenance and upgrade of the following: servers, desktops,
laptops, printers, scanners, peripherals in PC-LAN/ WAN environments.
. Receive and log telephone calls and emails from computer users which
reported problems with hardware, software, network activity, or other
computer-related issues.
. Respond to questions, assist in problem resolution and track problems
to completion for assured satisfactory resolution and/or escalation.;
perform basic system administrative functions as assigned, in
accordance with security procedures.
. Prepare reports related to Help Desk activity for management review to
aid in identification of training and staffing issues, to identify
trends indicative of potential problems, and to insure that procedures
governing Help Desk activity are current and workable.
Avis Budget Group - Virginia Beach, VA
June 2010 - August 2011
Billing Services Representative
. Processed accounting entries, receivables, payments, accruals, and
reconcile incoming payments.
. Collection of past due receivables, document and process Write Offs;
ensured adherence to all audit policies and procedures.
. Maintained and improved customer satisfaction, developed and
implemented process improvements, created procedures and process flows
for daily processes and effectively interacted with other operating
units.
Accomplishments & Awards
. Member of Omega Psi Phi Fraternity, Inc.
. Recipient of the JCSU and The U.S. Department of Homeland Security
sponsored summer research program opportunity for students majoring in
technology, engineering and mathematics disciplines.
. Recipient of the E-JPR Grier Endowed Scholarship (for maintaining over
a 3.0 GPA)
. Recipient of the UNCF-Avis Budget Group Scholarship in the amount of
$5,000
. Outstanding Team Work award: In valuable contributions to the JCSU IT
Help Desk
. Learning New Skills award: In valuable contributions to the JCSU IT
Help Desk
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