Technical Support Customer Service

PROFILE

Information Technology Professional, who has developed current skills and knowledge in PC and network support, is seeking a challenging position within a company that will benefit from my IT technical skills and experience.

EXPERIENCE

DESKTOP SUPPORT SPECIALIST, ALLINA HEALTH; MINNEAPOLIS, MN 2016-2016 Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365..Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone. ENTERPRISE TECH SUPPORT ANALYST, DELL CORP; EDEN PRAIRIE, MN 2014-2016 Full-service technical support center that provides immediate assistance for customers and clients utilizing applications and hardware. Provide Tier I and Tier II technical support to client's desktops & laptops via the phone, email and remote tools with their SAN and dell products. Address issues ranging from desktop support, network & server support, and messaging support as well. Perform troubleshooting and conduct problem determination to identify problem source and resolve as possible. Fully document all cases in call tracking software and escalate to appropriate queue when necessary. IT INTERN, MAN HUMANE SOCIETY; MINNEAPOLIS, MN 2014-2014 Facilitated email migration to Outlook from Office365. Remotely re-configured all employee workstations to new email server and synced to Outlook. Provided employee support and troubleshooting. Resolved monitor and peripheral issues and replace/upgrade as necessary. Deployed new employee desktop units. Installed new RAM modules and wireless adapters, set user permissions and access, and install numerous software packages. Evaluated vendor options for new employee tablets; selected optimal model factoring cost, performance specifications, and employee needs. Installed and configure Android-based animal adoption tracking system on tablets for use in the field and in animal shelters. EDUCATION

Takoda Institute, Minneapolis, MN *Computer Support Specialist Certification, 2014 Working toward CompTIA A+, SNIA Storage + and Network+ certifications Coursework Highlights: PC Architecture, Desktop Operating Systems, Network Essentials, Client- Server Relationship

SKILLS

PC Diagnosis & Troubleshooting, Customer Service & End User Technical Support, PC Hardware Component Swap, Windows 7/Vista/XP Administration, Network Hardware Deployment & Maintenance, Active Directory, Network Connection & Performance Troubleshooting, Client-Server Management, Service Now Ticketing System, BMC Remedy, MS Server 2008/2008 R2, Virus Removal and Remote Desktop

REFERENCES

Luisa Hughie* 1 Ervin Street, Andrews, SC 29510* 843-***-****************@*****.*** Brandi Barnett*150 North Fraser Rd, Georgetown, SC 29440*843-***-***** *********@*****.**** 139 Harvest Drive, Springfield, Georgia 31329 917-***-**** ************@*****.*** JAQUAN SLOAN