Customer Service Information Technology

LUCADO ETIENNE

Killeen, TX *****

254-***-**** *************@*******.*** www.linkedin.com/in/lucado-etienne-349823147/

Network Administrator Help Desk Technician

Dedicated, detail-oriented individual with a technical education and good communication skills searching for an Entry Level. Network Administrator position or Help Desk Technician within a fast growing technology company. IT professional and veteran with proven end user technical support experience as well as practical experience and knowledge on Windows and Unix platforms performing desktop and system administration.

Understand IP address configuration, Remote Access, network protocols, secure network traffic, and troubleshooting network connectivity, and familiar with the framework and computer concepts of the OSI Model.

Proficient with how to implement switches and routers needed to maintain a multiple router network in either the LAN or WAN environment.

Capable to identify and troubleshoot countless technical issues and processes while thinking analytically.

Expertise in customer satisfaction, assessment, and meeting quality standards for services.

SKILLS

Technical Skills

Operating Systems: Windows, Linux, Mac OS

Programming Languages: SQL, C++, Java

Windows Server: Windows Server 2012 R2

Network Technologies: IP, OSI Model, WAN/LAN

Security: Firewall, Antivirus systems, Intrusion-detection systems, Patching and updating, General network tools, Port scanners, Network sniffers and vulnerability scanners.

Hardware: Cisco Routers, PCs, Disk Drives, Switches, Fiber Optic Cable, Network Interface Card and peripherals.

Software/Applications/Tools: Microsoft Office including: Word, Excel, Access, PowerPoint, and Outlook. Internet browser, Antivirus, Database, Adobe and E-mail.

Soft Skills

Tolerant and flexible Adaptability Ability to work under pressure Organizational skills Customer service orientation Positive communication skills Exceptional project management skills

Bilingual; fluent in both the English and Creole languages

EDUCATION

Bachelor of Information Technology American InterContinental University, Schaumburg, IL 2016

oSpecialization in Network Administration

Network System Admin Professional Program New Horizons CLC, Killeen, TX

CERTIFICATIONS

Comp TIA Network + Certification (In Progress)

Cisco Certified Entry Networking Technician (CCENT) Certification (In Progress)

Microsoft Certified Solutions Associate (MCSA: Server 2012) Certification (In Progress)

Certified Cisco Network Associate (CCNA) Certification (In Progress)

PROFESSIONAL WORK EXPERIENCE

01/2012 – Present, Information Technology & Network System Admin Student Professional Development

American InterContinental University, Schaumburg, IL

New Horizons Computer Learning Center, Killeen, TX

Obtained a Bachelor of Information Technology with a specialization in Network Administration, and currently completing my Network System Admin Professional program in pursuit of obtaining my CompTIA Net+, MCSA, CCNA, and CCENT certifications.

Relevant Coursework: Introduction to Computer and Network Hardware, Network Security Management, Special Topics in Network Administration, Specialized Network Administration, Routing and Switching, Advanced Routing and Switching, Enterprise Networking.

12/2010 – 01/2012, Help Desk IT Representative

Blackboard Student Services, Killeen, TX

Respond and address appropriate troubleshooting resolution to resolve internal and external technical network system issues via phone.

Provide timely technical support to users and follow standard Help Desk methods to ensure customers satisfaction.

Identify and escalate problems based on priority.

Diagnose computer hardware and software issues and escalate problems to the appropriate resource when necessary.

Manage standard network troubleshooting activities and resolve network connectivity problems.

Develop techniques and devices to be utilized to test and implement new LAN/WAN equipment.

Ensure network security and connectivity, set up user accounts, permissions and passwords, as well as maintained and installed required updatesConferred with customers by telephone to obtain details of software problem; documented customer inquiries recording in detail the actions taken to resolve the issue.

Checked to ensure that customer had appropriate resources to run software; resolved customer technical issues and ensured latest software was used.

Completed follow up with customers to ensure problem was resolved to the customer’s satisfaction.

Worked with DOS, Linux, Windows 95, 98, Vista, 2010, XP, ME, and NT.

Performed system self-diagnostic tests on customer computers through remote access.

05/2010 – 05/2011, Customer Service Sales Associate

Convergys, Killeen, TX

Answered multiline telephone system and answered all customer questions.

Resolved any customer opportunities by providing a solution to all concerns.

09/2009 – 04/2010, Waiter

Red Lobster, Killeen, TX

Managed multiple tasks at a time including multiple customers, transactions, and orders all while making sure they were organized to assure efficiency

Communicated with staffs and customers to ensure satisfied service

01 /2008 – 07/2009, Server

Embassy Suites, Whippany, NJ

Worked in a team environment and had opportunity to train new employees as they were hired

Provided fast and courteous service

ADDITIONAL INFORMATION

Key Focuses: Applications, Systems, Troubleshooting, Microsoft, Network, Support, Technical, SCCM, Service Desk, Systems Troubleshooting, Software, Hardware, Users Support, Technical Resolutions, Network Monitoring, Users, Software & Hardware Troubleshooting Technical Problems, Configuring, Troubleshooting Support, Networking CISCO, Systems Technology, Software, Network Security, WAN/LAN, Network Administrator, TCP/IP, Business Continuity, Disaster Recovery, Virtualization, Cloud Computing, MS Office, Linux, VMware, Encryption, Retention, Intranet, Extranet.

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