KAREN SFORZO

**** ******** **** **** ***

Parma, Ohio 44130

440-***-****

ac1mhc@r.postjobfree.com

Information Technology Computer Support

Degrees:

* Associates Degree in Information Technology Computers (ITC)

Certifications:

* A+ Certification

* Network+ Certification

* Security+ Certification

* MCP 2000 Certification

* MCSA 2000 Certification

* Certificate of Achievement MS 2297 – Plan, Implement & Manage Server 2003

Qualifications:

* Type 60 wpm.

* Excellent written and oral communications.

* Ability to multi-task in a demanding work environment with little or no supervision.

Experience:

* Computer: IBM, Gateway, HP/Compaq & compatibles, Microsoft Windows 3.x, 95,98, NT, 2000, XP, 7, 8.1, Unix, Novell, Microsoft Office 97/2000/2002/2003/2007/2010, SCCM, Reflections, Cyborg, QS, Novius, Remedy, Tigerpaw, and Track-It 5.x, 6.x, and 8.1, Dameware, Ultra VNC, VNC, Teamviewer

* Telecommunications: Multiplexers, Integrated Message Processor (IMP), AT&T 3B2/600, React 2001,532 DACs, 5500 DACs, Frame Relay Fundamentals, Sonet Fundamentals and ATM Fundamentals

* Point of Sale (POS) hardware: cash registers, pin pads, card readers, scanners, receipt printers

Employment:

TEK Systems/Westlake, Ohio

(outsourced to Travel Centers of America (TA)) January 2016 to Present

POS Technical Analyst

* Second level store systems support

* Support Fuel POS systems for locations that are fuel based such as truck stops, gas stations, or convenience stores attached to the prior mentioned.

* Troubleshoot escalated tickets from the tier 1 service desk, supporting go-lives, and supporting when a site goes down.

* Troubleshooting POS software as well the attached hardware such as card readers, etc.

* Troubleshooting assistance with venders such as VeriFone, NCR, etc.

Roetzel & Andress/Columbus, Ohio August 2015 to November 2015

IT Support Technician

* Respond promptly and courteously to all customer calls received by telephone, email and voicemail.

* Resolve, without escalation, as many of our customer’s problems, questions and requests as possible.

*Promote awareness and education regarding our team and the services we provide such as Worksite iManage for the organization and management of emails, texts, instant messages, voice mails, and along with documents attached to emails.

*Assist in the implementation of appropriate technical tools such as supporting external hardware such as the iPhone 5, 6, 6S, and 6 Plus

* Provide support services for customers and management regarding computer purchases, implementation and training.

Employment (cont.)

Halcyon Inc./Worthington, Ohio November 2014 to August 2015

(outsourced to Opportunities for Ohioans with Disabilities (OOD))

Help Desk Consultant

* Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

* Respond to queries over the phone and to email messages for customers seeking help

* Walk customer through problem-solving process

* Install, modify, and repair computer hardware and software

* Run clean up tools and diagnostic programs to resolve problems

Emergitech/Dublin, Ohio June 2014 to October 2014

Software Support Rep

*Software support for law enforcement, fire and EMS personnel and 911 emergency communications with the following:

* Computer aided dispatch, AVL, records management, civil processing, field management, jail, mapping, mug shot, and mobile data

University Hospitals/Cleveland, Ohio January 2008 to June 2014

Desktop Support Administrator II

*Department trainer: trainer of over 6 new employees for Desktop Support and IMAC (installs, moves, adds, and changes)

*Assist with the Enterprise Activation setup for Black Berry’s and assist with wireless setup on PDA’s

*Analyze, diagnose, install, configure and resolve computer hardware, software, and network troubles

*Provide phone, remote and in person technical assistance to co-workers, management, and corporate officers

EMH Regional Healthcare System/Elyria, Ohio November 2004 to September 2007

PC Tech

*Technical support providing end-user support, hardware, and software

*Train users in the basic operation of their PC hardware and software components including printing, changing passwords, accessing the Internet/Intranet, etc.

*Create documentation of procedures for users and Help Desk Operators to utilize as needed

*On-call at specified periods to cover urgent repairs after normal business hours

Pomeroy IT Solutions/Elyria, Ohio November 2003 to November 2004

(Outsourced to Bendix CVS LLC)

Desktop Engineer

*Answer telephone calls to assist computer users encountering problems

*Performing network support for a large network environment

*Operate computer and peripheral equipment to process business, engineering and other data, according to operating instructions

Vasu Communications/Avon, Ohio May 2003 to November 2003

Digital Cellular Communications Specialist/Desktop Support

TEK Systems/Orlando, Florida July 2001 to May 2002

(Outsourced to Sprint Local)

Circuit Tester

ICG-Telecom Group/Independence, Ohio June 2000 to Mar. 2001

Transport Technician II

UUNET/Ann Arbor, Michigan May 1999 to June 2000

Senior Dial Operations Specialist III/Internet Ops III

Employment (cont.)

ICG-Telecom Group/Independence, Ohio Feb. 1998 to May 1999

Repair Coordinator

Catholic Charities/Cleveland, Ohio May 1996 to Dec. 1997

Network Systems Administrator

Catholic Diocese ISO Department

Data Control/Help Desk Operations

United States Navy 1992 to 1995

Cryptologic Technical Communications Operator/Technical

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