Help Desk/ IT Director

Sharlenne Villanueva

***** ******* **** +1-702-***-****

Norwalk, CA 90650 *********.**********@*****.***

Summary: Enthusiastic professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Vast knowledge of software and framework.

Highlights:

Networking Hardware and Software

Troubleshoot Hardware and Software

Build Computers

Windows Server 2003

DHCP/DNS Ethernet and Firewall proficient

Microsoft Office proficient

Windows 98/XP/Vista/ 7 Firewalls

Bilingual: Spanish (proficient)

Typing: 65+ per minute

Service-oriented

Work well with staff and customers

Excels under pressure

Professional Experience:

IT Director October 2010 – May 2017

Allied Collection Services, Inc., Las Vegas, NV

Build and repair computers

Provide helpdesk support to end-users of proprietary software

Monitor and create campaigns for dialer system

Troubleshoot hardware, software and network problems for local and remote offices

Document all issues and generate reports detailing common problems and error trends

Setup network, computers, and servers for sister companies

Backup servers and databases daily

Report to IS Director of any unusual problem

Identify and resolve every day to day problems with computers or network

Technical Support Representative May 2010 - October 2010

Clearwire, LLC, Las Vegas, NV

Assisted in-bound callers by resolving their technical issue

Created tickets to schedule a technician appointment

Conducted payments from customers

Sales Representative November 2009 - February 2010

Cricket Wireless, Las Vegas, NV

Conducted payments from customers

Clarified any and all questions based on their account

Marketed products in the store

Data Entry July 2009 - October 2009

Dolce & Deluca Investments, LLC, Las Vegas, NV

Maintained detailed property records

Secretary February 2009 - August 2009

Uceda Language School, Las Vegas, NV

Enrolled and withdrew all students

Tracked weekly payments for student accounts

Responsible for bi-weekly promotion of the school in the community

Receptionist/ Clerk September 2008 - February 2009

Allied Collections Services, Inc., Las Vegas, NV

Conducted payments from customers

Directed calls to correct department

Handled data entry and filed papers

Education:

Associate of Applied Science Degree in IT/ Computer Network Systems September 2008 - September 2010

ITT Technical Institute, Henderson, NV

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