Customer Service Active Directory

REID LOVELAND

***** ****** **** ***, ********

FLORIDA 34714

************@*****.***

407-***-****

OBJECTIVE

Seeking a position in the computer information technology field where my computer knowledge and customer service skills can be fully utilized

EDUCATION

Computer Engineering Technology, A.S. 2002 – 2008

Valencia Community College, Orlando, Florida

GPA 3.5

Studies focused on electronics/circuitry understanding, PC building, operation, and repair, system administration design, understanding and operation, network design and maintenance. Information Technology & Business Studies, B.S. 2013 – 2016 Southern New Hampshire University, Manchester, New Hampshire GPA 3.9, Summa Cum Laude

Studies focused on a range of computer hardware & software areas and necessary business fields including accounting and business law.

EXPERIENCE

Systems Support Analyst, InCharge.org March 2005 – Present InCharge Institute, Orlando, Florida

• Maintain desktop hardware and software for in-house and remote employees

• Resolve issues for employees and track issues through a ticketing system

• Created and now maintain PCI standards for quarterly security audits on all employees

• Create, maintain, and remove employee accounts in various software platforms including Active Directory, RSA, and VoIP telephone systems

• First rate customer service working with all levels of employees including C level

• Assisting server support personnel as needed with miscellaneous tasks Technical Coordinator, InCharge.org August 2004 – March 2005 InCharge Institute, Orlando, Florida

• Maintain desktop hardware and software for in-house and remote employees

• Resolve issues for employees and track issues through a ticketing system

• First rate customer service working with all levels of employees including C level Call Center Administrator, InCharge.org January 2002 – August 2004 InCharge Institute, Orlando, Florida

• Managed the Front Desk for the company Call Center. Duties included routing calls, greeting visitors, and assisting employees

• Assisted the Help Desk in ticket submissions and fielding incoming calls Skills

Software:

Active Directory

VPN

SharePoint

eCopy Paper Works

Ticketing Apps

GoTo Assist

LogMeIn

Office 365

RightFax

RSA Remote Access

Symantec Endpoint

Protection

WASP Mobile Asset

Commvault

VMware VDI

PCI Compliance

Operating Systems:

Windows Vista/XP

Windows 7/8/10

Android

Certifications

A+

Seucity+

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