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Dedicated entrepreneur with technology support experience

Upper Marlboro, Maryland, United States
August 22, 2018

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LinkedIn: • 301-***-**** •


Software: Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems Windows 7,8 and 10; Installing drivers; Active Directory; Microsoft Outlook

Hardware: HP/Dell/Lenovo desktops & laptops; HP printers; general computer builds and repairs; hardware installations and swaps; iOS/Blackberry devices

Support: Customer service support (email, phone, and in person)

Certifications: Working towards MCSA (Microsoft Certified Solutions Associate)


Latham & Watkins LLP Washington, D.C.

Technology Support Specialist - Intern January 2018 – July 2018

Provide customer service to legal assistants, lawyers and all staff service with hardware incidents such as computer, notebook and printer issues daily

Monitor and handle over 10 escalated tickets daily using the Service Now Ticketing system

Image and update notebooks and desktops by using SCCM (System Center Configuration Manager)

Configure 20 notebooks and desktops through Configuration Manager, Software Center and the BIOS bi-weekly

Assist end-users with printers by troubleshooting, checking print management and doing regular maintenance daily

Handle old notebooks and desktops monthly by altering the default factory settings for disposal

Set up Blackberry and iOS devices with Blackberry ID, BES12 UEM profile and Blackberry apps on iOS devices (Blackberry Work/Access/UEM Client/Connect, LW Facebook 2.0 and RSA SecurID) for all staff personal

Ross Stores, Inc Upper Marlboro, MD

SPS/ Loss Prevention Specialist September 2017 – June 2018

Assist more than 100 customers daily and direct them to different departments

Implement new strategies daily to reduce inventory shortage by at least 50% at the end of every month to reach company goals

Five Below Upper Marlboro, MD

Sales Associate September 2016 – September 2017

Worked to improve customer service rating each month to at least 85% by assisting customers throughout the store

Unloaded three to five crates a day to restock supplies throughout the store departments


Year Up, National Capital Region Arlington, VA

Information Technology Training September 2017 – July 2018

Graduated from a leading national career development program includes college-level coursework, career training, and a six-month corporate internship

Participated in Information Technology track, which prepares students for careers in desktop/ help desk support, software development/testing, and business operations

Earned 22-28 credits; relevant coursework includes Intro to Computer Applications, Operating Systems, Computer Hardware, Business Writing, Active Directory Usage, Public Speaking, and Career Development

Volunteer and Leadership Experience

YMCA Bowie Bowie, MD

Counselor in Training June 2013/2014 – August 2013/2014

Assisted 15 counselors daily with over 200 children during field trips, fundraisers and check-ins/outs with parents/guardians

Aided 3 program managers daily with paperwork, using MS Office programs to send weekly schedules for upcoming events or payments of camp

Awards and Honors

The National Academy of Future Scientists & Technologists

Outstanding Academic Achievement July 2016

Year Up

Professional of the Week Award October 2017

Year Up

EPIC Award December 2017

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