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Customer Service Technical Support

New Rochelle, New York, United States
January 11, 2019

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*** **-** **** ****, Apt. **A, Bronx, NY 10475 ■ Cell: 929-***-****

EMAIL:: ■ LinkedIn: PROFILE:A computer and network services professional with extensive training in configuring and installing LAN, WiFi, mobile device management, desktops, laptops, printers and peripherals. With an accounting/financial services background, detail oriented, ethical and adept at providing great customer service to ensure user satisfaction are now my biggest strengths. Valid NYS driver’s license. CompTIA A+ certified. CORE TECHNICAL COMPETENCIES

Overview: Skilled at troubleshooting hardware and software issues. Able to install and support operating systems and applications, as well as manage and troubleshoot network connections and wireless networks. Technical skills include:

■ Networking -Active Directory fundamentals; DHCP and DNS Server; Group Policy management fundamentals; 802.11/ PAN/LAN design, configuration, and troubleshooting; Remote Desktop assistance; VPN, NAT, PAT and VLAN configuration

■ Software -Windows 10, 8 & 7; Windows image deployment through PXE; Mac OS X; Linux; Service Desk Plus; Spiceworks ; IOS; Android; MS Office 365; MS Server 2012 R2; VMware Workstation; Hyper-V ; Cisco Meraki Mobile Device management; MS Dynamics Great Plains; Fund EZ; SAGE; PeopleSoft

■ Hardware -Data encryption, backups, recovery, cleanups, and images; Mobile Device troubleshooting; PC/Laptop maintenance; Network Printer troubleshooting; Networking Cable management EDUCATION

Per Scholas, Bronx, NY April 2017- October 2017

Series A IT Engineer program - A comprehensive IT curriculum incorporating a unique combination of formal instruction and hands-on activities in a real-world working environment Cuny Lehman College, Bronx, NY May 2010

Bachelor of Business Administration

Specialization in Finance, Minored in Computer Information Systems EXPERIENCE

Fordham Preparatory School, Bronx NY December 2017- Present Help Desk Technician

● Provide level 1 and 2 technical support for 1200 users. Ensure quick resolution of user concerns to ensure classes run on schedule as much as possible

● Close 95% of trouble tickets on the first call without escalation

● Diagnose and resolve hardware, workstation and classroom audio/video configuration problems

● Arrange purchase orders for replacement parts or devices for staff or teachers

● Pushout images and software suites to end user computers through Service Desk Asset management system

● Troubleshoot, configure and test network hardware such as wireless access points, servers, routers and switches

● Creating and Managing Active Directory accounts on Windows Server 2012 Think Eco, New York NY May 2018-August 2018

Technical Specialist

● Provided support for the Con Edison SmartAC program helping customers by phone, email and live chat

● Handled variety of issues ranging from troubleshooting Wifi enabled smart plugs for air conditioners, application support and QA for the mobile and website interfaces

● Lead technical appointment sessions with customers for help with installations or troubleshooting issues with use of RDP or teamviewer.

Newmark, New York NY October 2017

Technical Support Consultant

● Participated in Rollouts, workstation transfers, inventory and recycling of old devices

● Imaged devices through PXE and USB

Fordham University Law School, New York NY September 2017 Technical Support Consultant

● Provided technical support to students during examinations where I troubleshooted Windows and Mac OS X laptops for Hardware, Software and Networking issues New York Life, New York, NY 2016 - 2017

Financial Services Professional

● Developed and implemented sales plan and managed all phases of the sales cycle-from prospect to close and ultimately followed-up support services

● Represented a full line of insurance and financial products, serving as a trusted adviser to businesses and individuals

Contract Work (Various Staffing Agencies), New York, NY 2015 - 2016 Accounts Payable Clerk

● Responsible for the full cycle AP process in temporary contract positions, filled in for coverage, vacations or unfilled A/P roles for a variety of companies

● Worked in both short-term and long-term assignments for nonprofit organizations, hospitals and other businesses

Morningside House Nursing Home, Bronx, NY 2013 - 2014 Patient Accounts Assistant Coordinator

● Processed and followed up on weekly Medicaid billing and monthly HMO billing for the Adult Day Care program, Skilled Nursing Facility and Long Term Home Health Care programs

● Provided Quality assurance by analyzing and correcting UB-04 forms for Revenue Codes, HCPCS codes, and matching Authorizations

● Processed, recorded and posted daily cash receipts for deposits (EFT, Cash, Checks)

● Responsible for handling each Residents accounts deposits, withdrawals and bill payments

(such as Utilities, shopping, trips, funeral payments and releasing funds to the family members upon death or changing facilities)


Fordham Preparatory School, Bronx NY August 2018- Present Assistant Football Coach

● Foster a culture of good sportsmanship, teamwork, responsibility and accountability while monitoring the student/athletes performance and progress both academically and athletically

● Coach Offensive and Defensive lineman on both the freshman and varsity level

● Develop and teach game plans and strategies for various opponents

● Create and run up to date drills which reinforce proper technique while maximizing player safety

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