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Customer Service Desktop Support

United States
October 24, 2018

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Manythia T. Caldwell

**** ******* ******, **** *******, Arkansas 72301 Phone: 870-***-**** Email:

Career Objective

To obtain an entry level IT position in a diverse technological environment that allows me to utilize my knowledge of networking and advanced computer operation. Furthermore, this position will allow me to enhance my skills through work experience, while assisting the company’s success and overall growth.


University of Memphis, December 2020 (Expected) Memphis, TN


•Bachelor of Science Engineering Technology (Currently Pursuing)

Related Coursework

Manufacturing Processes

Graphics/Descriptive Geometry (AutoCad)

Computer Programming (C++, Bloodshed), (Eclipse, Java, MySQL)

Engineering Communications

Principles of Supervision

Statistical Quality Improvement

Mid-South Community College, West Memphis, AR

Networking (Cisco)

•Associate of Applied Science, Information Systems Technology

Graduated: May 2013 GPA: 3.16

Mid-South Community College, West Memphis, AR

Information Systems Technology

•Certificate of Proficiency Network Associate

•Certificate of Proficiency Micro-Computer Repair & Upgrade

Graduated: May 2012

Professional Profile

•Networking (including, but not limited to: installing/building Cisco routers, switches, hubs, servers, racks, cables, firewalls, LAN, WAN, DNS, and TCP/IP)

•Experienced with various OS including Windows XP/Vista/Mac Microsoft Office expert

•PC, laptop and printer troubleshooting diagnostic and repair including software and hardware support

•Repaired 25 various Apple Mac Books i.e. the Mac Book J79 & J80G and HTC phones & tablets

•Implemented Quality Inspections

•Led and audited 14 repair technicians

•Excellent Customer Service

Employment History

Desktop Support Specialist

September 2017(contract)-Present FedEx (Vdart), Memphis, TN

Create new user accounts using active directory, setup new email account on exchange server as well as trouble shoot blackberry issues

Provide desktop and laptop support for system refresh project, supported users on setting up multiple network printers, managed hardware and software failure due to viruses, network cabling and termination

Established remote connectivity using Remote Connection.

Maintained accurate repair records and documented all maintenance performed using PeopleSoft Nexus ticketing system.

Conducted company-wide upgrade of users PC's and laptops to Windows 10 and Microsoft Office 2016

Level II Repair Tech

June 2018-August 2018(contract)

FedEx TechConnect (Volt), Collierville, TN

Troubleshoot and repair SF61 hand held scanners.

Level II Technician

August 2013(portion contract)-September 2017

Flextronics (Aerotek), Memphis, TN

May 2015, I was hired permanent with Flex as a Level II Diagnostic Lead which performs a series of tests in order to replicate the customer's problem, orders parts for repair, administers work to tech while answering questions and assisting techs in repair as needed to ensure that the unit passes testing and quality inspection.

Test Engineer Technician

November 2015-December 2015(contract)

Regenesis (Volt), Memphis, TN

Employed through Volt, trained to repair HTC mobile devices such as phones including models M7, M8 & M9 and tablets. Accountable for verifying customer's phone's problem description by running multiple tests and ensuring the device's functionality before opening it up. Components such as an antenna, battery, LCD screen, keypad, buttons, camera, USB charging ports, etc., may require replacing to regain original performance.


January 2012-May 2012

West Memphis School District- Technology Department

Communicated with clients based off their need of service, then traveled from office to site. Installed software, updated drivers and operator systems, fixed printers, connected SMART board to laptop, adjusted settings and configured to LAN. Documented repair of troubleshooting steps in order to properly diagnose and address the issue.

Soft Skills

Hardworking, goal oriented, dependable, can work under pressure, can multi-task, dedicated, fast learner, will work as a team or individual, can work at rapid speeds to meet any deadline without jeopardizing the company's needs and or values.


Available upon request

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