Torrence Hayes

**** *. ********* **** ***# ****

Las Vegas, NV 89115

ac8q3n@r.postjobfree.com 202-***-****

Skills

Software: Microsoft Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word); VTC, Microsoft Windows Operating Systems 2000, XP, Vista, and Windows 7-10; Norton Ghost; Checkpoint/Endpoint/Pointsec/FileVault Encryption; installing drivers; installing soft, pki, and device certificates; SharePoint; basic HTML, blogs, and wikis; basic understanding of database and SQL

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Mac OSX; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; BlackBerry configuration

Support: Helpdesk/desktop: escalation and documentation on ticketing system, customer service support (email, phone, and in person)

●Certifications: Apple Certified Mac Technician

Experience

November 2018- Current

Employment Gap

-Freelance Technician work

● iPhone/Apple repairs

● Accessing Apple GSX in order to directly order parts for repair

● Computer refreshes/virus removal

ApTask

Reston, VA

Solutions Specialist (Short Term Contract)

June 2018 – November 2018

•Configured, deployed, maintained, troubleshoot, set up and repaired both Windows 7, 10 and Mac OSX.

•Installed, troubleshoot and maintained various software such as Microsoft Office Suite (Access, Excel, PowerPoint, and Word), Office 365, Norton Ghost, SharePoint, Skype, etc.

•Used Service Now ticketing tool to update, track and log incidents and requests by end users.

•Used Active Directory to manage user accounts such as adding/removing users, resetting passwords, granting permissions, etc.

•Used SCCM for remote control, patch management, operating system deployment, network protection, etc.

November 2017 – May 2018

Employment Gap

•Looking for opportunities

The MITRE Corporation McLean, VA

Desktop/Helpdesk Analyst Tier II July 2016-October 2017

Used Cherwell Management system in order to successfully receive and control the status of daily assigned tickets.

Was apart of the help desk team that received the 2017 HDI Team Excellence Award for excelling in customer service and operations.

Used WebEx applications in order to enable VTC capabilities for the end-user.

Used Reservations system in order to view and troubleshoot scheduled VTC meetings.

Answered an average of 25 daily customer calls in order to help reach the targeted goal for the day.

Implemented device, pki, and soft certs onto government Checkpoint Encrypted Mac and Windows machines in order for customer to be able to access network and send/receive encrypted emails.

Inserted work machines onto a MAB (Mac Auto-Bypass) in order for machines to have direct access to MITRE network.

Soft-shelled with networking team on testing network ports using Fluke devices to complete the process of a newly added building on-campus.

Assisted with the access of shared folders and shared drives on the network in order for customer to be able to upload and access company shared data

Offered in-person help at campus based Solutions Café. This allowed customers to walk-up with technical questions or issues and have them resolved in a more efficient manner.

Long and Foster Real Estate (Headquarters) Chantilly, VA

Help Desk Technician December 2014-July 2016

Uses Web Help Desk ticketing system daily in order to successfully create, manage, and route tickets to the correct locations.

Answers on average about 20-30 calls daily from remote or at the office users with issues such as software, hardware, server, network, etc.

Uses a remote assist software called GoToAssist in order to successfully troubleshoot user’s technical issues remotely. Resolving issues such as mapping printers to computers, running virus scans, installing/upgrading software and Internet browsers.

Created a positive customer support experience and builds strong relationships through deep problem understanding, and ensuring timely resolutions.

NIH/Dell (National Institutes of Health) Bethesda, MD

Network Support Specialist/Help Desk Analyst March 2014-August 2014

Used Remedy Force ticketing system daily in order to successfully create, manage, and route tickets to the correct locations.

Created a positive customer support experience and builds strong relationships through deep problem understanding, and ensuring timely resolutions.

Answered on average about 20-30 calls daily from remote or at the office users with issues such as software, hardware, server, network, etc.

Used NIAID Active Directory in order to create AA accounts, enable remote access for users, unlock user accounts, and reset user passwords.

Installed VPN along with other software applications such as Windows 7-8, Adobe AcrobatXI,

Java, and Active Client onto user’s Dell and HP laptops in order for paramount performance.

Neustar, Inc Sterling, VA

Jr. Unified Comm. Tech August 2013- January 2014

Created phone extensions for company new hires to provide ability to successfully make 4 digit internal and external calls.

Updated active directory settings for multiple users, on national platform, to have them in the company’s system.

Set up eCAS accounts for company new hires to facilitate tracking and each user’s “call accounting”.

Inputted tasks/roles into SharePoint for Unified Communications in order for successful completion.

Updated settings and configurations within SharePoint. Which enabled technicians to use tools successfully.

Inputted useful links and documents into SharePoint to enable successful productivity for Unified Communications team.

Configured conference bridge settings.

Used WebEx applications in order to enable VTC capabilities for the end-user.

Education

Year Up / Northern Virginia Community College Arlington, VA

Information Technology Training March 2013 – Present

Enrolled in a leading national career development program with 250 corporate partners. This program currently graduates 1,500 students annually across ten cities. The one-year program includes college-level coursework, career training, and a six month corporate internship.

With a very strong focus in Information Technology, the program prepares students primarily for roles in desktop support, IT help desk, and business operations. Completed and mastered coursework in computer networking, computer troubleshooting and repair, business writing, professional skills, personal finance, customer service, and critical thinking.

Earned 18 college credits in Information Technology and English in partnership with Northern Virginia Community College

International Air & Hospitality Academy Vancouver, WA

Hospitality Management October 2011- June 2012

An extensive nine (9) month Hospitality Management training program that provided the necessary tools to successfully enter, advance, and prosper in the Hospitality industry.

This is an accredited institution which offers and provides students 59.00 credit hours with a focus on specific courses and subject matter related to the industry. Completed courses included Ethics and Responsibility, Event Management, Front Office Management, General Management, Guest Services, Hospitality Marketing, Security and Loss Prevention, Sanitation and Food Preparation, and Beverage Control.

Graduated in June of 2012 with a certification in Hospitality Management.

Apple, Inc Annapolis, MD

Tech Repair Specialist April 2018- Current

Successfully completed training course for specific device repair process.

Performs repairs on iPhones that ae experiencing issues with battery and function.

Troubleshoot, diagnose, and perform specific repairs of iOS devices.

Record all repairs accurately to maintain service and inventory part accuracy.

Develop product knowledge and research required information using all available tools and resources.

Perform additional support like check-in duties or service functions as needed.

Volunteer and Leadership Experience

Big Brothers Big Sisters Foundation Vancouver, WA

Facilitator May2012 – June2012

Assisted with the “Bowl for Kids’ Sake” benefit in Vancouver, Washington. Team successfully raised $5,000 for underprivileged children in the Washington State region.

Georgetown Case Study Competition Washington, DC First Place Winner May 2013

The Georgetown Case Study Competition consisted of 16 teams of students that were presented with a past case study that had to be broken down and presented. Our business plans had to be presented to a panel of judges, including entrepreneurs, corporate leaders, and Georgetown McDonough School of Business faculty. Leading up to the event, numerous undergraduate student coaches from the Georgetown Association of Minority Business Leaders and Entrepreneurs (GAMBLE) mentored students as we prepared our business plans.

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