Kirkwood Community College
Associate of Science in Computer Support Specialist
Diploma: PC Technician Completed
Cumulative GPA: 3.8
Minnesota State University, Mankato MN
Bachelor of Science: Elementary Education Completed
Cumulative GPA: 3.8
Diagnosis of desktop, application, networking and infrastructure issues.
Proficiency in the troubleshooting and resolution of all client queries.
Ability to communicate effectively with a wide range of customers.
Proven aptitude for dealing with customer complaints.
Able to identify cost-effective technical solutions that meet business needs.
Ensuring that all IT changes are managed so that they minimize downtime and risk of any inconvenience.
Knowledge of data encryption methods and implementations.
Working knowledge of major networking components & hardware components.
Installation and maintenance of all systems within a client’s digital environment.
Knowledge & understanding of backup technologies & disaster recovery methods.
Ensure adequate antivirus protection & solutions are maintained and updated.
Ability to monitor network performance to determine whether adjustments need to be made.
Fully aware of the importance of data security and relevant legislation.
Provided a stabilizing influence and promoted an excellent environment conducive to increasing efficiency, enhancing quality and strengthening financial results.
Participated and contributed equally while working in a group of projects at work.
Ability to get along with all levels of people and possess strong relationship building skills.
Built effective personal relationships and networks within the team, which contributed towards achieving organizational and team successes.
Strong organizational, administrative and analytical skills.
Ability to ensure all IT systems, infrastructures, server, networks and securities are running to an efficient level.
Improving margins and maintaining a high quality service to clients.
Ability to recommend and implement technological improvements and efficiencies.
Able to develop, coordinate, delegate and plan work activities.
Quick learner, possess a broad range of experience, highly motivated, and have the ability to work in structured and unstructured environments and initiating career awareness and self-monitoring on my overall progress.
The above details are true and accurate to the best of my knowledge. Given the opportunity, I will discharge my services to the best of your satisfaction.
TekSystems (Unity Point Health) Cedar Rapids, IA
IT Help Desk October 2014 – Present
Answer inbound calls and respond to E-mails from end users
Troubleshoot and diagnose hardware and software issues
Send tickets to tier 2 support
Remote connect to end users computers to assist troubleshooting
Reset passwords in active directory and other supported applications
Update Microsoft Sharepoint Knowledge base
Assist users with enrolling into Microsoft MFA
Personal Experience Cedar Rapids, IA
Game system technician Jan 2011 – October 2014
Inspect and troubleshot broken game systems
Run tests to determine defects
Visual inspection and cleaning of internal and external components
Manage inventory of supplies and replacement parts
Experience with removing and soldering components to a printed circuit board
Provide problem resolution and support for customers
Pearson Iowa City, IA
Technical Support Representative Tier 2 Mar 2014 – June 2014
Perform as a live escalation point for troubleshooting technical issues
Input and update service tickets in a timely manner
Take inbound support calls and make outbound calls to support customers
Act as a liaison between Technical Support Specialist and Technical Support Engineering
Review cases and knowledge base to assist customers and close tickets
Aerotek: Hancor Oelwein, IA
Laborer Sept 2010 – June 2011
Day Care Oelwein, IA
Supervisor of children June 2010- Sept 2010
Hormel Foods Austin, MN
General Worker/Bacon Mold Operator Sept 2009 – May 2010
Kato Engineering North Mankato, MN
Stator Winder Oct 2008 – Jun 2009
Jumpstart Mankato, MN
Jumpstart Core Member Sept 06 – Jun 07
Wal-Mart Mankato, MN
Cashier, Lawn and Garden Aug 02 – Aug 06
Rockwell Collins React Center
LEEP: Leisure Education for Exceptional People
Kids Against Hunger
An energetic, motivated and highly dynamic person with strong working skills and a broad range of hands-on and theoretical experience ranging in many areas. Adept at providing technical support and developing new processes through ongoing work, defect resolution and enhancement solutions. Expert in completing assignments within timelines. Articulate, demonstrating excellent interpersonal skills.
LEADERSHIP, PROBLEM SOLVING & RESPONSIBILITY
ORGANIZING, PLANNING & MANAGEMENT