Customer Service Technician

DAWN CUTTER

** **** ***, ******** ****, NJ ****2(C) 973-***-**** **********@*****.***

Professional Summary

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a

Tier Three Technical Support and/or Administrator role . Work well independently, or in a group setting providing all facets of

computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of Active

Directory, Group Policy, Windows Server 2008 and 2003.numerous software packages and operating systems. I am skilled in

providing customer and end-user Help Desk Support. Easily identify and resolve technical issues and concerns. I possess

excellent communication and presentation capabilities.

Skills

A+ Active Directory, group Policy, Barracuda backup systems,

Autodesk Arc serve, Backup Exec, DNS, DHCP, Cisco POE

N+

Customer service expert Phone Systems, FrontPage, FTP GroupWise 5x, Heat, Intel

Analytical and critical thinker LAN Desk, Lotus Notes 4.6,Jetadmin, Sophos AV, McAfee

Knowledgeable in Mac systems Helpdesk, Mastercam, MS Office, McAfee Antivirus, Nida,

Novell Directory Services, Norton Antivirus, PC Anywhere

Proficient in Antivirus software

Skilled in TCP/IP and WAN Peregrine Service Center, Pervasive 7.0, RSA Secure ID, SAP

Effective multi-tasker 6.1, WINS

Team player

Work History

Network and Computer Technician 10/2008 to 07/2013

Career Institute of Technology – Easton, PA

Provided base level IT support to non-technical personnel within the business.

Managed call flow and responded to technical support needs of customers.

Installed software, modified and repaired hardware and resolved technical issues.

Resolved customer issues in a clear, courteous and straightforward manner.

Identified and solved technical issues with a variety of diagnostic tools.

Activated accounts maintained Outlook accounts within Active Directory.

Remained up-to-date on the latest technologies and solutions applicable to company products.

Server Administrator

Carolan Packaging 04/2006 to 07/2008

• Microsoft Server 2003 Installation and migration

• Exchanged 2003 Installation and implementation

• Desktop Windows XP installation

Desktop Technician III 07/2000 to 02/2006

AlpahNet Solutions

• Helpdesk and desktop support technicians in a 3,500 user environment.

• Implemented a new Helpdesk application with reporting tools for daily and weekly reporting used to evaluate efficiency of

• Technical personnel.

• Contract billing of technical staff and parts on a monthly basis. Scheduled training for the technical staff.

Created technical documentation for the entire team to use as a standard. Oracle 8.06 testing and implementation

• Created technical documentation and procedures for rollout of the application. Installed and configured the HRizon and

Oracle to work under the windows 2000 environment

• Service Center implementation

Education

Certified Computer Electronics Technician 1995

Dover Business College - Dover, NJ

Certified Electronics Technician

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