Danny Palacios

304-***-****

Email: aca2d4@r.postjobfree.com

Associate's Degree in Applied Business in Information Technology in Applications

Summary Of Qualifications:

Dedicated customer service representative working with comprehensive data &

telecommunications. Very hard working, detail oriented, able to multi task through multiple

varieties of computer applications. Able to develop & maintain filing systems. I am adept at all

Microsoft Office Applications and several other computer applications & programs. I have a strong

willingness to excel & learn new tasks & programs. I am experienced in the Helpdesk – Tier 1 role.

I am knowledgeable in the following ticketing systems: Remedy & Right Now & have experience

with working with the AD Active Directory system.

Certifications:

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Microsoft Access

Desktop Publishing

Professional Experience for Potential Jobs that I have taken courses for in

college & have

experience with from Employment:

Service Desk Analyst

Help Desk Tier 1 Technician

Database Administrator

Customer Service (10+ years)

Education:

Oldham County High School 2000 2004

Lorain County Community College; General Studies (2004 2006)

Ohio Business College: Associate’s Degree in Applied Business in Information Technology in

Applications (ITA) (2006 2009)

Employment History:

IBM USDA Tier 1 Service Desk (Sept. 2012 Current)

While on this contract I obtained the following security clearances: Public Trust (MBI)

Job Duties

I answer inbound helpdesk calls for government & public sector workers & assist them with

technical computer issues. I work with the following ticketing systems: Remedy & Right Now.

When working with Remedy, if unable to resolve customer issue, I will forward the ticket up to the

next tier: 2. I also have experience with working with the following programs:

AD (Active Directory)

While in AD I can do the following:

Password (Windows) Reset

Disable/Enable user accounts

Complete a Bitlocker pin reset.

McAfee

Completing a Machine Recovery

Resetting users Encryption Password

Participant Service Representative on a

Government Contract

(FRTIB)

Active Network

Frostburg,

MD (May 2009 Feb 2012)

While working on a Gov. Contract, I took all inbound calls for government workers for their

retirement. I also assisted them with any questions/concerns they had about their account(s) &

also assisted them with filling out the appropriate form they needed for taking a loan or withdrawal

from their account.

ffice Assistant at The Abbewood

O Senior Living Community

Elyria, Ohio

(2007 2009) While

working as an office assistant, I would assist the elderly residents there by helping them get

around & also assisted them with playing games & filling out their menus for the week. I also did

paperwork & answered calls for the company.

Maintenance worker at Elyria Maintenance (Sept. 2006 March 2007)

I worked in a building that was in an office setting & I would clean the floor assigned to me. My

duties were to take out the trash & replace all trash cans with new bags. I also would clean the

restrooms on that floor, by vacuuming (all carpeted areas), sweeping, & moping the restrooms &

stairwells. I would also dust the entire work dpt.’s desks & computers, etc.

Busser & Room Service Attendant at Holiday Inn Elyria, OH (August 2004 Sept. 2006)

As a busser, I would clean & clear the tables in the dining room & also stock the necessities that

were needed in the restaurant: glasses, cups, & silverware, ect. As a room service attendant,

when guests would order food, I would take it up to their rooms for them.

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