Customer Service Information Technology

Danielle Pierre

***-** ********* ******, ** ***** ? Cell: 347-***-**** ? Email:

******************@*****.***

PROFESSIONAL EXPERIENCE

Citigroup

**/****- **/****

System Administrator/Desktop Support

New York, NY

. Documented help desk tickets/resolutions, and provided overall assistance

in daily administration of Resolve It and Service Now

. Provided computer help desk support and technical training on

hardware/software to end users

. Managed the inventory of recruiting materials onto an Excel spreadsheet

and organize the equipment

. Managed extra equipment in stock and composed orders to dispose the asset

. Completed an overall number of 650 assignments assisting users with

upgrades of reimaging/building PCs, RAM, thin clients, monitors, tickets,

moves, as well as peripherals

. Managed Contractors as well as interns and assigned them to various tasks

. Surveyed floors effected by moves, to ensure that all equipment were in

its rightful place

. Performed set-up, break-down, and transport of agency equipment

. Performed various administrative duties such as respondent mailings to

support Users as well as my team

. Compiled literature, prepared mailing labels and envelopes, and disbursed

via postal service

. Accounted for and verified IBM equipment parts, assembled dongles,

adapters VGA's DVIs etc, and ensured they were properly packaged

. Successfully obtained and completed 4 Citi Courses

. Commuted to several different Citi Locations to assist different System

Administrative Teams

The Home Depot

03/2011 - 09/2012

Cashier/ Customer Service

Ozone Park, NY

. Assisted customers in purchasing their items by using the FIRST customer

service system

. Processed customers' transactions

. Provided support to customers in all department areas

TECHNICAL & PROFESSIONAL SKILLS

. Operating Systems: Microsoft Windows XP/Vista/7, Basic knowledge of

Microsoft Exchange

. Hardware: Laptops, Workstations, & Servers (HP, Dell, Compaq), Modems,

Network Cards, memory, Printers, scanners, and other peripherals, webcam,

wireless keyboards & mice, external and internal hard drives, optical

drives, video adapter, RAM, CPU, Power Supply, USB Drives, eSATA drives,

monitors, heat sink and fan, Dell, and HP

. Software: Basic knowledge of the computer languages Java and C++, of

Database Management using MySQL, and of web design using Dreamweaver,

ResolveIT ticketing system, Microsoft Office 2010 Suite (Word, Excel,

Access, Publisher, and PowerPoint)

. Maintenance: Computer assembly and disassembly; hard drive recovery,

installing motherboards, creating boot disks, partitioning and formatting

hard drives; disk defragmenter, installation of anti-virus, anti-spyware

and firewall; operating system installation; windows update, system

restore

. Ability to type 52 WPM

. Possess knowledge of Microsoft Office Suite 2003/2007/2010 (Word, Access,

Excel, PowerPoint, and Outlook)

. Bilingual - Proficient in Haitian Creole

. Hardware: Install, troubleshoot, and maintain all major components of

personal computers, laptops, and Blackberry

. Software: Install and troubleshoot Windows Operating Systems from 2000,

XP, Vista and Windows 7. Possess knowledge of Blackberry Enterprise

Server, Adobe Acrobat, Active Directory and HTML. Have ability to type 55

WPM

EDUCATION & TRAINING

Year Up - New York

New York, NY

Major: Information Technology; Graduation Date: 07/2013

. A year long program that provides 21-week intensive, hands-on

professional writing and technical skills development, as well as a 6

month corporate internship at leading New York City corporations. Courses

include Information Technology, Business Communications, Quality

Assurance, Financial Operations, Professional Skills, and Business Math.

. Member of the Year Up Outreach Program, which helps recruit future

candidates through site/school visits and cold calling

Lake Weir High School Graduation Date: 06/2010

Ocala, FL Major: Health Science

GPA: 3.9

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