Customer Service Computer Science

Daisy L. Bennett

? **** S. Calumet Ave Unit *N ? Chicago, IL 60615 ? 773-***-**** ?

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

Objective: To further develop computer technical skills and advance in an

Entry Level IT position.

Technical Skills

Languages Tools Operating Ticketing

C++ Microsoft Office 2010 Systems Systems

Outlook 2010 Windows REMEDY

C# Outlook Publisher XP SDE

Java Word 2010 Vista HEAT

UNIX/Linux Windows 7 SPICEWORKS

Excel

ASP.NET Windows 8

PowerPoint

Visual Studio 2005, 08, Citrix

10 Oracle

Microsoft.NET Kronos

2003 IDM

VisualBasic.Net

Active Directory 2003 &

MobileASP.NET 2010

CTI Toolkit Agent

XML Desktop(IPCC Phone)

HTML RSA (Key Fob

Authentication Manager)

Remote Assistance

Education

Governors State University, University Park, IL

M.S, Computer Science, May, 2012

Certificate in Information Security, May, 2012

B.S, Computer Science, December, 2009

Moraine Valley Community College, Palo Heights, IL

Certificate in Health Information Technology, February, 2012

University of Illinois, Springfield, IL

Bachelor of Science, Computer Science (August 2002 - October 2004)

Completed 40 semester hours

Kishwaukee Community College, Malta, IL

Certificate in Computer Aided Drafting and Design, May 2004

Emphasis in Architectural Design

Experience

Hometown America, Chicago, IL

Help Desk Support (End User First Level Support), (August 2013 - present)

? First Level Support Assistant.

? Provided remote desktop assistance to end users of Outlook and other

software applications.

? Managed application usage in Manage America, Back Office, and Active

Directory in connecting end users.

? Upgraded Operating Systems and equipment drivers from Windows XP to

Windows 7.

Northwestern Memorial Hospital, Chicago, IL

Help Desk Support, (June 2013 - August 2013)

? Assisted hospital staff with first level support.

? Performed remote desktop connections to assist users with technical

problems with Outlook and various

applications.

? Assists end users with credentials and login issues with Oracle, Citrix,

Kronos, Key Fobs, Primes and Outlook

accounts on campus.

University of Chicago Medical Center, Chicago, IL

Help Desk Support, (August, 2012 - January, 2013)

? Provided first level support to hospital staff and Biological Science

Division (BSD) staff.

? Troubleshoot hospital information systems and Biological Science Division

(BSD) PC/Server hardware and

software such as Outlook 2003 and 2007 environment.

? Remote installation and/or repair computer equipment, granted user

temporary rights to end users to download

software through Active directory.

? Assists end users with credentials and login issues with Oracle, Citrix,

EPIC, Kronos, and Outlook accounts

on campus.

Senior Lifestyle Corporation, Chicago, IL

Help Desk Specialist, (June 2012 - August 2012)

? Assisted first time users with log on information, reset or issued new

password in Yardi, application support

in Microsoft Office, Kronos, Crystal reports, and Email (exchange 2003).

? Utilized imaging through GHOST and performed setups on new computers for

newly obtained properties.

? Maintained call log and detailed description of problems and how solved.

? Performed remote desktop connections to address technical problems and

setup user profiles.

University of Chicago Medical Center, Chicago, IL

Help Desk Support, (April 2012 - May 2012)

? Assisted end users with PC's, hardware and software issues.

? Provided high level of customer support through documented calls in the

SDE (Service Desk Express)

ticketing system, provided detailed description of problems, and

appropriate severity level.

? Directed EPIC users to the appropriate application group.

? Issued and reset network passwords, VPN issues, and provided application

support.

Information Technology Services, Governors State University, University

Park, IL

Graduate Intern - Help Desk (September 2009 - May 2012)

?Answer 100+ phones daily and supported 10,000+ student, faculty and staff.

?Provided technical support and troubleshoot computer problems.

?Generate helpdesk tickets in the HEAT System regarding problems with

applications and accounts.

? Utilize superior customer service by acting as a liaison between customer

and internal support staff to ensure

accurate problem interpretation.

? Assist with delivery of computer equipment, computer components for

setup, and using Ghost (General

Hardware- Oriented System Transfer) for cloning while staging new or

reused machines.

? Handle desktop support such as computer moves, installing RAM/drivers,

VPN Clients, video cards, NIC

cards, dual monitors and software installation from the server.

Department of Energy, Argonne National Laboratory, Argonne, IL

Computer Science Intern (May 2009 - July 2009)

? Collaborated on the design and development of Barcode-based Laboratory

Information System (BLIMS),

Biosciences division.

? Designed and developed a web application, chemical ordering system, and

an online ordering page.

? Assisted in the design of the user interface.

Department of Energy, Argonne National Laboratory, Argonne, IL

Computer Science Intern (May 2008 - August 2008)

? Team development and implementation of a PDA (Personal Digital Assistant)

with MCSG (Midwest Center

of Structural Genomics) cloning and purification databases.

? Continued design of PDA with functionality as a web page and updated

mobile web pages for PDA.

? Upgraded PDA interface for common web task.

? Designed and added a protocols menu for better functionality.

Department of Energy, Argonne National Laboratory, Argonne, IL

Computer Science Intern (May 2007 - August 2007)

? Project continuation- PDA with MCSG cloning and purification databases

? Designed mobile web pages for PDA.

? Aided in the design of PDA with functionality as a Web page.

? Upgrade PDA interface for common web task.

? Work with scientists to implement application in the laboratory.

University of Illinois at Springfield, Office of Records & Registration,

Springfield, IL

Records and Registration Clerk (August 2002 - October 2004)

? Enforced FERPA guidelines and regulations related to student records and

enforced all policies and guidelines

implemented by the university.

? Conducted student enrollment verifications and trained students on access

and use the university's online web

registration system.

? Processed transcripts requests, student petition, and assigned advisors

to the student population.

? Teamed with staff and faculty from various departments to resolve student

registration and records issues

? Revised existing forms to be more efficient for staff use.

? Worked closely with the Registrar on projects and other registration and

record materials.

? Assisted and trained student workers on the issues of the university's

two relational database system (ISIS and

the SCT Banner) and customer service.

? Aided in improving registration forms for student use.

? Crossed trained on the admissions process for potential and current

students.

? Helped maintain filing in the records room as well as performed general

office duties.

? Delivered documents from the Office of Records & Registration to

department heads.

? Provided a high level of customer service during peak registration

periods.

Lane Bryant, Ford City Mall, Chicago, IL

Sales Associate (October 2005 - October 2010)

? Provide high level customer service, marketing, and sales.

? Trained and assisted sales associates to address delicate situations and

client satisfaction.

? Developed floor sets, set windows with signs and dressed manikins.

? Maintained store floors, windows, dressing rooms.

? Maintained clientele through referrals of satisfied customers.

Professional Affiliations/Activities

-Sigma Gamma Rho Sorority, Incorporated

-March of Dimes

-HIV/Aids Awareness

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