Customer Service Technical Support
Resume:
Jennifer Wallace
*******@*****.***
Objective
IT tech available for long term IT position.
Benefits
* Excellent trouble shooting and analytical skills
* Proven leadership capabilities
* Superior client care
* Employer conscious
* Exceptional performance in high stress environments
Education
Phi Theta Kappa
Vice President's List
Rend Lake College 2010-2013. Currently pursuing dual Associates in Applied
Science Degrees in Information Technology and Cellular Technology.
IT Degree to be completed December 2012. Cellular Technology Degree
December 2013.
Occupational Certificates - (Not to be confused with Industry or Vendor
Certification.)
*Cisco Routing and Switching - Acquired by completing Cisco Discovery 1-4.
*Computer Maintenance - Acquired by completing Computer Maintenance,
Operating Systems and Windows Professional.
*Wireless Communications Technology - Land Based Communications Systems -
Network Fundamentals, Network Router
Technology, Introduction to Communications, and Land-Based Communications
*Windows Certification (will be complete December 2013) - Network
Fundamentals, Windows Professional, Windows Server
Employment
* Help Desk Technician and Infrastructure Management - Deconn Technical
Services, San Diego California
December 2012 - Present
Help Desk technician providing remote support to Deconn Clients
Infrastructure management using Labtech, StorageCraft, Fortigate, VMware
vSphere, ESXi, Citrix Xen Server and Channel Cloud
* Help Desk Techician - Hyatt Hotel Technology Group
June 2008 - June 2009
Enterprise environment. Used remote desktop software to: Basice Network and
Server administration; remove viruses and spyware; troubleshoot general
computer problems; install software; perform remote data backup; configure
printers; configure network devices; perform security audits; provide basic
computer training; provide other support services as needed.
* Forum Administrator - phpFoX (Sweden) - social networking software co. -
December 2007 - July 2008 - project ended
Hired through oDesk.com
Moderating threads - moving, closing, etc, managing
users, adding new moderators, enforcement of forum rules, resolving
disputes between users, mod programmers and buyers, editing wiki,
streamlining and maintaining forums for the best user experience and
positive image for company. Also provided sales, product and customer
support for the company.
* Administrative/Social Media Marketing Assistant - private individual out
of Denver
November 2007 -
Hired through oDesk.com
Creating accounts on social media sites, adding content.
* At Home Professional Mentor/Team Lead, Cloud 10 - T-Mobile Project
August 2007 - June 2008
Trained AHP's, (At Home Professionals) in providing excellent customer
care for the leader of customer care in mobile technology, evaluated
certification calls, assist AHP's on the job, research and answer
questions and keep them motivated to do a great job.
* At Home Professional - CSR, Cloud 10 - TALX Project -
October 2006 - August 2007
Project only available to 'A' candidates.
Handled various confidential transactions for clients' customers from home,
using
computer, high speed Internet connection and telephone line. Working
with customers via telephone, email or Web chat in order to provide
information about products and services, to take orders or solve
problems.
Promoted to Mentor - assisted in training of new At Home Professionals
and assisting them on the job, motivating them to work hard,
researching client issues to provide timely, and knowledgeable
resolutions to At Home Professionals
* Student Worker Information Systems, Rend Lake College
January 1997 - August 1997
Diagnosed/resolved technical problems related to use of computers,
printers and related technology. Installed and configured computers and
printers on the campus
LAN Installed network cable terminations & connectors and troubleshooted
networking cabling problems. Performed hardware upgrades related to
processors,
memory, hard drives etc. Upgrade/replaced client software and operating
systems. Provided technical support to end-users.
Established and maintained positive relationships with staff. Performed
related duties as assigned by the Director of Information Services.
* Level II Technician/Technical Support Supervisor, Midwest Internet -
March 1996 - August 1997
Provided level II technical support via phone, email, chat and on
customer's site, troubleshooting pc and internet connectivity issues.
Trained technicians and conducted performance evaluations. Acted as
liason between network operations, systems, management and technical
support.
* Channel Service Administrator, The Undernet IRC Network
April 1995 - August 1997
Volunteer Position for the second largest IRC network, 8-14 hours a
day, a minimum of 5 days a week, providing the first of virtual
technical support and customer service, troubleshooting various
channel service, pc, internet and irc related issues for hundreds of
network users each day. Registered channels, trained cservice helpers
and channel managers, handled channel management disputes.
Summary of Other Qualifications/Skills
Private Investigator and Security Training
Personal Trainer and Yoga Instructor Training
Contact this candidate