Support Help Desk
Resume:
KIMBERLEY MONROE
Columbus, Ohio 43231
*********@*****.***
SUMMARY
Experienced and knowledgeable Information Technology Professional seeking
to contribute training and acquired skills within a Tier One Technical
Support and/or Help Desk 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
numerous software packages and operating systems. Skilled in providing
Customer and End-User Help Desk Support. Easily identify and resolve
technical issues and concerns.
Qualifications:
Technical help desk experience
Internet Browser IE9, IE8, IE7,Chrome, Mozilla, Vista
Computer applications
PBX Telecom
Information security
Knowledge of streaming video platforms
Graphic design programs
AS/400
Active Directory
Computer applications
Network improvements/repairs/upgrades
Windows 7 Upgrades
Vendor/Client relations
Data backup/retrieval
EDUCATION
Coastal Carolina Community College, Jacksonville, NC
TECHNICAL SKILLS
Microsoft Access, Excel, Word, Outlook Beginning and Advanced SQL Query
EXPERIENCE
Mediware Information Systems 06/2012 - Present
Provided computer help desk support via telephone communications with end-
users.
Performed diagnostics and troubleshooting of system issues, documented help
desk tickets/resolutions, and maintained equipment inventory lists.
Assist pharmacists and billers with medical, pharmacy claims
Continental Office - Columbus, OH 10/2010 - 12/2011
IT Analyst
Deploy new machines including laptops, desktops, setting up and configuring
hardware.
Handled configuration from XP to Windows 7 on existing machines
Blackberry, I pad, cell phone support
Backup server maintenance
Supported graphic design software
Discover Financial - New Albany, OH 03/2010 - 10/2010
IT Analyst
End User support for Discover Financial project Network connectivity
support and troubleshooting offshore support with VM ware
Call volume monitoring
Password reset for RSA token authentication Blackberry support
Lotus Note
Nationwide Insurance - Dublin, OH 10/2008 - 03/2010
Telecom Analyst
End User Support for Blackberry Enterprise User Wireless support for air
cards being deployed to laptops
Vendor contact concerning users billing for expense reports Password resets
for mobile devices
Blackberry Enterprise Server Administrator Siebel Assistance
VPN troubleshooting while maintaining proprietary security Lotus Notes
support
Windows NT/2000/XP support
Verizon Wireless - Dublin, OH 01/2001 - 03/2008
National Accounts Coordinator
Led team in new product rollout of the Motorola Q smart phone
End user support for high volume customers with 50,000 + line attainment
new and replacement equipment processing
Billing assistance with Vision systems Excel update monthly cancellations
Troubleshooting via email and call in
Customer advice while following the SOX and FCC regulations
ADDITIONAL INFORMATION
Coursework: Speech and Communication, Sociology and Psychology Professional
Development, Coastal Carolina Community College, Jacksonville, NC
Contact this candidate