Technical Support Software

MILDRED MUGOCHEKI

**** ***** **, *********, ** **660

Home #: 360-***-****

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

Experience:

Nlight Photonics Inc., Vancouver, WA (Nov 2010 to Present)

Desktop Support Professional

. Installs, tests, and maintains a variety of personal computing of

software systems, with LAN connectivity

. Performs diagnostic tests, modifies or repairs hardware to the

board or component level

. Implements computer replacement systems

. Provides support via phone, email, gotomeeting, and in-person

. Extends support to traveling and remote user at other plants

worldwide

. Responsible for imaging and backup of business critical computers

. Acts as a customer representative/coordinator for the HelpDesk

between end-users and IT Team

. Establishes and maintains a parts inventory for personal computers,

as well as other supplies and computer center-related materials

. Provides current trend IT support and is prepared to make

recommendations

. Creates images for standard computer and as backups for critical

equipment controller computers

. Provides both IT and end-user support documentation

. Responsible for Active Directory, MS Exchange new user updates and

maintenance

. Responsible for shared folder assigning of permissions and general

security

. Provide troubleshooting and act as liaison for smartphone users and

phone service providers

. Responsible for setting up extensions, handsets and maintenance of

VOIP phone system

. Support replacement systems of computers for various manufacturing

floor tools and machines

. Assist in providing specialized troubleshooting to some of the

laser manufacturing applications as needed

Educate-online Inc., Baltimore, MD (Dec 2008 to Apr 2010)

Technical Support Representative Tier 2

. Conduct remote tech support for internet connectivity to clients

(parents & students across country) of varied computer aptitudes;

. Recommend troubleshooting options for PC hardware & software issues

with OS Windows 2000, XP & Vista;

. Advise 1st tier technical support on propriety software

troubleshooting to provide successful interactive environment;

. Verify student contact information and assist in the planning of

student session schedules;

. Utilize footprints ticket system to prioritize and document

tickets;

. Advise clients on tutoring program milestones, expectations and

benefits as required;

. Resolve logistics issues from address verification, shipping and

replacements of PCs and parts;

. Coordinates with various departments for resolutions to specific

issues for clients during the program;

. Consult with 3rd tier technical support and team leaders;

New Avenues for Youth, Portland, OR (Apr 2008 to Jul 2008)

Desktop Support Specialist

. Installing & configuring desktops & laptops with Windows 2000, XP &

Vista at multiple sites;

. Monitoring and maintaining 90+ PCs and network hardware;

. Troubleshooting Windows Server 2003, MS SharePoint, MS Exchange,

Terminal Server problems;

. Assisting managing crisis situations (or referral to third parties,

if appropriate);

. Acquiring and replacing parts as required;

. Providing procedural support and documentation for staff training

and IT knowledge base;

. Administration of network applications including proxy and firewall

servers;

. Setting up new users workstations and access information;

. Performing computer system rebuild and imaging;

. Prioritizing and managing open cases for 'ticket system' and

finishing tasks on schedule;

. Provide support for the organization internal phone system;

. Setting up required IT equipment for various events;

. Acting as Primary IT contact in the absents of IT director;

Jackson Hewitt Tax Service, Vancouver, WA (Dec 2006 to Mar 2008)

IT Technical Support

. End-user installation, troubleshooting & administration of +100

desktop PCs with WIN XP & 2000 OS;

. PC Deployment and Kiosk setup / Kiosk Tear down and proper PC

storage;

. Troubleshooting and installation of peripherals (camera, printers,

modems & routers);

. Provide on call response for emergencies, to more than 30 sites;

. Respond and update tickets posted on the Ticket system (helpdesk

pilot);

. Attend to phone and DSL installation;

. Install and maintain dial-up, and wireless internet connections in

kiosks;

. Install, maintain and troubleshoot Ethernet networks;

. End-user installation, management and troubleshooting of Jackson

Hewitt in-house software;

. Assist in the creation and management of a knowledge base (FAQs);

. Inventory capturing and maintaining of inventory database;

. Support field staff with any ad-hoc Technical issues;

Media Monitoring Africa, Johannesburg, South Africa (Jul 2007 to Feb

2008)

Content Editor

. Ensure optimal function of MMA's three current websites (check

broken links & content errors);

. Upload content on the website from word-processing documents;

. Research and advice on purchase of modules to increase web

functionality;

. Assist as technical assistant on production of functions and user

specification of MMA software;

. Check and Debug the software;

. Consider content that can be added to enhance the user-friendly of

MMA websites;

. Assist in the design of new websites for MMA software;

American Consulting Group, Vancouver, WA (Oct 2006 to Nov 2006)

PC Deployment Technician

. Unpacking new desktop PCs and setting them up;

. Testing, some configuring, and re-packing of old PCs for shipping;

. Interact with desktop support, asset control and the user community

to fulfill deliverables in a reliable and professional manner;

. Making sure all PCs get deployed on time with minimum interruption

to office operation;

. Take accurate inventory of all electronic equipment on a site;

International Medical Corps, Freetown, Sierra Leone (Feb 2002 to Jun

2002)

Computer Specialist

. Responsible for operation, configuration and performance of the

network;

. Trouble shooting and configuration of Hardware and software;

. Administering computer and network security;

. Performing tuning, monitoring and routine scheduled maintenance of

the computers;

. Data analysis and preliminary database design;

. New hardware and software evaluation;

. Procurement of hardware and software;

. Data modeling and optimization of health reports;

. Capacity planning and sizing of the network;

. Environmental documentation;

. Develop effective backup and recovery strategy;

. Computer training for local staff;

Education:

Previous Studies:

Active Directory 2008 for Support Professionals

(Dec 2012)

Bachelor of Science in Information Technology

With Business System Analysis Concentration (current GPA - 3.72)

University of Phoenix; USA;( June 2009 - May 2012)

Business systems, Fundamentals of business system development I,

Project planning & implementation, Database concepts, Management

information systems, Fundamentals of programming with algorithms &

logic, Web design I, Web design II, Technical writing fundamentals,

SQL for business, Network & telecommunications concepts, Java

programming I, Java programming II, Application Implementation,

Introduction to OS, Fundamentals of business system development II,

System analysis tools, Project planning management

Certification in ITIL V3 Foundation

(May 2010)

Undergraduate Diploma in Computing

University of Oxford; Oxford, UK; (Nov 2006)

Basics of Hardware and Software, Data and file structures, Databases

and Networks, Computer Architecture, Algorithms and control

Structures, Introduction to software design, Concepts of programming,

Human Computer Interaction, World Wide Web, Multimedia Applications,

Aids to Decision Making, Introduction to Systems Development, System

Analysis, Frontiers of Computing

Diploma in General Computing

International Institute of Computer Studies; Monrovia, Liberia; (Aug

2000)

Computer Awareness ; MS DOS 6.2; Microsoft Windows '9x; MS Excel; MS

Word; Word Perfect; Dbase IV/Access Application; QBasic Programming;

Dbase IV/Access Programming.

Diploma in PC Maintenance and Networking (examinations not taken)

Macmaine School of computing; Harare, Zimbabwe; (Feb 1999)

UNIX, Operating Systems, Networking Essentials, Windows NT server, PC

Engineering and Maintenance

Skills:

. Efficient with MS Office 2007 & 2010, Windows XP & 7, and MOSS 2007

. Basic Java and SQL programming

. Good team coordination skills

. Can work in a multi-cultural environment

. Exceptional Interpersonal communication skills

. Able to work under pressure and can handle multiple tasks

. Can work with little or no supervision

. Good sense of humor

Contact this candidate