Joan S. Napoles

**** *. ********, *******, ** ***47

773-***-****

acdtic@r.postjobfree.com

www.linkedin.com/in/joannapoles

Objective

To seek a position where I can expand my technical knowledge and effectively utilize my communication skills, customer

services skills, and educational experience.

Professional Experience

Smithbuckin Help Desk Support Technician Chicago,IL September 2013 Present

● Use Active Directory to help users access files

● Manage laptop upgrades

● Provide technical support over the phone,via email, and onsite

● New hire Set up

● Video Conference Set up

● Image desktops and laptops

● Update inventory system

Google Client Support Technician Intern Chicago, IL February 2013 July 2013

● Provide clients one on one technical support

● Maintained loaner devices as well as image them every 30 days

● Take ownership on providing high quality service / accurately and efficiently provided high quality service

● Explain clients the root cause of their technical issues

● Created website to help future IT interns at Google

Independent Consultant Chicago, IL September 2012 Present

● Fixed hard drive failure

● Recover data from non working system

● Troubleshoot software malfunction

● Install and update antivirus programs

Skills

Leadership Mobile Devices: Android and Iphone

Microsoft Office Suite Desktop Troubleshooting: Windows (XP,7,8), Mac (10.8.3), Chrome OS

Data Entry Bilingual: Spanish and English

Active Directory

Education

Harold Washington College

● GPA 3.00

● Expected Graduation May 2015

● Computer Information System Certificate

Year Up Chicago, IL July 2013

Year Up is a not for profit organization that helps young adults between the age of 18 24 achieve successful careers in IT

● College level course include information technology, business communication, and professional skills. Earning a

Computer Information Systems Certificate through Harold Washington College

Accomplishments at Year Up

● Translate Year Up flyers to Spanish

● Participate in CanTV talking about my life at Year Up in Spanish

● Leadership Award

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