Customer Service Technician

FEYAWNA HENRY

**** ***** ******, #*

Bronx, New York 10472

917-***-****? ********@***.***

LinkedIn:linkedin.com/in/feyawna/

Certified IT Professional experienced in supporting both PC & MAC operating

systems. Able to install, troubleshoot and configure applications. Manage

and troubleshoot network connections and wireless networks. Also, have

strong analytical abilities. Over five years of customer service

experience. Skilled in providing personalized care and service to the

public on technology trends and devices.

EXPERIENCE

Unisys Corporation (Insight Global) - New York, NY

11/2013- Present

PC Technician

Create and modify users in Active Directory, reset user's passwords. Join

and disjoin the domain for users. Perform PC and Wyse device deployments,

problem resolution, and inventory work. Provide first level contact and

problem resolution for all users with hardware, software and application

problems. Deploy and migrate desktop computers to Windows 7 operating

system. Assemble and dissemble PC's with single and dual monitors. Make

sure network connections are working with Ethernet cable. Map and install

printers to the network also, install locally. Install various drivers

for desktops, printers, and scanners. Break and fix maintenance, install

Microsoft office, Access, Outlook, PowerPoint, Citrix, Ivault and other

relevant programs. Install Oracle 11g, SQL and higher. Troubleshooting

employees PCs by using Remote Access software, technical support for 100

operating systems and maintenance via remote access. Transfer PST files

to the server.

MTA New York City Transit - New York, NY

7/2013- 2/2014

Network Technician Aide Intern (Pass# 7807171)

Assist field technical staff and responsible for data communications site

infrastructure maintenance, cabling, hardware and to ensure WAN

documentation is complete and accurate. Perform with in house technical

staff during projects that require BMC Remedy ticketing duties and

following detailed connectivity of Visio diagrams; equipment/rack layout,

hardware labeling and to perform upgrades and/or configure various

communication network hardware i.e.: SONET, ATM, ROUTER,T'1'S, SDLC, VLAN,

HDSL, CSU/DSU. Perform jack activation with Fluke network device. Analyze

network traffic with Wire Shark application. Also, assist control center

staff on computer based management systems, monitor and diagnostic systems

and other equipment utilized within NYC Transit's communications networks

including WAN and LAN data transmission fiber optic and other vital

systems. Duties include router configurations using layer three devices

such as, Cisco, Juniper & Nortel Juniper JNCIA-M or equivalent hardware.

Experience of network projects, troubleshooting, planning installation and

management to strict timescales. Also, perform Ethernet migration from

Token Ring devices to layer two switch devices such as, Avaya with Bayline

connectors and Cat 5,5e or 6 cabling. Test Fiber Optic cabling (Single mode

and Multimode) with OptiPro OTDR device for attenuation and dead space.

Praxis housing Initiatives - New York, NY

5/2013 - 6/2013

IT Intern

. Assisting with the break and fix maintenance

. Symantec Backup Exec 12.5 for Windows Server and back up reconfiguration

. Troubleshooting employees PCs by using Remote Access software, technical

support for 100 operating systems and maintenance via remote access.

. Assisted with the recalibration of the PBX/VOIP phones after hurricane

Sandy

. Helping set up PC equipment in other company sites

. Maintaining the inventory of hardware as equipment is acquired and

retired

. VOIP phone configuration

Igotittoo (Internship) - Brooklyn, NY

1/2013- 5/2013

Lab Manager/computer Technician

. Taught residents about the basic parts of the computer, the internet, and

computer security

. Performed daily scans of antivirus software, such as, Microsoft Security

Essentials and Vipre

. For tech clinic procedures: crack passwords, run PC recoveries, make sure

hardware and software function properly, install and run antivirus

software

Saint Ignatius School (Internship) - Bronx, NY

2/2013- 5/2013

Network Technician

. Troubleshoot specs with PC computers, Hp, Dell, MAC, and IBM

ThinkPad laptops.

. Configured network switches, routers and printers through secure WEPx and

SSID.

. Installed RICOH and Laser jet printers from the network. Installed

Microsoft office 2010 with USB and CD.

. Joined and Disjoined domain server, create accounts on the Active

Directory, run antivirus software, such as, Advance Care System. Worked

with Smart Boards i.e., orient/align image, set up smart tools software

settings and clean Smart Board filters for normal performance.

. Troubleshoot fax machines and NEC phones

EDUCATION

.

Delhi College - Delhi, NY 12/1997

Veterinary Technology (AAS degree)

Hunter College - New York, NY

8/2010- present

Major: Mathematics

Minor: Statistics and Computer Science

Per Scholas Institute for Technology - Bronx, N.Y.

2/2013

. CompTIA A+ Certified

. Network+ Certified

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