Customer Service Information Technology
Resume:
Marly Dantes
(CompTIA Network+ Certified)
*** ****** ***., ********, **, 11226 ● Cell: 646-***-**** ● Email:
*****.*.******@*****.***
LinkedIn: www.linkedin.com/in/mdantes/
TECHNICAL & PROFESSIONAL SKILLS
a. Hardware:
• Install, troubleshoot, and maintain all major components of
personal computers
• Troubleshoot and configure Blackberry, iOS, and Android mobile
devices
a. Software:
• Install and troubleshoot Windows Operating Systems from 2000
to 8.1; Can image and configure operating systems; Active
Directory
• Install, clone, and troubleshoot Mac OS X; automatically
configuring and troubleshooting software updates; Open
Directory
a. Ticketing Systems:
• ResolveIT at Citigroup
• Desk.com
• Possess knowledge of Microsoft Office Suite 2003/2007/2010 (Word,
Access, Excel, PowerPoint, and Outlook), and Blackberry Enterprise Server
• Misc. Application Proficiency:
Adobe Acrobat, Photoshop, Illustrator, WinZip, CSS/HTML,
Remote Desktop, Google Apps, GIMP, Inkscape, various iOS and
Android Apps
EDUCATION & TRAINING
Year Up – New York
New York, NY
Major: Information Technology; Graduation: 01/2013
• A year long program that provides 21 week intensive, hands on professional
writing and technical skills development, as well as a 6 month corporate
internship at leading New York City corporations.
JobCorps – ResCare
Brooklyn, NY
Major: Information Technology
Obtained the CompTIA Network+ certification
Became a Certified Customer Service Professional
SUNY Potsdam
Potsdam, NY
Major: English Communications; Credits Earned thus far: 70
Was pursuing a Bachelor of Arts degree in English Communications
PROFESSIONAL EXPERIENCE
Squarespace Inc
01/2013 04/2014
Customer Care Support Specialist
New York, NY
Providing 1st level help desk support for customers using the Squarespace web
hosting platform
Assist customers with advice and support by answering service related
questions related to billing, domain hosting, and general site queries
Maintain customer records by updating account information
Regularly giving advice regarding other services that would work well with their
web hosting account
Regular use of ticketing system Desk.com replying to 10 15 tickets an hour.
On a team that handles an average of 7,000 new cases a week.
Escalating issues when necessary by providing accurate details to help resolve
customer site problems
Providing support in a courteous, friendly, and accurate manner to provide a
great support experience for customers
Citigroup
08/2012 – 01/2013
Desktop Support Technician (Intern)
New York, NY
Support and ensure the stability of over 1,000 desktops (and growing) for the
Global Banking division including high level executives and support staff
Wipe mobile devices and desktops for reuse or disposal whenever needed to
ensure that all confidential information has been properly removed from the
system
Assist with the setup, maintenance and administration of Microsoft Windows
desktops whenever needed
Monitor an average of 10 trouble tickets on a weekly basis using the ResolveIT
system and respond in a prompt manner to ensure customer satisfaction
Install hardware and software to new or existing user workstations (using
Imaging software) while ensuring full functionality on network, printer, and
Application connections as well as perform subsequent workstation moves,
adds, or changes as requested
Westside Tompkins Senior Center
08/2010 – 01/2012
IT Technician (Intern)
New York, NY
Provided technical assistance to staff, which included resolving computer
malfunctions, configurations, installing and configuring networks as needed
Mapped printers to the network and ensure they functioned properly
Troubleshooting network problems whenever needed
Performed basic computer training for seniors, which included Microsoft Office
2010 applications (Word and Excel)
Contact this candidate