Marly Dantes

(CompTIA Network+ Certified)

*** ****** ***., ********, **, 11226 ● Cell: 646-***-**** ● Email:

acdwl0@r.postjobfree.com

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)

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