Manager Technician

Andraneka Townsend

Phone: 901-***-****

Email: **********@*****.***

Profile Summary:

IT Desktop Support Technician with a broad understanding of computer

hardware and software, including installation, configuration,

troubleshooting, and support.

Education/Certification:

Certification:

CompTIA A+ Certification

CompTIA Healthcare IT Technician Certification

CompTIA IT Professional (Network + in progress)

Microsoft Certified IT Professional (MCITP): Windows 7 in progress)

ITT Technical Institute, Cordova,TN, 09/2005

Associate of Applied Science - Information Technology/Computer Networking

Professional Skills:

Hardware Skills Software Skills Business

Skills

PC Repair Microsoft Office Suite

Supervisor/Management

PC Troubleshooting Windows XP Customer

Service

PC Maintenance Windows Vista Email Support

Network Troubleshooting Active Directory Phone

Support

Clonezilla Live Chat Support

Remedy Remote Access

Norton

McAfee

Work Experience:

Level One Repair Technician 04/14-current

Synnex/Staffmark Olive Branch,MS

Re-imaged Dell's and ASUS's laptops/tablets via Clonezilla live w/ Windows

7.

Performed PC Doctor on 17 unit concurrently to test the functionality.

Inspected each unit for cosmetic damages and order necessary parts for

repair.

A-Z Repair Technician 10/13-12/13

Flextronics/Areotek Memphis,TN

Troubleshooted and resolved Lenovo's laptop LCD monitors, motherboard, and

hard drive failure that were under warranty.

Performed quick checks to attempt to resolve hardware problems. If problems

were not able to be resolved, we performed more intrusive troubleshooting

before replacing any defective parts.

Initiated repairs by ordering/replacing necessary parts, updating the BIOS,

firmware, and applying system updates.

Repair Technician I Contract 08/12-10/13

FedEx TSC/AppleOne Memphis,TN

Handled MC95 scanners and determine if it is a hardware or software issue

and log notes in company database.

Replaced malfunctioning hardware with power tool/hand tools and make any

necessary upgrades.

Collaborated with appropriate department for changes in Mac address and

Serial number.

Assistant Store Manager 06/10-07/11

Family Dollar Memphis,TN

Assisted the Store Manager in ordering merchandise, creating schedules and

interviewing/ hiring process.

Supported Store Manager with record keeping including: payroll, cash

register deposits, and receipts.

Reduced inventory variances by performing blind weekly cycle counts and

full inventory counts quarterly.

Led, supported, trained, and motivated employees to reach professional and

personal goals.

Help Desk Support Technician Contract 08/08-

09/08

Harrah's Casino/Teksystem Memphis,TN

Supported clients in AS400 by creating users accounts and resetting their

password.

Used troubleshooting techniques and tools to identify products that are

defective and follow guidelines in issuing service calls.

Responsibilities were providing telephone and remote diagnostic technical

support of casino applications and printer issue.

Monitored and tracked issues to ensure accurate resolution.

Help Desk Tier II 01/08-07/08

ThyssenKrupp Elevator/Nextech Memphis,TN

Created domain accounts and reset passwords using Active Directory.

Installed company proprietary programs and applications.

Documented problems in Remedy for diagnostics and solution implementation.

Engaged in Priority 1 & 2 trouble tickets and escalated priority 3(when

appropriate).

Gold Technical Support Specialist 06/06-01/08

Dell Inc. Nashville,TN

Responsible for identifying, resolving, and finding the root causes of all

technical issues.

Provided support through telephone, email, chat, and RDP.

Answered questions about installation, operation, configuration,

customization, and usage of POS equipment to business customer.

Dispatched parts and/or Field Agent to client location when in warranty.

Removed Spy-ware, Malware, and Trojans with Webroot, Norton, and McAfee.

Advises/educated customers within procedural guidelines to ensure a

complete solution to their technical or service questions.

Contact this candidate