Customer Service Representative
Resume:
Kijuana Mc.Dowall
********@*****.***
Current Address
Tampa, FL 33613
D.O.B - 07/22/1983
Objective: To deliver the best helpdesk support, customer support and help
and to gain experience in other fields in the organization.
Skills Summary:
- Microsoft Office
- Windows 98 and Windows 7
- Wireless Configuration Install and Support
- Printer Install, Configuration and Support
- Active Directory
- Desktop and Laptop repair
- Data Transfer and Recovery
- PC Repair Troubleshooting
- Remote PC Troubleshooting (VNC, Remote Desktop, Numara)
- Monitor and troubleshoot Networks
- Email setup/configuration/ modification in MS Exchange
- Mobile technology (iPhone, Android, Blackberry, iPad).
Proficient Software and Operating Systems
- Windows XP, Vista, Windows 7
- Microsoft Office Suites ( 2003, 2007, 2010)
- Footprints ( Ticketing System)
- MS Exchange
- SolarisWinds (Network Monitoring Software)
- VNC, Numara (Remote Access Software)
- Citrix Clients
- Active Directory
- Server Add-ins (DNS, DHCP)
- Anti-virus software
Education: Bethune-Cookman University, Daytona Beach, Florida
Bachelor Degree of Science in Computer Information
Systems
Graduation Date: April 21, 2007
Related Coursework: - Computer Networking
- Management Information Systems I &
II
- Introduction to Marketing
- Production & Operation Management
- Accounting I
- Statistics I & II
- Business Ethics
- Economics I & II
- Computer Databases
- System Analysis
- System Design
Work Experience:
2008 - 2013 Masco Administrative Services
Computer Support Specialist
. Monitor Footprints ticketing queue for submitted
hardware or software request and incidents.
. Enterprise User Support for sites around the United
States
. Enterprise Desktop support for Staff using Active
Directory and troubleshooting for appropriate call
specific resolution.
. Printer Maintenance, Installation and Support.
. Document all pertinent end user identification
information, including name, department, contact
information, and nature of problem or issue.
. Document issues that could not be resolved at the Tier 1
level and escalated to Tier 2 and 3 when needed.
. Prioritize and schedule problems escalate problems to
the appropriately experienced technician when necessary.
. Perform hands-on fixes at the desktop level, including
installing and upgrading software, implementing file
backups, and configuring systems and applications.
. Assist users with first time system login access and
initial setup.
. Reset/unlock customer passwords.
. Troubleshoot issues with mobile devices such as
(blackberries, i-phones, i-pads, handheld scanners,
barcode printers and truck mounted devices {tmds}).
. Shadow users through Numara client to perform updates,
troubleshooting, e-mail setup or install any
software/hardware.
. Perform account creation/deletion in Active Directory.
. Monitor networks through Orion system and create tickets
for any alerts or outages.
. Test fixes to ensure problem has been adequately
resolved.
. Perform post-resolution follow-ups to help requests.
. Inventory Notebooks, Desktops, Printers etc.
. Citrix client and Server configuration and support
2007- 2008 Evergreen Sales and Marketing 386-***-****
. Sales and Customer Service Representative
2002 - 2007 Bethune-Cookman University, Daytona Beach
STAT (Student Technical Assistant Team) Technician
. Remove viruses from students, faculty and staff computers.
. Technical issues on students, faculty and staff computers
. Internet support and college web mail assistant.
2000 - 2001 First Caribbean Bank Grand Turk, TCI
Clerical Officer
. Secure private information.
. Organized a new and old filing system.
. Making important business calls
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