Customer Service Data Entry

Elizabeth Candanedo

** ******* ****** (Rear)

Plainville, Connecticut 06062

Cell Phone: 860-***-**** • Email: *******@***.***

Professional Objective

To secure a competitive position in the Information Technology field with an organization seeking a career-conscious professional where acquired skills

will be utilized toward mutual growth.

Industry Certifications

* ITIL Foundations, November 14, 2006

* Dell Certified Systems Expert, January, 2006 (ongoing)

* Microsoft Certified Systems Engineer on Microsoft Windows 2000, August 25, 2003

* Microsoft Certified Systems Administrator on Microsoft Windows 2000, April 23, 2003

* Microsoft Certified Professional, February 5, 2003

* A+ certified, August 29, 2002

* Network + certified, June 20, 2002.

Related Skills

BILINGUAL - Spanish/English. Complete oral and written fluency.

Working knowledge of the following:

Operating Systems : Software: Programming languages:

* Microsoft Office 2007 * HTML

* Windows XP

* Microsoft Office 2010 * DHTML

* Windows 7

* Microsoft Office 2013 * PHP

* Windows 2000 Server

* Windows Server 2003 * Exchange 2007 * Javascript

* Windows Server 2008 * Exchange 2010 * Powershell 2.0

* Replication Manager

* Office Communicator 2007

* Lync 2010

Additionally, I possess over 20 years of experience in troubleshooting and restoration of personal computers using MS-DOS and Win95, Win98, Win2k

and Win XP diagnostic utilities/support tools, PC Tools, and Norton Utilities, including replacing hardware and using the DOS Edit and Memmaker

features to renovate batch files as well as the WinEdit and MSConfig features and the Win95, Win98 and Win2k registry to improve efficiency of the

computer. Knowledge of multi-boot configurations under Win2k/WinXP. Ability to set up a peer-to-peer network using Client for Microsoft Networks in

Win95, Win98, Win2k Pro and WinXP Pro. Ability to design and set up a server-based network using either Windows NT 4.0 or Windows 2000/2003

Server with clients running Win2k Pro, Win XP Pro, Windows 7 or Win NT4.0. Knowledge of DHCP, WINS, VPN and RRAS technologies.

Professional Experience

Computer Sciences Corporation

Headquartered in Sterling, Virginia

July, 2006 to March, 2014

System Administrator (Exchange) January 2010 – March 2014 (Plainville, CT)

* Receive existing email-related trouble tickets in the USD ticketing system for advanced troubleshooting and resolution of issues.

* Monitor daily Exchange backups, re-run backup jobs and troubleshoot backup system as necessary.

* Troubleshoot/resolve email issues in Exchange 2007/Exchange 2010.

* Manage Outlook conference rooms, including conference room calendar behavior programming on Exchange.

* Troubleshoot/resolve issues with Office Communicator accounts.

* Manage permissions for mailbox accounts and distribution lists.

* Develop new scripts and custom programmatic functions for work automation using Powershell.

* Address issues with MS Forefront spam filter.

* Address issues with Websense spam filter.

* Maintain whitelist/email policies.

* Manage daily Exchange backups.

* Write procedure documentation to assist co-workers.

* Serve as backup ticket assigner.

Elizabeth Candanedo Page 2

Help Desk Analyst – Level 2 October 2008 – January 2010 (East Hartford, CT)

All duties listed under Help Desk Analyst – Level 1 plus the following:

*

- Resolve a minimum of 13 advanced support tickets per day.

- Troubleshoot/solve undocumented computer issues.

- Write new knowledgebase documents for the Level 1 and Level 2 service desks on the United Technologies support account.

Help Desk Analyst – Level 1 July 2006 – October 2008 (Norwich, CT)

* Create and accurately document technical support calls in the Remedy ticketing system.

* Determine problem/solution within time limit and either resolve, assign or escalate tickets accordingly.

* Provide bi-lingual (Spanish/English) technical support for Otis Elevator, Hamilton Sundstrand, Carrier, UTC Corporation, UTC Research Center,

Sikorsky Aircraft and Pratt & Whitney business units on all computer systems associated with each company and using remote control software.

* Reset passwords in Active Directory, LDAP, AS400 and mainframe as well as various business unit specific websites.

* Troubleshoot/solve Exchange server based email/Outlook 2003, SecurID token system and remote connection software issues.

* Recycle printers and re-queue reports in the various AS400 and mainframe systems.

BancTec Corp.

Headquartered in Irving, Texas

December, 2005 to May, 2006

Senior Customer Service Technician (Hartford Service Center, Windsor Locks, CT)

* Maintain individual service call queue using company I.V.R.

* Schedule on-site service appointments with Dell customers

* PC and laptop hardware troubleshooting and repair at times with the assistance of Dell Service Provider Queue

* Return of defective PC and laptop parts to Dell

* Ongoing Dell certification training

Mayo, Gilligan & Zito, LLP

Wethersfield, Connecticut

June, 1999 to December, 2004

Legal Secretary / Desktop Support and Systems Administrator

* Supporting and managing Windows NT Server 4.0

* General network troubleshooting and repair

* PC software and hardware troubleshooting and repair

* Implementing PC software and hardware upgrades

* Maintaining PC hardware inventory

Analyzing the firm’s current hardware/software configuration and proposing possible networking/software upgrades to increase productivity

*

* Transcription of legal correspondence, pleadings and other documents, short calendar responsibilities, and data entry using WordPerfect.

* Accounts receivable, including data entry of payments, invoicing, billing file maintenance, weekly and monthly report generation, and reconciliation

of attorneys’ time allocations

Education

Corporate Training Center

Wethersfield, Connecticut 06109

Graduated September, 2003

Attended the “IT Professional Program” consisting of the following courses: A+, N+, and the “Microsoft Windows 2000 MCSE Track”, consisting of the

MCSE 4-core and electives, as follows: Designing Security for a Microsoft Windows 2000 Network (70–220), Maintaining a Microsoft Windows 2000

Network (MCSA) (70-218), and Upgrading from Microsoft Windows NT 4.0 to Microsoft Windows 2000 (70-222).

Corel Corporation

Ottawa, Canada

April, 2000

Completed two-day seminar entitled WordPerfect 9 Workshop for Instructors. Took and passed expert user certification examinations for both

WordPerfect 8 and WordPerfect 9.

Saint Mary of the Assumption High School

Elizabeth, New Jersey 07206

September 1984 - June 1988

College prep curriculum and personal typing. Member of Junior Honor Society – 1987

Currently engaged in self-paced training to obtain the MCSE 2012 certification.

References

Available upon request.

Contact this candidate