Customer Service Technician

Ashley Brian Lott

*** ******** ****** - ****, ******* 46406

Cell: 312-***-****, 219-***-****

E-Mail: *********@*****.***

Dear Hiring Manager:

I am writing this cover-letter to express my interest in a position in the

IT field within your organization, and I am enclosing my resume for review.

I feel confident of the skills and knowledge that I have accumulated to

date will align with that of the company's mission statement and mirror

what you are seeking confident that I will make an immediate contribution

to your company.

I am a graduate of Purdue School of Engineering and Technology in

Indianapolis, Indiana, with a Bachelors of Science in Computer Graphics

Technology. My drive to succeed within the IT career fields has increased

my passion attain further educational skills, customer service skills,

personal knowledge and hone my professional skills by working in positions

that require attention to detail, patience, and persistence, such as I have

as an IT Professional with IT Help Desk Support Technician, Desktop Support

Technician, AV Technician and Network/Systems Administrator.

I am a highly motivated, self-starter who is sharp, eager, and ready to

learn newer technologies while preparing to hit the ground running. I am

very passionate about technology. I offer you not only a genuine passion

for success but a reputation for outstanding project management that has

led to many successful computer consultant engagements. Lastly, I bring in

a strong desire to grow within your organization.

My experience in adding value through my efforts is well-documented, and

you can read more about them in my resume. I can also offer your firm

qualities of creativity, versatility, adaptability, and the critical

ability to consistently exceed expectations.

I look forward to hearing from you to schedule an interview whereby I may

learn more about your company's plans and goals, and how I can contribute

to its success.

Sincerely,

Ashley B. Lott

Ashley Brian Lott

425 Tompkins Street - Gary, Indiana 46406

Cell: 312-***-****; E-Mail: *********@*****.***

OBJECTIVE

Customer centric IT Professional with Desktop Support/Network Administrator

EDUCATION

Purdue School of Technology, Indiana University Purdue University

Indianapolis

Bachelors in Science Computer Graphics Technology, August, 2006

TECHNICAL SKILLSETS

. 10 years of experience in Desktop Support Technician/Help Desk Support

roles in corporate, government, and education sector

. Pending DOD Government Security Clearance

. 1 Year experienced in network administration including site planning

strategies, creating employee ID accounts for new hires, installation,

configuration, maintenance and troubleshooting, system reboots/Ghost

imaging

. 2 years of experience of Systems/Data Migration: Systems

Administration/software & Hardware/Replace/Repair, installation,

configuration, troubleshooting

. 4 + Years of experience in Audiovisual Project Coordinating, Setup

Polycom camera and audio equipment, Cisco system routers

. Highly motivated and skilled self-starter with extensive experience in

corporate and government environments within the Customer Service and

end-user support field

. Mentoring/Leadership abilities with Strong verbal and written

communications skills, position-appropriate, ability to quickly master

new systems and/or processes, capacity to stay organized while

managing competing priorities, and a deep customer service

orientation, both internally and externally.

Operating Systems Programs: Windows XP, Vista, Windows 7, Windows 8, Linux

Software:

. Microsoft Office 2010,

. Microsoft Exchange

. Email Clients: MS Outlook, Lotus Notes

. MS Project,

. MS SharePoint,

. Falcon Ticketing Systems,

. Remedy Ticketing Systems,

. ThinkHelpDesk.com Ticketing Systems,

. Active Directory, (Create New user ID, Password resets, Group

Automation)

. NextGen,

. SonicWall VPN,

. Citrix Access Management Console,

. XenDesktop,

. Norton Anti-virus

. Microsoft Exchange Server,

. Linux

. Terminal Server

IT HARDWARE/DEPLOYMENT/EQUIPMENT

. PC: (Dell,HP, IBM, Lenovo, Fujitsu, Desktop, Tablets, Laptops, All-in-

One)

. MACs: (IPhones, Laptop, Desktop, All -in -One)

. Cell Phones: (Android, IPhones, Blackberry)

. Audio/Video Streaming Programs VTC: (Polycom, Tandberg Codian Bridge -

Cisco Systems)

. Printers (Dell, HP, Canon, Konica Minolta)

TROUBLESHOOTING OTHER DEVICES: Wireless, Microsoft Exchange Server, Linux,

PHP, SQL Strong TCP/IP networking skills (SIP IPv4, IPv6, IPSEC VPN, SSL)

Cisco Systems CCNA training

Professional Experience:

Hewlett Packard (HP)/Insight Global, Various US Cities

May, 2014 -

Window 7 Migration Technician

. Traveling Consultant to various US cities to deploy Windows 7

migration HP computers for the Internal Revenue Services throughout

the US.

Edgewater Systems for Balanced Living, Gary, IN

February 2013 - December 2013

IT Network Administrator/Desktop Support - MIS

Technical Environment: HP, Dell, Imaging and Installing Windows 7, Office

2010, Active Directory, Service Request, SonicWall VPN, Unix, EDIS, Sprint

Smart View Wireless, Microsoft Exchange Server 2007, Microsoft Exchange

2008 and Remote Desktop Connection

Responsibilities:

. Oversaw routine report production and distribution, system maintenance,

backup procedures to provide for IS staff function and to assist agency

IS users through consultation, support and scheduled training to assist

manager in compiling and editing data for routine and special reports to

external agencies and funding sources to serve as a resource for agency

users in all personal computer matters.

. Created terminal services user accounts on Active Directory, EDIS and

CMHC using UNIX on ESBL Windows Servers such as logins, passwords

resets, wireless connections for laptops using Sprint SmartView,

downloading, installing mapping network drives, adding printers through

a shared path on 3 different of the companies servers, disabling and

enabling Terminal Service user accounts in the network connections and

system security for the desktop environment using Windows 7, Win Vista,

or Win XP, Office 2010.

. Assisted with in preventative maintenance, testing and repair of

computer hardware, quality assurance for new hire and break fix devices

on laptop and desktop computer hardware.

SDI LLC/Chicago Transit Authority (CTA)/Brooksource, Chicago, IL August

2012 - December 2012

Field Deployment/Desktop Support Technician

Technical Environment: Dell Computers Windows based environment. Imaging

and Installing Windows XP, Windows 7, Microsoft

Office 2010 applications, Remedy, Outlook 2010,

Active Directory, MS Sharepoint

Responsibilities:

. Served as part of the PC Deployment Rollout project working with CTA HQ

employees, HR representatives, CEOs and President of CTA.

. Installed and uninstalled computer software applications, systems,

printers, peripherals and user data as part of the company's PC

replacement project, assist users with new workstation - e.g. desktop

icons, navigating, user data.

. Imaged Dell computers Operating System platforms from previous Windows

XP OS onto upgrading, installations and configuration Window 7 OS

environment, troubleshooting end user issues in a Windows environment

update and configure Windows XP to Windows 7, Microsoft Office 2010,

Outlook 2010 and worked primarily with the Dell GX270 to upgrade systems

to Dell OptiPlex 790 and T1600.

. Answered help desk tickets for CTA employees who needed troubleshooting

assistance and software installation while proactively taking steps to

ensure continued network reliability and assisting the customer.

. Supported of over 500 end users with technical support duties.

. Traveled to and from various CTA locations to Deploy computers,

networking equipment and support CTA employees.

Aunt Martha's Youth Services Center/Robert Half Technologies, Olympia

Fields, IL

February 2012 - August 2012

Help Desk Support Technician/Desktop Support

Technical Environment: HP, Dell, Fujitsu, Imaging and Installing Windows 7,

Office 2010, Active Directory, MS Sharepoint, Remedy,

SonicWall VPN, Citrix, NextGen, Wireless, Microsoft

Exchange Server and XenDesktop

Responsibilities:

. Answered calls to assist customers with program issues linked to AMYSC

Windows Servers such as logins, passwords resets, wireless connections,

mapping network drives, adding printers through a shared path, disabling

and enabling server network connections from their PC software programs

and system security for the desktop environment using Windows 7, Office

2010, Active Directory.

. Created help desk tickets while proactively taking steps to ensure

continued network reliability and assisting the customer.

. Assisted with installations, configurations and wireless connections

using Window 7 software updates on Fujitsu tablets and USB cable

connection configurations with 24 HP flat touch screen monitors,

assisted with device deployment to supported offices.

. Provided remote support via gain remote access into NextGen and

XenDesktop utilizing Dameware Mini Remote

. Aided in preventative maintenance, testing and repair of computer

hardware, quality assurance for new hire, migration and break fix

devices focusing on mobile devices and laptop hardware.

Focusvision Worldwide, Inc., Indianapolis, IN October

2007 - September 2011

Audiovisual Field Technician/Video Teleconferencing Engineer

Technical Environment: Polycom, PictureTel, Cisco Systems, Tandberg Codian

Bridge, WebEx, Live Meeting, Cisco/Tandberg

Responsibilities:

. Enhanced skills as a consultant by developing interpersonal skills,

setting up, operating and adjusting a variety of audiovisual equipment

for interviews, video teleconferences and video streaming.

. Assisted with setting up video conferencing or video streaming equipment

for interviews for moderators using Cisco System routers, Polycom

equipment to connect into Cisco System-Codian Bridge for Live Video

Stream on television monitors in Market Research office.

. Quickly identified and resolved connectivity issues during events,

composed post-event reports listing the issues and taking steps to avoid

and/or resolve similar occurrences in the future.

. Acquired extensive knowledge and experience with desktop web, audio and

video conferencing solutions such as WebEx, Live Meeting and

Cisco/Tandberg.

. Executed all VTC operations including connecting all multi-point

conference calls, all external videoconference calls, monitoring all

videoconference calls utilizing the bridge, pre-testing all external VTC

calls, training end users on operation of in-room VTC equipment,

maintaining the Firmwide video endpoint directory.

. Acted as the Technician receiving and responding to alerts from network

VTC systems, conducting troubleshooting and coordinating support.

. Created and maintained all configurations both hardware and software for

all VTC networked systems: Polycom, PictureTel, Cisco Systems, Tandberg

Codian Bridge, WebEx, Live Meeting, Cisco/Tandberg.

. Worked with Polycom and Cisco Systems.

. Performed capacity and performance management activities including

reporting results, taking corrective action and making recommendations

for improvements.

. Traveled out to market research facilities, which needed an AV

coordinator to perform duties in other Midwest cities locations.

Indiana University Purdue University, Indianapolis, IN

January 2003 - August 2007

Computer Consultant/Desktop Support Technician

Responsibilities:

. Increased efficiency for computer lab by leveraging technical expertise

to assist students and faculty in resolving a variety of hardware and

software issues across all computer labs and faculty offices.

. Aided with PC and Laptop software installation and configuration,

installed and troubleshot networking using Windows, XP/Vista, MS Office

and Lotus Notes.

. Administratively provided support for staff and students by maintaining

and managing audio and video installations as well as the performance of

computer lab software when trouble tickets were submitted on a daily

basis.

. Partnered with the other campus programs to introduce computer training

to lab users.

. Promoted from Computer Consultant to Student Staff/Desktop Support

Technician for demonstrated technical expertise and outstanding client

service.

Contact this candidate