Customer Service Information Technology

Collin A. Rahman

**** ** **** ******** *****, FL 33025 954-***-****

************@*****.***

I N FORMAT ION TECHNOLOGY

Technical Analyst

A+ Certified COMP001020134912

SUMMARY OF QUAL I F ICAT IONS/ACH IEVEMENTS

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills

within Help Desk Analyst role. Work well independently, or in a group setting providing all facets of computer support

such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software

packages and operating systems. Skilled in providing excellent Customer Service and End-User Desk Support. Easily

identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.

EDUCAT ION & TRAIN ING

Courses in Certificate

Window’s Server2012 Window7 & 8, and Office 2010

T1, DSL, Cable, and IT infrastructure

Comp Tia A+ Cert, Pembroke Pines FL, 07 /2010

Florida International University, 12 /2008

B.S.B.A. in International Business Administration/Information Technology GPA 3.557

Coursework: W indow Server 2008, Window XP, Exchange Server 2007, WAN / LAN, Cisco Network, Citrix, Active

D irectory, CRM, VPN, Virtual machine, Router, Switches, PBX, VOIP, Norton Ghost and Norton Antivirus, Auto

D ialer, Lawson S3 & M3, Office 2003, Kronos Software, Back-up and Recovery, Business Communication,

M arketing, H im applications, Finances, Window 7, Window 8 images, Desktop Deployment, and Management

City College, Cypress Creek, FL, 06/2004

A.A. Business Administration

Coursework: Accounting, IBM Software, Window Server 2000 & 2003, MS-DOS Commands, Windows Remote

Desktop Server, Firewall, Terminal Server, Exchange Server 2003, Anti-Virus Corporate, Mac O /S, and HR

payroll software.

Miramar High School, Miramar, FL, 1997

Graduated 27 out of 179

Concentrations in Academics /Business

Coursework: T yping, Word Processing, Office Procedures, Bookkeeping, and Shorthand

Recipient of Award for Miramar Most Outstanding Business Student

PROFESSIONAL EXPER IENCE

Medio Technology Tri-County, FL (1/2005 - Present)

Technical Analyst

• Highly effective and results-proven professional with extensive experience building and managing teams

t hat support voice and data networks topographies for global organizations.

• Provided support service to a hospital setting with Health Information Management (HIM) applications:

testing application, support, created solution to software design, and train the end-user on application

• Provided support/repair for hardware/software application: testing and debug software, install

applications, upgrades, maintain and printer and peripherals. Able to lift 75 pounds of hardware.

• Partnered with office manager to ensure high performing technical operations and functionality was

a ligned with business unit goals.

• Strong qualifications in relationship management, customer relationship, leadership, quality assurance,

strategic planning, budget administration and vendor management.

• Provided management of technical support on endpoint management, WAN/LAN and

telecommunications.

• Provided deployment Window 7 roll out and Window 8 roll out.

• Performed and created desktop images from scratch and deploying images.

American Express, Plantation, FL (10/1999 – 06/2006)

Technical Analyst/ Desktop Support

• Reputation for strong work ethics and uncompromising devotion to customer delivery.

• Provided customer satisfaction to inbound/outbound calls.

• Provided computer help desk support via telephone communications with end-users.

• Performed diagnostics and t roubleshooting of system issues, networks, documented help desk

t ickets/resolutions, and maintained equipment inventory lists.

• Provided computer help desk support and technical t raining on hardware/software to end users.

• Documented help desk tickets/resolutions, and provided overall assistance in daily task.

• Performed set-up, break-down, and transport of desktop, laptop printer and peripherals.

• Installing DSL modem Motorola, Netopia Business router, Registering Customers, and making sure

customer is up and surfing.

• Providing great service to customers by running home runs, hanging splitters, and IFTL if need to be

w hen system download speeds not fast enough.

Contact this candidate