Manager Help Desk
Resume:
Alicia Young
Dacula, GA **019
*****@*****.***
Summary of Qualifications
Works well independently, or in a group setting providing all facets of computer help desk support such as
troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software
packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and
resolve technical issues and concerns.
Professional Experience:
Landscaping Director of TLC- Dacula, GA- 2001-2014
• Provide innovative and high-quality custom landscape architecture services for a wide variety of clientele,
from individual residences to large commercial projects by participating throughout the project life cycle,
from initial meeting to project design and planning through completion. Generate increased revenue via
referrals by developing close, collaborative client relationships. Identify specific needs and wants and
communicate in –dept about the building interior and overall them in order to incorporate appropriate
landscape.
• Supervise over 20 employees for 25 subdivisions which operate power equipments such as mowers, tractor,
twin axle vehicle, electric clippers sod cutters and pruning saws. Mow and edge lawns using power movers
and edges
Acquisition Manager/I BM – Alpharetta, Ga 1999-2009
• Provided guidance and direction to the Initiative Manager for completing and submitting over 700 Pre-
Requisite
• Developed a monthly PIP quality measurement report which is used to monitor the accuracy of each PIP
Package submitted by the Initiative manager.
• Maintained acquisition tracking system and updated it regularly.
• Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and
faculty.
IT Consultant- AT&T Bell Laboratory – Alpharetta, Ga 1997- 1999
• Provided technical communications and consulting as Tier I and Tier II support for the Bitnet Network
Applications. Instructed others in the use of Information Technology System, compents, products, processes
and producers.
• Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs
and data recoveries. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation,
escalation (if appropriate), resolution and closure of trouble tickets.
• Handled 30+ technical/mission-critical calls daily and consistently met high service standard.
Page 2 A. Young
Business System Associate- Lucent Technology Norcross, GA – 1996-1997
• Provided data center support, including computer operations, data communications, and high level customer
hardware, software, networking and shipped floor troubleshooting support.
• Acted as a liaison central point of contact via the help desk hotline as well as worked closely with systems
and applications developers to insure efficient productions
Business Technical Associate – AT&T – Holmel, NJ -1994-1996
• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and
maintained equipment inventory lists. Provided technical PC and LAN support for approximately 250
members of the Atlantic & Canadian CBM in over 24 states.
• Documented help desk tickets/resolutions, and provided overall assistance in daily administration of a Novell
Netware 4.11 Network. Provided computer help desk support via telephone communications with end-users.
Education & Skills
2011-2012 (Certificate)
Medical Assistant- Sanford Brown College, Atlanta, GA
1996-2003
Bachelor of Science Degree in Telecommunication Management DeVry Technical Institute- Alpharetta, GA
1993-1996
A.A.S in Computer Information System DeVry Technical Institute- Woodbridge, NJ
Skills :
Proficient with MS Word, Outlook, Excel, Visor, and PowerPoint
Excellent Communication, Leadership and organizational Skills
Unix, Novell Netware Mac0S: Language Visual Basic, SQL, HTML, & LAN.
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