ANTHONY STOKES

**** **** ****** *** **********, MD 20784 H: 240-***-****

acn5ho@r.postjobfree.com

Mid-level IT professional, 4 years of experience with a

strong academic background

ACHIEVEMENTS, SKILLS, AND ABILITIES

Proven ability to diagnose, troubleshoot, and resolve technical problems.

Exemplary academic record. Graduated with 3.50 G.P.A.

Quick learner with strong working knowledge of software, hardware, networking,

operating systems, and

security applications

Outstanding communication skills; demonstrated background working well with

students, co-workers in one-

on-one and group settings, and handling incoming calls.

Superior analytical and problem-solving abilities, resolving networks with track record

of improving

operations.

Operating Systems: EDUCATION

Tesst College, Beltsville, MD

Kaplan Certificate Computer Science, Comptia A+

Software Applications:

Certificate

TECHNICAL SKILLS

Windows XP/Vista/7,MacOS

PROFESSIONAL EXPERIENCE

Akimeka/Defense Contract Audit Agency

Help Desk Technician

MS Office 2007/XP (Word, Excel, Power Point, Access), Lotus Notes, Norton Utilities,

Adobe Photoshop,

Imaging,Group Policy, Motherboards, Processors, Memory, Ram, Hard Drives, Intel,

Wire Shark, Microsoft

Baseline, Active Directory, Configuring Network Devices, 50 wpm, DOD 8570.1 IAT

• Sent tickets to appropriate departments utilizing ticket tracking system.

Green Drop/Purple Heart

Truck Driver Hyattsville, MD 3/2012-8/2014

•

1 Level

Reston, VA 9/2014-present

Provide in-person and remote support for various field offices for end users

performing problem analysis and

troubleshooting to resolve incidents within service levels.

Diagnose,

troubleshoot and

resolve a range of

software,

hardware, and

connectivity

issues. Excel in

asking

questions and

researching,

analyzing and

rectifying

problems.

Routinely exceed

call handling

goals, closing an

average of 60 calls

daily (25% above

quota) with a 75%

first call resolution

ratio and an

average talk time

of 5.5 minutes

well below 7

minute goal.

Driving assigned

truck for Purple

Heart/Green Drop

to various

locations

throughout the

metropolitan area

to

pick up charitable

donations such as

clothing, media,

and household

items.

Knowledgeable

and apply

company

attendance

policies

CYSS Child

Services

Help Desk Support/Computer

Technician

3/2

01

2

Washington, DC 3/2011-

1/2012

Served as mentor in computer labs, training students on individual basis.

Provided emergency technical support for early-morning shift.

Assisted fellow employees via email or in person with computer related issues.

Helped install 15 new PC and Mac computers for lab while resolving problems under

Meet scheduled a local area network.

collection times

and notify dispatch

Initiated log for charting computer usage, including instituting “problems and

promptly if delayed

resolution” database which

for any reason

assisted lab in analyzing student needs.

Perform special

service functions Provided a log of computer usage while cleaning computers in the lab.

for off-route pick-

up locations

Reconfigured user accounts for students and employees by setting up a group policy.

Responsible for

loading and

unloading various

items at multiple

work locations

Robert Half Technology

Daily complete all

paperwork for

vehicle inspections, Help Desk Technician

maintenance and

driver logs

Operate as service point-of-contact for help-desk, helping to diagnose, troubleshoot,

Knowledgeable of

and resolve

company invoice

procedures in order approximately 8 tickets per day.

to coincide with

delivery of

Document, track, resolve and report on incidents and work orders using Remedy IT

merchandise.

Service management

Provide customers

with tax receipts software

for charitable

donations

Obey traffic laws

and follow

established traffic

and transportation

procedures as

required

Establish and

maintain effective

work relationships

with employees

and customers.

Wheaton, MD 7/2011-

Tutored students

in various

operating systems

and software

applications to

enhance basic

understanding of

computer usage.

Assisted in programming operating system from Windows XP to 7 for 25

workstations while reporting any

mishap or malfunction with the workstations.

Provide daily technical support for e-mail, network, connectivity,

telecommunications, peripheral equipment,

and system maintenance .Set up computers and install software while

maintaining a daily log of systems

usage.

Helped transfer and respond to help desk requests from e-mail to web-based

system, reducing IT response

time by 21%.

Helped customers with computer problems by asking questions and resolving

the issue in a step by step

procedure to insure the customer satisfaction.

Establishing feedback with customers about computer related issues.

Creating, updating, and assigning tickets to the appropriate regions by using

Remedy software.

Contact this candidate