A technical support professional with experience gained from a broad spectrum of IT projects over a 10-year period. Searching for networking position offering challenge, accountability, and an opportunity for career advancement

EDUCATION AND CREDENTIALS

Remington College-Largo, Florida

Associates Degree in Computer Networking Technology

Member of the National Technical Honor Society (NTHS)

Dean's List

President's List

Perfect Attendance

University of Washington-Seattle, Washington

B.S. Architectural Engineering

Technology Summary

A+ Certification-2006 Network+ Certification-2006

Cisco Certified Network Associate (CCNA)-2007 Windows Vista

Windows 7 Internet Explorer

Local Area Networking Google Chrome

Mozilla Firefox

Knowledge and Skills:

1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers

Troubleshoot basic network issues

To maintain a high degree of customer service for all support queries and adhere to all service management principles

Active Directory knowledge. Creating user accounts, reset passwords, create groups

Good knowledge and experience of supporting Microsoft Office applications, VPN,

10 years of relevant technical experience in similar environment

Always willing to find answers to all questions addressed to them.

Ready to research questions using a variety of manuals and resource

Experience

HCL America (2013-Present) Help Desk Analyst

Assistance in the resolution of escalation calls

Resolve Osiris and Oracle application Issues

Perform Phone, Email, and Remote Desktop support for a Major University using HP Service Manager Ticketing System

Support for Microsoft Office 2007, 2010 and 2013 especially the Outlook application, along with Office Communicator 2007 and Microsoft Lync

Cisco AnyConnect VPN for telecommuters and remote connection

Exhibit proficiency in the use of remote support tools and procedures

Synergy Global Solutions (2010-2012) Help Desk Analyst

•Answered phones in a timely manner

•Reset passwords in Active Directory

•Fixed hardware on laptops and PCs via telephone support and remote login

•Remote software upgrades and remote software technical support

•Performed troubleshooting and solved network connectivity issues

•Logged and assigned tickets to IT specialist as required

•Remote network support including adding and subtracting network devices

•Established new users and user permissions in Active Directory

•Experience troubleshooting network issues: TCP/IP, VPN, VoIP, etc.

•Configured Outlook 2003, 2007, 2010 & 2013 in Exchange environment

•Identified, diagnosed, and resolved issues for PC, LAN, printers, email and other M&T applications

•Experience with Outlook/Exchange E-Mail support

•Excellent customer service, verbal and written communications skills

2004-2009 -Brighthouse Networks-Saint Petersburg, Florida

Technical Specialist Customer Support Specialist IV

•Worked directly with the Network Manager to provide services and assisted with network related issues

•Configured network hardware to include modems, routers, switches, and wireless access points

•Resolved problems that were escalated from the Tier III Technicians

•Analyzed, located and repaired any technical field problems or defects occurring from the output of the tap to the modem

•Install and configure cisco 1800(1811) series routers

•Performed troubleshooting for subscribers’ digital phones, Internet modems and cable TV converters (HD, Digital)

•Entered trouble calls into Remedy Ticket Systems to quickly escalate problems to central computing staff where appropriate, while maintaining continuous feedback to customer

•Entered solutions in ACSR Ticket systems

Contact this candidate