Microsoft Office Technician

James Alvin Roberts

*** ****** ****** ** *********, AL 36322 334-***-**** ************@******.***

Help Desk Data Analyst

Offering a strong academic background in information technology combined with excellent internship experience as an Information Technology technician.

Recognized for technical troubleshooting skills used to rapidly and effectively resolve challenging technical issues.

Education

Enterprise State Community College – Enterprise, AL 2011

AAS in Computer and Information Science

Technology Experience

Operating Systems:

Windows 2000/XP/Vista/7/8, Novell NetWare

Languages:

C++, Advanced C++, Java

Software:

MS Office 2007/2010, GroupWise, Symantec Antivirus, Hawks Mathematic software, AS400, HP, Brother, Gateway, IBM printer software, active directory, Adobe flash and player, Server 2003 & 2008, Microsoft office 365

Certificate:

A+ Certification number: K626MYVE2LRQ1PSB

MCP Certification number: F339-4916

MCTS Certification number: F339-4917

Security+ Certification number: WLYHJM4GDGRQSS1V

Information Technology Experience

Wallace Community College- Dothan, AL

Instructional Technology Technician (2012-Present): Provide student support and education in using college Wi-Fi. Perform password reset for college desktops and email account. Help teachers with blackboard courses, exams, and reserve computer labs. Install printers in labs; add icons to users’ desktops. Troubleshoot desktops/ laptops for instructors. Reset student’s password in active directory. Use AS400 to verify student’s information. Help students log into Microsoft Office 365 account.

Roberts Computer Repair – Daleville, AL

Owner/Computer Technician (2012- Present): Provide desktop/laptop support and perform updates/ upgrades to systems. Format/ reinstall of operating system, replace hard drives, upgrade memory, remove viruses, install printers, install antivirus. Replace cracked IPad screens. Replace cracked Laptop screens and replace motherboards.

Enterprise State Community College – Enterprise, AL

Work-study Computer Technician (2009 to 2010): Provided networking/desktop support and performed account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty. Setup all new desktops and laptops for students and faculty.

Student Worker Computer Technician (2011 to 2012): Provided desktop/laptop support and perform format, reinstall of operating system, installed student/ faulty systems in a timely manner. Handled technical troubleshooting with an enterprise environment, including system crashes, slow-downs and data recoveries for students. Engaged and tracked Priority issues, with responsibility for timely documentation and closure of trouble work orders. Installed MS Office 2010, GroupWise, and AS400 on faculty laptops.

Certificate: Alabama Ethics Law Training

ClientLogic – Andalusia, AL

Helpdesk/Coach (2004 to 2006) Handled incoming users troubleshooting issue on laptop computers, slow-down, crashes. Responsibility for the timely documentation and closure of trouble tickets. Managed a team of 20 phone technicians to keep handle time under 20 minutes with an 85% accuracy rate.

Certificate: Coaching in the Zone, Appreciation

Voted Number One Team of the month for call handle time and customer satisfaction

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