IT Technical Support

Alex Kanakis

Rocky Hill, CT *****

Cell: 860-***-****

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

OBJECTIVE

Seeking a position in the Computer Networking field where my current hands on skills and training will be utilized and there is opportunity for growth

EDUCATION

Porter and Chester Institute, Rocky Hill, CT 01/10 – 01/11

Graduated Salutatorian with honors

CERTIFICATE – COMPUTER & NETWORKING TECHNOLOGIES

COMPUTER HARDWARE: Installing, configuring and troubleshooting system hardware and peripheral devices such as mother boards, processors, memory, printers, and basic networking equipment

NETWORK SUPPORT: The practical applications and theory of networks with an emphasis on topologies, protocols, standards, implementation and support as related to Microsoft, Linux/UNIX and Novell networks. Configuration of Cisco routers and switches using simulation software and equipment

NETWORK SECURITY: The practical applications and theory of computers and network security concepts including general security concepts, communications security, infrastructure security, and basic cryptography. The use of firewalls, planning and design, policy development, configuration, authentication and VPNs

MICROSOFT DESKTOP OPERATING SYSTEMS: Installation, configuration, and troubleshooting of standalone and networked operating systems including XP Professional, Vista, Server 2003, and Windows 7

CERTIFICATIONS

Network +

A+

MCP

COMPUTER SKILLS

Efficient with working on and repairing PCs; software, hardware, laptops, and desktops. Microsoft Word, Excel, PowerPoint, and Outlook

Experienced with troubleshooting VPN, Networking, Secure token, Password Reset, HP Service Manager, and the HP ServiceCenter/ServiceManager Ticketing systems

Knowledgeable of Livemeeting, Webex, Office communicator, Cisco Unified Personal Communicator, and Cisco router software

Has performed 30+ OS installations via CD, Image, and Network share installs

Familiar with Windows Server 2003/2008, various Oracle systems, and MS Sharepoint

WORK EXPERIENCE

United Health Group, Windsor, CT

Technical Support Analyst 9/12 - Present

Consistently provides excellent Live Chat support and prompt Web Portal ticket processing

Skilled in handling multiple chats and user issues at the same time in a prompt manner

Highest ranked in first call resolution, total handle time, and after call work for Live Chat

Troubleshot and configured network connections for remote clients

Robert Half Technology, Rocky Hill, CT 02/12 – 9/12

Technical Support Analyst at United Health Group

Set new standards for speed and efficiency in both the Password Reset and Standard queues

Proficient in both Web Portal and CHAT ticket handling

Averaged over 50 tickets daily for the last 5+ months with an AHT of under 8 Minutes

Assisted WAH users in first time network connection and VPN difficulties

Integrated System Analysts, Hartford, CT 05/11 – 11/11

IT Help Desk Support Technician at Aetna – Level 1

Provided excellent Level 1 support via telephone

Handled issues including but not limited to Active Directory, VPN, Wireless, Secure Token, Password Resets, VOIP Hardphones and softphones, Livemeeting, and streaming media

Stone Academy, East Hartford, CT 01/11 – 07/11

Computer Teacher

Instructed nurses on several topics such as Email, Word formatting, Keyboarding, and Medical Health Records

Created and administered tests in a positive learning environment

Kcubed Computing LLC, Middletown, CT. 01/11 – Present

Unpaid Internship

Provided on-site consultations, OS installs, virus removal, PC backups and Software upgrades

Administered hardware upgrades and installation, troubleshooting tips, and How-to advice

Setup local networks and printers on-site as well as wifi

W.I.T.S. Certified Personal Training, Cromwell, CT. 05/09 - Present

Self Employed Personal Trainer

Trained a variety of different ages in Cardiovascular, Strength, and Weight Loss plans

Created on-demand diets and workout routines while providing committed support

REFERENCES

David Snow – Aetna Single Point of Contact IT Support Manager – ******@*****.*** – 860-***-****

Chad Tatur – United Health - United Command Center Support - **********@***.*** - 763-***-****

Contact this candidate