Microsoft Office Active Directory

Donna Suzanne Bravo

*** ***** **. *******, ** ***10

Email *****.*.*****@*****.***

Cell phone 813-***-****

https://www.linkedin.com/pub/donna-bravo/6b/a7a/292

HELP DESK SUPPORT PROFESSIONAL

As an experienced leader with proven analytical and strong communication skills, I have a proven ability to deliver consistently at high levels of productivity. A self-motivated and creative problem solver, I am able to manage complex programs and multiple projects simultaneously, with the ability to build solid team relationships that produce strong and successful results.

CORE COMPETENCIES

Certified A+, Network+, DCSE, MCP

VM Ware

XP, Vista, Window7, Windows8,

Raid 0-10

Perc H310

Group Policies

Active Directory

Call Center Metric Analysis CMS Citrix environment

Process Analysis & Development

Performance Management

Microsoft Office 2007 and 2013

Ipad, Kindle, Android

PROFESSIONAL EXPERIENCE

Health Plan Services Tampa, FL 2014-2015

NOC Help Desk Support

Accurately handled incoming calls from various clients in a timely manner without escalating to a higher level.

•Accurately troubleshoot Microsoft office issues outlook, word

•Resolved Account lock out password reset in Active Directory

•Analyzed and Reset desktop environments in VMWARE

•Setting up Network Printers

•Map Network Drive

•Windows 7

•Accurately document and process incoming and outgoing calls in a Cisco environment

•Goal metrics 20 minutes per call accomplished issues in 10-15 minutes per call

Computer Centers USA Tampa FL 2014

Team Lead Level 3

Resolved complex issues on inbound and outbound calls to ensure CE is demonstrated

•Windows 8

•Android

•IPAD

•Kindle Fire HD

•Removal of Virus’s

•Setting up WIFI connections

•Troubleshooting network connections, WIFI connections

•Setting up email accounts in Outlook, IPAD, Kindle and Android accounts

•Designed a new ticketing system for incoming and outgoing calls

•Coached and mentored agents in new ticketing software how to log calls accurately

•Tracked agents CE levels and developed agents on how to improve their CE level

Stream Global INC Tampa, FL 2007-2014

Team Lead Level 3

Assisted agents on incoming and outbound calls. Coached mentored agents how to improve their troubleshooting skills and how to document calls effectively. Document and troubleshoot various issues Goal 20 min per call achieved 10-15 min per call.

•RAID 0-10

•SAS

•SATA

•Perc H310

•Virus Removal

•Windows 7, Windows 8

•Monitor calls and coach to achieve goals

•Coaching KPI’s

•Outlook troubleshooting

•Perfect attendance for 5yrs

•Awards achieved for 4 years in CE goal 85% reached 92%

•Employee of the month for 3 yrs

•Assisted Departmental Managers with all administrative duties for the facility.

Erwin Technical Center and Learey Technical Center, Tampa FL (2000-2004)

Network Administrator Assistant

Assisted Network Administrator in setting up classrooms for Hillsborough County Schools

•Window Server 2000

•Desk side support

•Active Directory assign new users and manage accounts

•Group Policies

•Image Cloning with Altiris Software

•Replacing Hardware after diagnosing failure

•Rewire network cables from MDF to patch panels

•IP addressing for printers

EDUCATION

Erwin Technical Center 200-2004

IT Telecommunications Course

A+, Network +, MCP certifications

References available upon request

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