Customer Service Technician

Regina Eaton

**** **** ***** ***** #*** Landover, MD ***********@*****.*** 202-***-****

PROFILE

Experienced and dedicated IT professional with over seven years successful experience in Information Technology field. Proficient in hardware and software maintenance. Solid track record of providing timely positive response to requests regarding computer related assistance. Customer service focused, excellent organizational and problem-solving skills. Works well in team environment and displays strong work ethic.

HIGHLIGHTS OF EXPERTISE

Operating Systems: Windows 7/8, Vista, Windows XP Professional

Software: Adobe Pro, Adobe CS3, Corel WordPerfect, Norton, Dame Ware, Symantec Ghost

Databases: Footprints, Remedy, Symposium 1.5, Reflection, Billplex, Track-IT

Programming: COBOL 74/75, Visual Basic v2.0/5.0, Quick Basic, C/C++

PROFESSIONAL EXPEREINCE

IT Specialist 2008 - Present

Library of Congress - Washington, DC

Provide support for 200 plus computer systems and ensure functional inter and intra networking

Serve as Application Administrator, Web Administrator, and backup Information Systems Security Officer

Develop System Administration Manuals

Set up new user network accounts, desk phones, iPhones, and access to shared drives

Provide aid in setting up multimedia, installation of relevant software for proper functioning and troubleshooting during large scale presentations and conferences involving us of technology

Assist with computer software and hardware trouble shooting when needed

Workstation Technician 2006 – 2008

SAIC (Contractor) – Library of Congress – Washington, DC

Supported automation hotline helpdesk with printers and computer related issues

Performed 170 workstation operating system upgrades

Deleted files on hard drives

Trained a team of power users on new email system

Regina Eaton

1923 Bell Haven Drive #203 • Landover, MD •***********@*****.*** • 202-***-****

Helpdesk Technician 2004 – 2006

PowerTek Corporation (Contractor) – Office of Control Currency

Served as first line contact for 2,500 end users with technical difficulties. Provided telephone and hands-on support to users with Dell desk top and laptop issues

Installed and supported Windows 200 Professional and XP Professional operating systems, MS Office 200/2003, and web-based applications

Documented issues and assigned work orders to appropriate departments

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