Information Technology Support
Resume:
Shannon Qualls
Milwaukee, WI 53218
***********@*****.***
Summary
Rockford Career College graduate offering a strong academic background in IT combined with excellent internship experience as a Helpdesk support. I am consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively finding solution for challenging technical issues. I am a quick learner in mastering new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, application, languages, tools and testing methodologies.
Education
Rockford Career College Rockford, IL November 2012
Associates of Applied Science in Information Technology
Learning Enterprise High School Milwaukee, WI June 1995
High School Diploma
Computer Skills
As400
MS Word, Excel, PowerPoint, Outlook, Lync.
Active Directory
Cm RcViewer is an application that you can remote in computer to do troubleshooting
Window XP/Vista/7/8/10
Avaya One X Agent is a phone system application
Service Now is a ticketing system use to document end user who call for computer issues.
HDDT (Help Desk Directory Tool) HDDT is an application that you can verify end user account, user ID, and if account is active or deactivated. You can also reset end user password in HDDT.
WMC (Workstation Management Console) WMC is a application that you can use to add application to end user computer so that they can install on their computer.
SCCM (System Center Configuration Manager) SCCM is another tool to use to remote in end user computer.
Bitlocker is a Microsoft tool for encrypting end user computer.
Certifications
M.A.T.C Madison Area Technical College
Real Estate Brokerage 194-195 36 Hours May 15, 1998
Janesville School of Real Estate
Form 809 issuance of license 452.09(2), Wis Stats. 72hours June 16, 1998
MetLife Insurance Premium Breakdown Training September 12, 2008
Infosys CS (Customer Service) 100 Certification December 1, 2015
Internship
Rockford Career College, Rockford, IL September 2012 November 2012
Helpdesk Analyst / Intern,
Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs, application and data recoveries. Assisted student with computer related issue.
Engaged and tracked Priority 1 issues, and recognized by faculty for timely documentation, escalation (if appropriate), resolution and closure of trouble
.Employment History
Infosys November 2015 Current
Milwaukee, WI
Helpdesk Support
Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs, application and data recoveries. Assisted Infosys end users with computer related issue.
Engaged and tracked Priority 1 issues, and recognized by faculty for timely documentation, escalation (if appropriate), resolution and closure of trouble tickets. Setting up VPN access for end users using an application called Junos Pulse. If not able to fix problem escalate ticket to L2 Service desk. Average of call handling is about 60 calls a week from our clients that need technical support.
Adecco Staffing (MetLife Auto & Insurance &NCO) Rockford, IL
Administrative Assistant August 2007 to March 2009
(MetLife) Assisted agents with online insurance rate quotes. Inputted data for new and renewal insurance policy applications. Built and implemented various rate quote spreadsheets within the department using MS Excel. Implement procedures for printing out invoices, creating files, and setting up customer’s accounts. Processed and approved payment for insurance claims.
Human Resources/Administrative Assistant
(NCO)Maintained, updated, and created new employee’s records and distributed employee checks. Assisted the accounting department with employee’s payroll and employee’s time tracking. Provided management staff with daily employee’s time sheets and adjusted discrepancies as needed. Performing clerical work and filing paper work when employment process is completed.
Universal Mortgage Mequon, WI
Consumer Collector February 2002 to July 2005
Negotiated with customers to provide payments on delinquent mortgages. Assist customer with alternative funding options as well as scheduled customer’s payment arrangements. Assist Loan officers with Refinancing, Short Sale, or Repayment Plan.
Arrow Financial Services Whitewater, WI Consumer Collector October 1998 to June 2001
Responsible for contacting clients and collecting on unpaid credit card debt. Sent out customer’s collection notices and completed approximately 400 phone call attempts daily. Tracked and processed all client payments and provided receipts and confirmation numbers
Burns Industrial Whitewater, WI
Data Entry January 1998 to February 2000
Assisted inside and outside sale’s representatives with processing their customer orders from beginning to the end by entering the request into the system, print invoices, and handle the. Product shipping. Tracked and set new customer account. Filing all invoice in alphanumerical order.
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