Technical Support Customer Service
Resume:
Chakia Dixon
**********@*****.***
OBJECTIVE: Experienced Technology Analyst seeking position in the IT field where computer knowledge and skills can be contributed. Will consistently strive to exceed the expectations of internal and external customers.
EDUCATION: ECPI College of Technology Virginia Beach, Va
BS IT/Networking Security Dec 2010
ECPI College of Technology Concord, NC
AAS IT/Networking Security GPA 3.8 Aug 2009
UNC Charlotte Charlotte, NC
Computer Science/Math Aug 2005 - Dec 2006
SKILLS AND TRAINING:
Customer Service Training and Experience
Cabling
Make twisted pair cables
Networking
TCP/IP, OSI, LAN, WAN, Cisco Routers, DNS, DHCP, Remote Access/VPN, DMZ, Port Forwarding
Operating Systems/Servers
DOS, Windows 98, NT, 2000, XP, Window Server 2000, 2003 Server, Unix, Linux
Install and manage domains, users and groups in active directory. VM Ware
Microsoft Office Applications
Word, Excel, PowerPoint, Access, Outlook, Visio, Office 365 migration
Internet
Plan, install and maintain an Internet Web Server using IIS 6, Basic HTML web design
Java Programming
Perform basic Windows administration with VBScript
Networking Security
Secure Windows computers; install firewalls, set policies, users and group permissions
TCP/IP for Intrusion Detection
Analyze web traffic using Windump for Windows
Computer and Peripherals
Build and repair computers; install and upgrade peripherals; troubleshoot hardware and software
EMPLOYMENT HISTORY:
Technology Analyst
Foundation for the Carolinas, Charlotte, NC 01/14 – 01/15
• Provide Tier 1/Tier 2 technical support to all employees
• Escalate issues quickly and efficiently to vendors to minimize disruption
• Provide proactive maintenance on client workstations as directed
• Assess the technology needs of company and recommend the right technology solutions
• Implement and manage technology so that employees can better achieve their missions
•Administer Office 365
•Manage Active Directory and Exchange (hosted by Elephant Outlook)
•Setup and maintain conference room technology (Crestron) for guests and escalate issues to vendors
•Setup new computers for users
Service Desk Engineer/Technology Analyst
Apparo, Charlotte, NC 08/12 – 12/13
•Provide over the phone, remotely, and onsite tech support for various small and medium sized clients
• Provide Tier 1/Tier 2 technical support to all clients
• Escalate issues quickly and efficiently to minimize disruption
• Provide proactive maintenance on client workstations as directed
•Monitor the network management system (N-able) and perform initial triage of issues
• Assess the technology needs of clients
• Recommend the right technology solutions
• Implement and manage technology so that clients can better achieve their missions
•Administer Office 365
•Manage Active Directory and Exchange (onsite and hosted)
•Answer incoming support request, inquiries, and emails to determine if problems are user, software or hardware related
•Analyze problems/issues/inquiries
•Assign severity levels to the appropriate technician and follow through to resolution
Tech Support Agent
Connextions, Concord, NC 01/10 – 08/12
•Provide over the phone tech support for Vonage (VoIP Service)
•Help customers install modems, routers, printers, and other devices in home networks and small businesses
Use MS Dos to gather information such as IP address and run ping tests and trace routes
•Help customers log into routers and switches and change network information, set up port forwarding, DMZ, wireless settings and more
•Assist customers with SOHO network installation and configuration
Technical Assistant
Goodwill Job Connection, Concord, NC 08/09 – 02/10
•Provide hardware and software technical support to staff and clients
•Assist clients in internet research, job searches and completion of online job applications
•Enter data into corporate data base
Contact this candidate