FELICIA TUKK?

SAN ANTONIO, TX *****

985-***-****

acuw98@r.postjobfree.com

WWW.LINKEDIN.COM/IN/TUKKE

ACCOMPLISHED DESKTOP / HELP DESK SUPPORT

Minimize Downtime, Maximize Profits

Goal oriented self-starter with broad-based hardware and software configuration background. Expert at looking at problems with a fresh perspective to quickly identify and resolve system and user issues. Calmly manages urgent and complex projects. Approachable, focused and detailed oriented professional. Provides onsite and remote training, improving communication and reducing downtime.

TECHNICAL SKILLS

- MS Office

- MS Windows Server

- MS SharePoint Design

- Service Manager Software

- CISCO TCP / IP Routing

- Configuration Manager Software

- Network Security

- Visual Basic / C# Programming

PROFESSIONAL EXPERIENCE

AXEON SPECIALTY PRODUCTS, San Antonio, TX October 2013 - March 2016

SERVICE DESK TECHNICIAN

Maintained inventory of technical hardware in San Antonio, New Jersey, Connecticut, and several terminal areas. Serviced 300 systems including accessories, smart phones, and tablets. Provided primary helpdesk support for Financial, HR, and Legal departments.

- Orchestrated weekly desktop team meetings, improving communication between remote sites, increasing efficiencies in resolving user related outages.

- Improved on shipping and receiving of technical equipment by insuring equipment was packaged properly to prevent damage to high dollar server, network and PC equipment.

- Overhauled Refinery Security system with a new Virtual Server and cameras, improving surveillance of facility for after-hours security team.

- Assisted in building an entire IT department from the ground up, including determining all hardware requirements, ordering memory for 12 different workstations and laptops, and installing Windows 7 64bit to all company systems using System Center Configuration Manager.

- Supported diverse base of local and remote site users, including contractors working from home.

BALTIMORE TECHNOLOGY GROUP, White Marsh, MD October 2012 - October 2013

IT HELP DESK

Created and revised technical documents, including instructional documents. Setup and deployed systems at client sites. Managed printer and server maintenance. Provided desktop support of common MS Office and other software applications.

- Maintained focus and met deadlines while supporting up to 300 clients with on-site assistance. Reduced downtime by collaborating with SMEs to resolve complex IT issues.

- Improved productivity by training and mentoring help desk interns.

TERPSYS, Bethesda, MD May 2012 - August 2012

COMPUTER ANALYST INTERN

Set up laptops, PCs, Macs, iPhones and iPads for users. Installed software, imaged, encrypted and decrypted Windows and MAC systems. Managed surplus of systems and devices.

- Exceeded customer service volume expectations, supporting 20+ users and escalating urgent tickets from VIP users.

STEVENSON UNIVERSITY, Stevenson, MD September 2011 - December 2012

TECHNICIAN, Tech Connection

Provided technical support for faculty and student body. Handled password resets and general user account issues.

- Increased efficiencies by providing effective training and oversight of new staff.

EDUCATION

Bachelor of Science (BS), Computer Information Systems - Network Design, Stevenson University, Stevenson, MD

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