Customer Service Active Directory
Resume:
Dontae Tyler
**** ********* ** ********* **. ****2
**********@*****.***
SUMMARY:
Skilled with proven professional leadership skills in high pressure, people\mission oriented environment; able to independently accomplish complex requirements. I have excellent written and oral communication skills as well as unique problem solving experience
Professional Experience
9/14-6/16 MindFinders Incorporated (IT Solutions Company) DC Government, Washington, DC
Tier 1 Help Desk Technician
Identifying, researching and resolving complex technical issues and providing customer service support to approximately 500 end users.
•100% over the phone resolution averaging over 25 calls per day.
•Track all incidents in Remedy Action Request system and document a detailed resolution for every call.
•Utilize Remote Desktop tools to connect to users PC for additional troubleshooting.
•Assist user with creating and mapping outlook personal folders and exchange profiles.
•Assist users in mapping to network printers via Windows Remote Desktop tool.
•Follow escalation procedures according to Service Level Agreements to resolve issues within the permitted time.
•Escalate issues that are unable to be resolved in the permitted time for first level resolution.
Technical Skills
Microsoft Office 2010, Windows XP, Windows 7, MAC OS, Active Directory, Windows Remote Desktop, DameWare, Spiceworks helpdesk ticketing system, Remedy ticketing system, RS2 Access Control tool, Programming logic and design (basic program fundamentals)
Education
Prince Georges Community College
Associate of Applied Science
Information Technology
(GPA 3.0), Degree expected spring 2017
Montgomery Community College
General Studies, 2013-2014
Certifications
CompTIA Security + Certification
CompTIA Network + Certification (In Progress)
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