Customer Service Active Directory

Kimsey Berry

Memphis, TN• C: 414-***-**** • **********@*****.***

Professional Summary

Educated computer technician with a strong technical background excellent Clint service record. Dexterous at repairing complex technical issues and able to multitask effectively and bring several installation projects to completion with full accuracy and efficiency.

Work History

Help Desk Analyst, May 2016- present

First Tennessee (contract), Memphis, TN

• Answer incoming calls to provide support for technology issues, including personal computers, printers and multi-function devices, application support, software installs, password and access support, backup file restorations, email issues, internet access, and wireless device support as well as support for applications that are specific to the financial industry.

• Provide support identified above through various channels, including Remote Desktop Management systems, Active Directory, Microsoft SCCM, CA ITCM, etc.

• Provide accurate and complete description of the issue, inquiry, and service request in a call record or incident management tracking application.

• Follow step-by-step problem solving instructions prescribed in application run books, as well as perform necessary research for undocumented solutions as required.

• Determine when field support is necessary and dispatch appropriate vendors.

• Contribute to internal knowledge base

Warehouse loader, 02/2016 to 05/2016

Pepsi – Collierville, TN

Drive hi-lift to picking area and build pallet/load according to load sheet or voice pick audio equipment (if applicable)

Mark load ticket for out of stock items

Wrap pallet when pallet/load is finished

Turn in paper work with order for check before loading and have truck checked

Stage pallet and/or load into truck when ready

Complete partial pallets and put away mixed pallets

Maintain proper housekeeping standards in work area

Regular, reliable, predictable attendance

Repair Tech Tier 2, 10/2015 to 02/2016

FedEx TechConnect (contract) – Collierville, TN

Diagnose and repair circuit boards

Solder circuit boards

Repair tech, 08/2015 to 10/2015

Flextronics IBM (contract) – Memphis, TN

Trouble and repair of computers

Identify and troubleshoot complex IT issues

Remote

Investigate and repair computer hardware

Configuration of damaged cpu units

Handle break/fix components

IT Help Desk Support, 06/2015 to 08/2015

Hudson Bay Company (contract) – Jackson, MS

Remote into PCs, Registers, ThinClient

Repaired, installed and configured RF scanners

Repaired, installed, configured Zebra and LaserJet printers

Provide desktops support solutions

Customer Service, reset password

Lead Hub Administration, 11/2012 to 06/2015

Envoy Air (American Eagle Airlines) – Jackson, MS

Worked in unison with Team to accomplish set goals

Used RF scanners

Handled Baggage

Prepped Plane

Agent Scheduling and assigned agent tasks

Extensive experience in providing excellent customer service (US Air, United, American Eagle)

Data Auditor, 04/2015 to 05/2015

CSpire (contract) – Madison, MS

Tested wireless devices

Recorded device data via Microsoft Excel

IT Intern, 02/2012 to 12/2014

Boys & Girls Club – Jackson, MS

Installed computers and software

Resolved computer system issues

Education

Bachelor of Science: Computer Technology, Current

Jackson State University - Jackson, MS

Skills

Systems: Windows OS 9X/Vista/7/8, MACSoftware: MS Office 2003 thru 2013 (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint,Microsoft Outlook), Active Directory, MainframeHardware: troubleshooting, installments, assembling computer network, connecting and configuring cables and internet, remote access, peer to peer, LAN/WAN, VPN, Ricoh Printers, 2nd level hardware support techLanguage: JavaVolunteer Services: PC Systems Solutions -Ripley, TN -April 2010 to August 2011. Shadowed Clifton Fuqua(Sr. Systems/ Technical Integrator)

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