IT Professional

Darquez Smith

Cleveland, OH

************@*****.*** - 202-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

IT Manager

MARYLAND MANAGEMENT COMPANY - Hanover, MD - June 2015 to April 2016 Responsibilities

Manage 150 Windows base computers, 6 Windows Servers(2008-2014) SQL Server Data Base Management

Comcast/ Verizon account management/ tech support (43 properties) Printer/ Scanner management/ support

Network Analyst/ Administrator

Account Management (intranet/ portal, email)

Exchange account management

Software/ Hardware support/ Management

Technology Consultant/ Purchaser

File Management

Train Employees

VMWare

Remote Access tools

Only Technical support contact for 200+ Employees including management and owner Data Recovery

Backup (Tapes, Symantec)

Active Directory Management

Migration

DHCP, DNS, WlAN, LAN

Network Management/ Support

Firewall Management/ Support (SonicWall)

MAC Support desktop/ laptop- break-fix issues, Troubleshoot hardware/software issues, hardware/software installation, Performed upgrades.

Skills Used

Embrace Team work and efforts

Balance specialization and cross-functional expertise arbiter of risk

Build strong working relationships

project management and program management

Actively communicate

Negotiation Skills

Conflict Management

Active Listening

Leading without authority

Time management

Problem solving and decision making

IT Analyst

University Of Maryland University College - Largo, MD - April 2015 to June 2015

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;

• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, software installation, oracle and unix, sqlplus.

• Installing and configuring computer systems and software

• Remote access

• Diagnosing and solving hardware/software faults

• Logging customer/employee queries

• Analyzing call logs to spot trends and underlying issues

• Assist students/ faculty with online class technical issues. How to’s/ break and fix

• Faculty and student account management.

• Vpn/ Vda installation and troubleshooting.

MAC Support desktop/ laptop- break-fix issues, Troubleshoot hardware/software issues, hardware/software installation,

Accomplishments

Consistent 100% quality assurance ratings.

Skills Used

Outstanding customer service skills, excellent analytical and problem solving skills

Excellent interpersonal oral and written communications skills as well as a good telephone presence

Excellent organizational and follow-up skills with strong attention to detail

Strong teamwork skills; possess strong work ethic

Ability to work in a fast-paced, changing environment, demonstrated by previous experience in a similar environment

Proven ability to organize and take direction

Ability to recognize priority issues and escalate accordingly; understanding of PC skills including navigation, component use (e.g. modem, CPU and terms and acronyms)

Strong understanding of basic PC skills including navigation, component use Help Desk Support

AT&T - Fairborn, OH - September 2014 to December 2014 Responsibilities

Tier 1, 2 &3 Mobile,/ Network Tech Support. Via email and Telephone--Use decision-support computer software programs to respond to common customer work/service order inquiries and requests. • Position entails a high amount of customer interaction over the phone. Ensure that customers understand product information, and be able to provide additional information to customers as needed • Listen attentively to customer needs and concerns; demonstrate empathy. • Prepare complete and accurate work and update customer file. • Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. • Effectively transfer misdirected customer requests to an appropriate party.

• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. • Participate in activities designed to improve customer satisfaction and business performance. Park Ranger

National Park Service - Dayton, OH - August 2013 to August 2014 Responsibilities

• Greet Visitors

• Ranger Talks/ Programs

• Gift Shop Sales

• Cash register/ Credit Card Machine

• Monetary Safes

• Several Inbound Calls

IT Support Specialist/ Web Designer

Central State University - Wilberforce, OH - January 2009 to May 2014 Responsibilities

• Hardware/ Software / mobile device/ peripheral troubleshooting & installation

• Fix Desktop/ Laptop issues

• Remove Viruses and add virus protection

• Trained students

• Remote Fix

• Web Development (HTML/CSS/ADOBE SUITE) JQUERY using Adobe Suite

• LAN/WLAN/WIRELESS NETWORK installation/ trouble shooting

• Evaluate and recommend technology for purchase

• Preventive Maintenance

Diagnosing, testing and repairing Apple Computer Systems.Utilized extensive product knowledge and troubleshooting experience for hardware and software. Software/hardware installation. Performed upgrades. Park Ranger

National Park Service - Washington, DC - May 2012 to August 2013 Responsibilities

• Greet Visitors

• Ranger Talks/ Programs

• Gift Shop Sales

• Cash register/ Credit Card Machine

• Monetary Safes

• Several Inbound Calls

SALES ASSOCIATE

Adrena Smith Holiday Gift Baskets - Cleveland, OH - June 2006 to May 2011

• Assisted with the gift basket sales, responsible for collecting the funds

• Empty trash containers, which was left over from preparing the baskets. Answering telephones; from customers requesting gift baskets for particular holidays. Duties such as driving, replenishing supply for the company and answering visitor questions EDUCATION

BS in Management Information Systems

Central State University - Wilberforce, OH

2009 to 2014

ADDITIONAL INFORMATION

Welcoming Personality Great Communication Skills Quickly Learn/ Adapt 8 years of Customer Service Experience 7 years of Technical Experience Strategic planning Always ready for challenges Project Management

4 years of Web Development experience Self-motivated Work great with teams Can work independent efficiently TECHNICAL SKILLS

• Computer Hardware / Software Troubleshooting and fix

• Peripheral device setup, installation, troubleshoot and fix

• Mobile device unlock, troubleshoot and fix

• Web Development HTML/ CSS/ Java/JQUERY

• Internet connectivity troubleshoot and fix (wireless routers, modem, and dsl)

• Virus, malware, and cyber security threats troubleshoot and fix

• Type 70 WAM

Software

• Microsoft Office 2007-2013

• Adobe Suite CS3- CS6

• Windows OS: XP, 7, 8

• Android

• IOS

• Virus Protection

Contact this candidate