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Customer Service Help Desk

Waco, Texas, United States
October 28, 2016

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**** ******** **. ****, ** ***** 254-***-****


To obtain a position where I can maximize my multilayer of management skills, quality assurance, program development, training experience, customer service, and a successful track record in the field of Informational Technology.


4+ Years’ experience in the Information Technology field with expertise in customer relations

Dedicated, hardworking individual with the technical and intercommunication skills necessary for achieving a high level of success

Outstanding motivator and builder of teams with supervisory capabilities. Delegates and monitors work to meet and beat deadlines, capable of multi-tasking with exceptional attention to detail

Successful in meeting new technical challenges and finding the best possible solution to meet the needs of the consumer.

Excelling in high pressure environments utilizing the information available to enable an accurate, quality experience for businesses and consumers


Fluent in SQL and Command Line

Thorough understanding of Internet Information Services and Network Topology of WAN and LAN networks.

4+ years of hands on experience with the detection and removal of malware using Command Line (Netsat, Nslookup, TraceRt, Task list, Icacls, TAKEOWN Ext. Ext.) Process Explorer, Autoruns, Hijack This and others.

Capable of providing up to date on information regarding internet protocols such as TCIP (IPV4 and IPV6) DHCP, and UDP.

Exceptional knowledge of DNS and Active Directory.

Experienced with Windows 7-10 operating Systems, OSX, Android and Linux, MS Server 2012 and 2008, Microsoft SQL Server 2008, Kali Linux and Ubuntu, Microsoft Word, Excel, Publisher and Power point, Adobe Photoshop CS2-CS6, Microsoft Azure, MS Office 365 and DOS systems such as command prompt and terminal.

2+ years of experience with essential Help Desk related tools such as remote software and IT ticketing systems.



NOV. 16TH 2012 - APR. 14TH 2014

Assisted students and staff with all technical issues regarding tools provided to them by the campus VPN.

Routinely monitored and maintained AD credentials of students and staff in addition to providing maintenance and regular updates to the campus network.

Would upon request, offer desktop technical support for personal computers and operating systems OSX and Windows.

Recorded all issues within ticketing system and would occasionally have to look back and analyze these issues to determine trends and potential exploits in campus software.



JULY 7TH 2015 - AUG. 28TH 2015

Educated Medicare/Medicaid patients for United Healthcare on the nature of their benefits and available assistance with additional medical expenses.

Navigated through DOS systems and Windows Server 2008 to provide customers with the necessary information customized to meet their needs.

Meticulous documentation of customer call in service and identification of potential risks.

Reassured distressed customers with people soft skills when necessary

Provided Customer and Technical Information Analytical services


MARCH 13TH 2016 - SEPT 14TH 2016

Assisted Comcast customers with internet issues relating to their Wireless Gateways and/or third party devices.

Resolved any and all wireless internet issues via no connection/intermittent connections signal leakage due to faulty and/or end of life equipment, incorrect DNS settings, browser pivots, proxies (the latter two would be best effort due to scope issues).

Educated customers on setting up new devices for internet connection, setting up port forwarding and parental controls and equipment capable of boosting internet signal and speed


2014 Associates Degree from Utica College, Utica, New York.

(June 13th-August 7th): Training in Network Topology and Security via UC Help Desk and

(June 16th-September 12th): Trained in virus killing using process explorer, auto runs and hijack this from UC Help Desk.

(June 2012-Present): Self-Educated in Command Line, SQL and Database Management.

(June 13th- Sept 12th): Trained to work with both Windows and OSX

(June 2014-Present): Self-Educated on Ubuntu and Kali Linux


Provided upon request

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