Customer Service Technical Support

Monica Curry

**** *. **** **, *** Orleans, LA ***19

Phone: 504-***-****, 504-***-****

acw96v@r.postjobfree.com

Professional Summary:

Customer service focused Technical support specialist with 8 years of experience, an exceptional ability to troubleshoot end user problems. Excellent written and verbal, and communication skills. Knowledge of MS desktop environment. Excellent organizational skills, works well in a team environment and display strong work ethic.

Core Qualifications:

Customer Service oriented

Knowledge of hardware equipment

Experience in Trouble shooting issues

Diagnose and resolve hardware and software issues

Performs research and continued effort towards education in the area of new technology for the purpose of making recommendations for equipment and software program purchases and upgrades.

Test and Deploy new applications as well as system patches and updates

Develop and Maintain system documentation, administrative and user guides

Knowledge of Microsoft office 2007, 2010,2013 and Cloud

Remote Desktop Support

Active Directory

Provide technical assistance and support for incoming queries and issues related to computer system, software and hardware

Respond to queries either in person or over the phone

Write training manuals

Train computer users.

Ability to work independently and exercise sound judgment to resolve issues

System Backup

Ticketing system, Remedy, Citrix, Spice works

System analysis

Experience:

08/10/2015-08/24/2016

Crescent Care New Orleans, LA 70112

IT Desktop Specialist:

Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware. Respond to tickets either in person or over phone, maintain a daily performance of computer system including upgrading and replacing hardware. Maintained inventory and service IT equipment as well as installing software and hardware and installing peripherals for end users, running reports to determine why malfunctions continued and in addition to creating end user accounts in active directory, enabling user accounts, disabling account as well as resetting passwords. Performed daily backups of computer system files and end users profiles. Develop help sheets and knowledge based articles for end users as well as reference sheets.

Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

5/13/2015-05/27/2015:

Shell Oil/Hewlet Packard, New Orleans, LA 70115

IT Support Engineer:

Reimaging computers, that were shipped in from vendors, deploying new computers systems, performing system backups as well as trouble shooting OS systems hardware and software’s, on 64 bit and 32 bit systems. Enabling end users privileges as well as enabling, and disabling network access. Installing computer peripherals and dual or triple monitor setups, in addition to installing soft-phones, and repairing end user profiles ensure that ticket request are followed up on as well as performing operating systems, updates, policies & procedures, report writing, and trouble-shooting. Manages and maintains the hardware, laptops, and wireless devices. Functions as liaison with IT department and software vendors performs file maintenance, works with team on workflow build and development, and ensures interfaces function properly. Use troubleshooting skills to research, identify, resolve, and respond to end user ticket requests and questions received via telephone calls, e-mail, visits, and callbacks in a timely manner, in accordance with current service level requirements.

09/10/2007-05/27/2013:

LSU Medical Center New Orleans, LA 70112

Help Desk Technician:

Troubling shooting minor computer problems and software applications malfunctions, resetting end users passwords, as wells as establishing user accounts, setting up email accounts and establishing privileges for end user to have access to share drive. Establishing access through server so that end user can have access to system applications, while providing technical assistance and support for incoming queries and issues related to computer systems, software and hardware.

Train end users, in addition to maintaining daily performance of computer systems. Respond to email messages for customers seeking help. Walk end users through problem solving process, as well as installing, modifying and repairing computers hardware and software. Run diagnostic program for users and following up with customers to ensure that issue has been resolved.

02/08/2007-06/15/2008:

Louisiana Recovery School District New Orleans, LA 70115

Installing and setup up computers as well as creating databases for school administrators and staff, installing workstations, monitors, printers, for teachers and staff usage, as well as installing hardware and software systems. Maintaining equipment inventory, configure computer systems to be added to network and providing technical support on site or via phone or email.

Education:

April 2007: Graduate Associates Degree: Business Science/ Minor in Software Applications

Delgado Community College New Orleans, LA

April 2010: Graduated Bachelors Degree: Computer Science/Minor in Software Applications

Phoenix University Metairie, Louisiana

March 2017: Current Master Degree: Computer Management/ Minor in Software Engineering

Strayer University Metairie, Louisiana

Certifications: A+ Certification August 2010

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