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Customer Service Information Technology

Washington, District of Columbia, United States
October 27, 2016

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Thierry Diago

**** ********* ****** ~ Waldorf, Maryland 20603 ~ 240-***-**** ~


Software: MS Office 2016, 2013, 2010 suites; Office 365; Operating Systems: Windows 7, 8 and 10, Server 2012, 2008.

Networking: Basic Network administration, Basic Server 2012 and 2008 Administration; Active Directory experience.

Languages: Fluent in French


Center for Strategic and International Studies Washington DC

Help Desk Analyst Intern March 2016-September 2016

Provided TIER1 and TIER2 technical support to more than 350 users in a windows environment.

Served as the initial point of contact for resolution of computer-related problems using ticketing system to respond to in person, email, and phone requests for issues.

Researched, diagnosed, documented and resolved technical issues in Windows 7, 8 and 10 environments for MS Office, e-mail, Internet connections, and hardware/peripherals.

Provided basic Active Directory account administration.

Provided Internet and network connectivity support and troubleshooting.

Performed workstations setup on daily basis to ensure high efficiency and short downtime.

Researched, resolved, and responded to complex questions received via telephone calls, electronic mail, printed requests or escalations in accordance with current standards.

Worked in a team environment with other members of the Technical Support group to provide expert and creative solutions to user problems to ensure user satisfaction and productivity.

Sam’s Club Waldorf, Maryland

Sales Associate / Cashier June 2012 – July 2014

Assisted at least 500 members daily and provided great customer service by efficiently completing sales using cash register.

Meeting customer expectations in areas such as timeliness, quality and consistency by being able to control a conversation and quickly obtain relevant information while building customer relationships and loyalty.

Met store goals by offering and signing up members for the store credit card.


Year Up / Northern Virginia Community College Arlington, Virginia

Information Technology Training September 2015 – July 2016

Virginia Union University Richmond, Virginia

Business Management August 2011 – February 2012

Enrolled in a leading national career development program with 250 corporate partners graduating 2,000 students annually across thirteen cities; the one-year program includes college-level coursework, career training, and a six-month corporate internship.

Participated in Information Technology track, which prepares students primarily for roles in desktop support, IT Help Desk, and business operations.

Earned 15 college credits in Information Technology and English in partnership with Northern Virginia Community College; mastered coursework in computer networking, computer troubleshooting and repair, business writing, professional skills, personal finance, customer service, and critical thinking; completed Cisco IT Essentials course material via Year Up, a Cisco Networking Academy.

Awards and Honors

Played defensive back at Virginia Union University and also won the 2010 Maryland Class 2A state football championship.

Certification of completion of the Learning Development phase in IT at Year Up.

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