Technical Support Customer Service

ERICKA BRADLEY

** ***** *** **., ***. *C • Owings Mills, MD 21117 • 410-***-**** • ***************@*****.*** IT HELP DESK TECHNICIAN

Tier 1 Help Lines Technical Support User Training Software/PC/LAN Troubleshooting Astute, dependable, and results driven IT professional offering a diverse skill set and 3+ years’ experience in providing software, hardware, client/server and networking technical support. Possess superb communication, leadership, and follow through skills; adept in communicating with both technical and nontechnical users. Demonstrated strengths in rapidly diagnosing, troubleshooting, and resolving client issues. Proven success working in high volume, 24x7 technical call centers and training staff. Relevant skills and broad based experience in:

Customer Service Technical Troubleshooting Network Security

Root Cause Analysis User Training & Support LAN Connectivity

Software Installs Client & Vendor Relations Phone & Online Support

Hardware Configurations Preventative Maintenance Warehouse Distribution TECHNICAL PROFICIENCIES

Platforms: Windows, Mac

Networking: LAN/VPN Remote Connectivity, Cloud

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems Software: Windows, MS Office (Word, Excel, PowerPoint, Outlook), Vantive, FootPrints Service Core PROFESSIONAL EXPERIENCE

General Dynamic IT, Columbia, MD 2011 2015

Tier 1 Technician (Government Contractor)

• Answered incoming calls from end user with technical issues; installed software for HP/Xerox printers, Blackberry phones, and EVDO cards for connectivity and setting up Windows 7 PCs.

• Troubleshooted end user’s technical issues with connectivity, printers, smart cards and various web based applications; assisted end users with one on one helpdesk support over the phone.

• Assisted with training new employees and resetting passwords in MS Active Directory.

• Tracked hardware/software shipments using UPS and FootPrints Service Core. Concentric, Hunt Valley, MD 2011 2012

Technical Support Engineer 1

• Answered inbound support calls in a high volume call center environment.

• Logged information, updated reported issues into Vantive ticketing application, and assisted with password resets.

• Prioritized, assisted, and escalated issues where required to 2nd and 3rd level technical support staff.

• Guided and instructed users in uploading/downloading links, patches, and files using various web applications. Bill Bateman’s Bistro, Reisterstown, MD 2003 – 2011 Waitress/Trainer

• Evaluated and trained new employees and multi tasked to balance various duties.

• Ensured stations were ready for service and prepared restaurant for opening shift. CAREER NOTES: Prior success as an Entrepreneur Ericka’s Cleaning, Owings, Mills, MD EDUCATION

MBA Information Systems Security Administration, Strayer University, Owings Mills, MD (projected completion, 2016) BS Information Systems and Cybersecurity, ITT Technical Institute, Owings Mills, MD (2014) BS Information Systems, ITT Technical Institute, Owings Mills, MD (2012) AAS Information Technology and Computer Network System, ITT Technical Institute, Owings Mills, MD (2011)

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