Customer Service Microsoft Office

Michelle Vanterpool

202-***-**** or 252-***-**** *******@*******.***

EDUCATION

H.O.P.E. Project, Help Desk Training Support, November 2013, Washington, DC

Elizabeth City State University, BS Criminal Justice, May 2012, Elizabeth City, NC

CERTIFICATION

CompTIA A+ Certification (YRG7NWTBZPQE2ZDB), November 2013, Washington, DC

Customer Service Certification, Achieve Global, July 2013, Washington DC

Proctor, Prometrics, April 2013, Washington, DC

Effective Teachers Training, August 2008, Edenton NC

SKILLS

SCCM*DSM*Remote Desktop (RDP)*Windows Server 2003/2008*PC Troubleshooting*Printer TroubleshootingMapping Network Drives*Hardware/Software Configurations *Windows 8/7/Vista/XP *Application Support** TCP/IP * Networking * Deployments * Strong Organizational Skills * AS/400*Microsoft Office 2003-2013*COTS* Active Directory *VPN* Customer Service Expert * Quick Learner * Conflict Resolution

EXPERIENCE

Psychiatric Institute of Washington DC

Desktop Technician/Systems Administrator 07/2014-03/2016

Diagnose, troubleshoot, and resolve hardware, software, or other network/system problems, replace defective components when necessary.

Maintain and administer related computer networks and related computing environments

Migration from Win XP to Win 7

DSM. Remote Desktop. Active Directory

Perform data backups and disaster recovery operations

System administration, user account creation, backup/restore data

Apply solution by restoring broken or intermittent connections, adjusting software configuration, install patches, and reboot system

Package, test, deploy and update software, build knowledge base

Avaya phone system management

Conference room setup/support. End user support

Maintain, repair, replace, and install PC’s and network hardware and software

Department of Labor

Jr Desktop Technician 03/2014- 05/2014

Migration from Win XP to Win 7 (SCCM)

Review, maintain, and perform upgrades to existing PC systems

Package, test, deploy and update software

Software application support including MS Operating Systems and print drivers

Apply solution by restoring broken or intermittent connections, adjusting software configuration, install patches, and reboot system

System administration, user account creation, backup/restore data

Perform routine network and PC installation, troubleshoot, maintain and resolve any related problems

Document all support provided to the end user

ALEX, LLC US Forest Service

IT/Technician/Desktop Support 12/2013-01/2014

PC refresh

Review, maintain, and perform upgrades to existing PC systems

Disconnect/Reconnect PC and Peripherals

Support the end user in a client facing role

Document all support provided to the end user

Install adjustable monitor arms

Maintain, repair and install PC’s and network hardware and software

Troubleshoot and determine problem

Quality Assurance Inspections

Competitive Innovations

Technical Support –Intern 09/13-12/13

Perform internet research on a broad range of subjects

Provide end user support and basic training for SharePoint 2010 Foundation

Perform basic telesales and schedule appointments

Assist with the design, migration and updates of Kentico websites

Support Microsoft Office 365 Migration, Archiving, eDiscovery, Compliance, and Data Loss Prevention

Homeland Computer Services

IT Technician/Software Support 07/12-present

Maintain, repair, and install personal pc’s and network hardware and software

Review, maintain, and perform upgrades to existing pc systems

Troubleshoot and determine problems

System administration, user account creation, backup/restore data

Apply solution by restoring broken or intermittent connections, adjusting software configuration, install patches, and reboot entire system

Vendor management, PC refresh and migration

Assist with the management and maintenance of hardware and software inventoried

Swain 2012 Campaign

Office Manager/Personal Assistant 07/12 -11/12

Responded to information requests from media and designated an appropriate information source

Established cooperative relationships with representative of community, unions, and public interest groups

Conferred with campaign manager and other staff to identify trends, and key group interests to provide campaign strategies

Maintained and updated filing, inventory, mailing, voter registration, and voting database systems

Opened, sorted, and routed incoming mail, answered correspondence and prepared outgoing mail

Typed, formatted, proofread, and edited correspondence and other documents

Updated website; made travel arrangements for candidate

Boys and Girls Club

Program Leader/Technology Room Coordinator 04/05 -07/10

Created instructional materials for staff members for the purpose of training

Assisted staff and students with computer, basic software, accounts, shared networks and lab equipment

Managed day-to-day operations of drop-in lab and support desk

Maintained operating supplies for computer lab

Installed, tested, and provided maintenance for computer hardware and software

Served as a volunteer for five years; supervised four others

Planned schedules, programs, and educational activities for members

Lead Power Hour and assisted with homework

Implemented book club for member ages 6-9 and solicited community volunteers to assist with Club Read; ensured grant guidelines were met

Started a garden club and recruited local master gardeners to assist members

Smart Start

Family Literacy Outreach Coordinator 04/01 -05/05

Ensured grant guidelines were met and maintained monthly reports

Completed program records and reports with accuracy and submitted with timeliness

Submitted documentation to supervisor as required to comply with grant guidelines and program accountability; managed program resources

Participated in county, district, and other team/staff development meetings.

Planned publicity/marketing programs; participated in community activities and educational programs.

Developed story hour programs for library

Assisted 25 single mothers to enroll in GED programs and college matriculation

Contact this candidate