Technical Support, Microsoft Office, Programming, IT,Computers&Devices
Resume:
Frank Shealy
Snow Hill, NC *****
***********@*****.***
Qualifications
Entry-level developer proficient in hardware and software support with knowledge in the areas of data storage, information security, networking, operating systems, programming, pc hardware, software, systems administration, technical writing and virtualization. Results-oriented with the ability to provide high quality technical support for any size organization. Coupled with the skills to manage multiple tasks, work independently, and work under pressure as part of a team proficiently.
•Two years of experience in the Information Technology industry.
•Ability to provide support for Apple Macintosh, Linux and Microsoft Windows operating systems. Able to type 75 words per minute (WPM). Able to train computer users. Able to provide high quality customer service/technical support over the phone. Able to diagnose, troubleshoot and repair technical equipment. Basic ability to cable, install, maintain, and troubleshoot networking devices such as; hubs, switches, and routers.
•CompTIA A+ Certified. Confident, responsible, efficient, and flexible.
•Excellent time management, analytical, collaborative and problem-solving skills. Meticulous worker, attentive to quality and detail. Proficient Microsoft Office; Excel, Word, and Outlook skills. Quick-learner, eager to further Information Technology knowledge and skills. Skilled at interacting with customers of various socioeconomic and ethnological backgrounds. Skilled at explaining technical concepts in a clear concise way. Strong communication, interpersonal, problem-solving and presentation skills.
Skills
•Experience with; basic network troubleshooting, command line interfaces (command prompt/powershell), ticketing systems, technical support, hardware troubleshooting, software troubleshooting, operating systems, hardware installs, software installs, phone call support, online support, preventative maintenance, and network printer setup.
•Knowledge of; Active Directory, customization/configuration, disaster recovery, Ethernet, firewalls, network sub netting (CIDR, VLSM), LAN, WAN, WLAN, SAN, network attached storage, network security, network systems, network protocols like (DNS, DHCP, EIGRP, TCP/IP), open source technology, performance tuning, RAID, wifi access points (WAP), workstations, Web servers, Windows PowerShell, IPv6 testing tools, VMware, VPN, and middleware.
•Knowledge of network security programs and technologies like; Anti-Virus software, host intrusion detection systems (HIDS), intrusion prevention systems (IPS), malware scanners, network access control lists (ACLS), network mapper security scanner (NMAP), network intrusion detection software (NIDS), network protocol analyzers (Wireshark), and vulnerability scanners like (Nessus).
•Knowledge of programming languages, scripting/coding languages, web development languages, web security, web server administration technologies such as; Apache, application program interfaces (API), batch files, JavaScript, libraries, manipulating arrays or strings, Microsoft SQL Server, URL tokens, XHTML, PHP, HTML, CSS, MYSQL, SQL, user interface designs (UI), and VBScript.
Education
East Carolina University - Greenville, NC (2012-2015)
Bachelors of Information and Computer Technology
•GPA 3.07, Honor’s Award (2013)
Lenoir Community College - Kinston, NC (2010-2012)
Associates of Arts
•GPA 3.7, Deans List (2011), Sigma Alpha Pi Member (2012)
•Silver ACT National Work-Keys Career Readiness Silver Certification (2010)
Professional Development
Khan Academy (2016-Present)
•Computer Programming; JavaScript/SQL/HTML/CSS
Experience
CompuCom Systems, Desktop Support Analyst Contractor- Wilson, NC (2015-2016)
•Assisted BB&T banks by repairing Validator machines to perfect working condition. Demonstrated technical support for programs used at BB&T by the employees, management, and technical teams across the nation such as; Microsoft Outlook, Microsoft Office, BlueZone, Thomson Reuters, BankPro, Learning Center, Microsoft Visio, Microsoft Visual Studio, and Adobe Acrobat. Impressed clients and achieved satisfaction by solving technical issues with; Microsoft Outlook, BitLocker, Microsoft Sync Center, Microsoft Windows operating systems, Internet Explorer, software, hardware, computer slowness, virtual machines, and network printer setup.
•Obtained CompTIA A+ certification demonstrating knowledge and abilities in; achieving goals, Hardware, Software, Operating Systems, Technical Support, Troubleshooting, Networking, and Information Security.
•Provided outstanding remote technical support for BB&T a fortune 500 company and large organization of over 33,000 people nationwide. Provided quality assurance by checking in with the clients regarding previous technical issues and installations, to verify if everything was still working properly after the solutions and installations were implemented. Provided technical instruction in a clear concise way. Utilized ServiceNow ticketing system for fulfilling requests as well as adding documentation for installation, and troubleshooting status.
•Worked with Subject Matter Experts, Engineering teams, Software Distribution teams, BB&T management teams, and BB&T bank employees from different ethnological backgrounds to resolve technical problems. Worked with clients on brands such as HP, Lenovo, Dell, Microsoft, and Lexmark.
East Carolina University, MultiMedia Technical Support (Internship) - Greenville, NC (2015)
•Decreased the rate of technical issues through preventative maintenance techniques.
•Demonstrated support for software programs such as; Crestron, Keynote, Microsoft Office, Microsoft Outlook, and Mediasite. Deployed Windows and Apple operating system updates and upgrades.
•Impressed teachers by diagnosing, troubleshooting, and repairing equipment in a diligent timely manner. Kept computer performance optimal by completing updates, upgrades, and using reimaging software. Kept proper documentation of the information that teachers provided in addition to inventory information. Performed quality assurance testing on equipment repaired. Provided exemplary technical support for a large organization of over 29,000+ employees, teachers and students. Provided hardware support for; computers, connectors, laptops, microphones, projectors, sound processors, monitors, peripheral devices and speakers. Worked on equipment brands such as Apple, Crestron, Dell, Epson, Lenovo, Panasonic, Samsung, Sony, and Microsoft Windows.
East Carolina University, Network Upgrade Project (Volunteer) - Greenville, NC (2014–2015)
•Created an organized networking closet by rewiring routers and switches. Deployed Operating System updates/upgrades. Ensured a welcoming atmosphere for customers by installing an audio system and Wi-Fi Access Point. Exceeded expectations by providing quality assurance testing. Increased storage capacity and performance by replacing Hard Drives with Solid State Drives. Hardened network security by configuring complex passwords on routers and switches.
•Made effective use of Project Management skills to create a successful network infrastructure upgrade for Williams Family Chiropractic through planning, project scopes, work breakdown structures, and project timeline analyses. Maintained proper documentation and authorization while working within a medical facility by signing HIPAA forms. Provided a professional presentation with documentation of our success to a large audience that consisted of advisors, instructors, students, and college-board members.
Greene County Middle School, Help Desk Support (Volunteer) - Snow Hill, NC (2012)
•Documented the information teachers provided about technical issues. Demonstrated support for software programs such as; Microsoft Office, Mozilla Firefox, Safari, Appleworks, Keynote, Pages, and Adobe Reader. Maintained a genuine reliable work environment for teachers by repairing peripheral devices, and audio video equipment in a timely manner. Provided excellent help desk support for an organization of over 200+ students and teachers.
•Provided hardware support for; MacBooks, desktop computers, laptops, projectors, speakers, peripheral devices and promethium boards. Worked on equipment brands such as Apple, Dell, Lenovo, Panasonic, Samsung, Sony, and Windows.
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