HIGHLIGHTS:

LAN Aptitude

Windows **,*,*, Vista, XP, NT, 2000

Proficient in phone, printers and security

Customer service-oriented

Meticulous and organized

User support and training

Excellent communication and follow up skills with staff and customers

TECHNOLOGIES:

Windows 10, 7,Vista,XP,NT,2000; iOS; Microsoft Office; TCP/IP; Adobe; Lotus Notes; Outlook Exchange; Internet Explorer; PeopleSoft; SharePoint; AS400 Mainframe ;TeleNet; HyperTerminal; HP Openview; Citrix Meteframe; Active Directory; Remedy, Peregrine Service Center; DameWare; RightFax; Track-It; Carpe Diem; DeltaView; VNC viewer; VPN Client; Netwizard; QuickBooks Pro; Norton Antivirus, Norton Ghost, Norton Utilities, PCAnywhere, Configuration Manager Console.

EDUCATION:

Virginia State University August 2000 – December 2004

Bachelors of Science - Information Systems and Decision Science Petersburg, Virginia

EXPERIENCE:

Field Service Tech August 2016 – Present

Tek Systems (part-time) Richmond, Virginia

Installation of POS software and upgrades

Hardware maintenance, installation, network management, multi-vendor maintenance and software support

Diagnose customer problems at service calls and restore functional service to existing customers

Installation Project Coordinator August 2016 – Present

Lumber Liquidators Richmond, Virginia

Partner with store associates to deliver sales support and high customer satisfaction (involving orders, deliveries, installations and issue resolution)

Documenting, modifying and distributing SOP’s

Develop and maintain detailed project schedules and timelines to ensure project completion and quality

Serves a liaison for assigned stores, Regional Managers, Installers and customers.

Identify and resolve operation issues and procedures.

Help Desk Analyst May 2016 – August 2016

Lumber Liquidators Richmond, Virginia

Installed and supported a 380 site network at Lumber Liquidators as a contracted resource.

Set up, configured and deployed firmware for all new POS installations.

Provided exceptional point of contact troubleshooting and issue resolution.

Department Manager Nov 2010 – February 2016

Nordstrom Garden City, New York

Responsible for team of over 15 employees in the Spec. O. /Daytime Dresses department.

Consistently increased dress dept. ($3.1M) volume.

Collaborated with support team for accurate inventory management and achieved shrinkage goals

The ability to work under pressure and handle challenging situations.

Help Desk Analyst/Trainer March 2006 – October 2010

Williams Mullen Law Firm Richmond, Virginia

Provided excellent support for a wide range of desktop and web-based applications, including but not limited to: Hardware setup/troubleshooting/maintenance, software configuration/upgrading

Managed Windows and Novell networks as part of a team (1000 users). Exchange and MS Office support utilizing VNC, PCAnywhere and Altiris Remote Access)

Proficient in Active Directory, granting access, creating network shares and mailboxes.

Provided training for new hires and new software.

Help Desk Analyst February 1996 – October 2006

Overnite Transportation Richmond, Virginia

Accountable to provide extensive first level technical assistance/phone support to over 15,000 users by troubleshooting mainframe applications (AS/400), using Telnet and HyperTerminal to connect to Cisco routers in order to diagnose frame relay circuits issue.

Managed Windows and Novell networks as part of a team (1000 users). Exchange and MS Office support utilizing VNC, PCAnywhere and Altiris Remote Access

Resolve problems documented and escalated as necessary to provide timely resolution.

Provide support and maintenance of all remote devices (printers, PC's, CRT's and controllers) and all online and batch applications.

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