Douglas Thorne

**** **** ***. • Hyattsville, Maryland 20781 •202-***-**** • acxu5g@r.postjobfree.com

Skills

Software: Microsoft Office Suite 2010, 2013 and 2016 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems Windows 7 and 8; installing drivers; basic HTML, blogs, and wikis; basic understanding of database and SQL

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; HP printers; general computer builds and repairs; hardware installations and swaps

Networking: Networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi-Fi router)

Support: Helpdesk: escalation and documentation on ticketing system via Spiceworks, customer service support (email, phone, and in person)

Certification(s): Working towards Security+ certification

Experience

Center for Strategic & International Studies Washington, DC

Helpdesk Specialist Tier I/II August 2016-Present

Support customers, deploy computers, troubleshoot software user issues, reset passwords, help customers connect to the network, connect to printers.

Resolves an average of five tickets a day using Spiceworks ticketing system to complete all issues.

Utilizes RealVNC over 3 times a week to reset passwords, unlock user accounts, create external user accounts, and provide users access to shared Outlook inboxes and calendars.

Regularly installs 5 workstations daily and replaces internal computer components and peripherals including hard drives, video cards, mice, and scanners to ensure company standards and to keep all assets running smoothly.

Assists users everyday with company email setup on a variety of Apple and Android devices in order to successfully aid in new employee onboarding process.

Calmly resolves help desk tickets and promptly escalates tickets that cannot be easily resolved to ensure customer satisfaction.

Helps with the allocation of phone numbers to new interns.

Home Depot Hyattsville, MD

Flooring Associate March 2013 – October 2016

Provided excellent customer service to 30 customers per day in order to drive monthly sales by 12%.

Greeted over 10 visitors daily and answer over 50 phone calls weekly to improve company sales.

Coca-Cola Washington, DC

Order Builder November 2015 – March 2016

Stacked and built 50 pallets every night to fulfill inventory for multiple stores across the county.

Shrink wrapped and assisted with loading pallets onto company trucks to get product to stores in timely manner.

SMX Google Express Washington, DC

Store Operator October 2014 –November 2015

Picked and packaged over 30 parcels daily using a handheld device in order to fulfill customer orders.

Worked closely with retail management to locate and drop inventory to maintain a 99.8% daily completion rate.

Education

Year Up, National Capital Region Arlington, VA

Information Technology Training March 2016 – Present

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, software development/testing, and business operations.

Earned 22-28 credits through the American Council on Education's College Credit Recommendation Service (ACE CREDIT); relevant course work include Intro to Computer Applications, Business Writing, Public Speaking, and Career Development; recognized fully by George Mason University, Northern Virginia Community College, Johns Hopkins University, Montgomery College, and 2,000 other colleges/universities nationwide.

Volunteer and Leadership Experience

Northwestern High School Hyattsville, MD

Student Government Association August 2009 – May 2010

Organized fundraisers and school activities in order to raise money for class trips and senior prom.

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