System Administration Information Technology Customer Service
Resume:
Eucolia D. Cunerkin
Atlanta, GA 30310
Phone- 404-***-**** *********@*******.***
Qualifications Profile
System Administrator with comprehensive data and customer service experience. Help maintain corporate server systems and all PC functions, troubleshooting and maintenance.
Professional Experience Education and Associations
8/2016 – Present
Herzing University Atlanta, GA
Bachelors of Science Information Technology with Concentration in Network Management
07/2013 – 8/2015
Herzing University Atlanta, GA
Associate of Science in Information Technology
03/2014 – Present
Cisco Network Academy
Certificate of Completion
Completed CCNA Routers and Switches:Introduction to Networks
01/2011 – 07/2011
Atlanta Technical College Atlanta, GA
Computer Programming Certificate
Magna Exteriors-carrollton, ga
SYSTEM ADMINISTRATOR, 05/2015-present
Support 1000+ users through Active Directory
End user training for access to company systems and networks, cell phone and Microsoft application navigation, voicemail and hardware such as printers, paging systems, IP phones and PC’s
Respond to 60 plus help desk inquiries and record all inquiries in the help desk software
Resolve up to 60 help desk inquiries or when required escalate the issue
Provide maintenance related to company IT assets (i.e. printers, PC’s, routers, etc.) through the issuance of trouble tickets to vendors, directing the end user through repairs or personally completing the repair
Add, move and change IT assets in the IT asset inventory database
Assist in management of exchange servers, shared drives, and other miscellaneous servers
Assist with new store setup and retrofits as required (including wiring, PC configuration, network and phone configuration, etc.)
Complete configuration and setup of laptops, PC’s, cell phones, voice mail and IP phones.
Includes restoration of PC’s impacted by virus and spyware intrusion
Assist in the system/hardware support of payroll applications and time clocks
Assist in the review of IT invoices, allocation to correct account and location, and comparison to budget objectives
Assist in tracking of maintenance agreements with 3rd party providers (i.e. Cisco, IBM, etc.)
Provide input in the development of IT strategy and tactics for the company, including policies, procedures, etc.
osa healthcare –stockbridge, ga
COMPUTER TECHNICIAN/SYSTEM ADMINISTRATOR(contractor), 03/2010-Present
Gathered and contributed to team effort by accomplishing related results as needed.
Maintains quality service by establishing and enforcing organization standards.
Manage multiple vendors.
Instruct users in use of equipment and company software
Works in Server 2008 in Active Directory and other Server Administration tools.
Recommended and implemented information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
Installed, monitored, and maintained telecommunications equipment including cabling and providing technical guidance as needed.
Moves/adds/changes PCs/peripherals; migrating data when necessary.
Troubleshot high-speed Internet access problems.
Restructured desktops, installs new software applications, applies patches, maps drives to correct server/network.
Resolved issues with setup or reset of security passwords
WIPRO –ATLANTA, GA
CUSTOMER CARE AGENT, 08/2014-10/2014
Logged into clients computer remotely to see if there was a quick troubleshooting fix that could be applied.
Communicate with potential customers by phone to solicit orders and quote prices to persuade customers to buy Client products or services
Explain services and special promotions to customers adhering to script, Client and government regulations
Participate in projects, duties, and other tasks assigned by management
Logging the appropriate support tickets and able to complete basic troubleshooting
Answering incoming support calls
Problem solving skills
Understanding of how a computer works and the devices that are driven by the computer (ie. Internet (ISP), Drivers, Operating System, Hardware, Software, etc)
Ability to analyze and solve customer concerns
Yoh services/ericsson-atlanta, ga
MARKET DISPATCHER, 10/2011-02/2013
Provides basic customer service for a high volume call center of primarily routine inbound telephone calls.
Interacts with technicians and company sales and/or service representatives to handle a variety of functions.
Follow templates and scripts to provide remote technical support to end users.
Answered questions (technical and non-technical) regarding company products and determines the status of returns, repairs, replacements, orders and delivery schedules.
Experience navigating multiple computer screens and programs while interacting with technicians.
Log all incidents into the department call tracking system as per departmental standards.
Makes technicians and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
Track, monitor, and follow up on inquiries or requests to ensure client satisfaction.
Worked in the Citrix environment and used the Remedy ticket resolution software.
.
MSC Direct Industrial Supply– Mabelton, GA
NEW ASSOCIATE TRAINER, 06/2007-03/2010
Works with supervision to develop assessments to identify Associates training and refresher training needs.
Delivers training to Associates ensuring transference of skills and knowledge by utilizing adult learning methods.
Computer literacy and proficiency in word processing, spreadsheets, and presentation software literacy is required.
Train new associates in AS400 software to increase departmental productivity.
Q's Clothing and Accessories – COLLEGE PARK, GA
COMPUTER TECHNICIAN, 11/2006-03/2009
Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on assigned equipment.
Performs Basic Connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing standalone and network devices.
Performs troubleshooting and repairs or replaces equipment components as necessary.
Demonstrates required digital competencies associated with assigned products and level assignment.
Completes technical training on new equipment as assigned.
Contact this candidate