OBJECTIVE

Desire to obtain employment utilizing my excellent computer technician and customer service knowledge, skills and abilities.

TECHNICAL SKILLS

Outlook, MS Office –Configure, Modify, and Maintain

Active Directory – Create, Modify, Delete, and Maintain user account as needed

PC Installation, Imaging - Image/configure PC’s, handheld and wireless devices,

Ghosting, Upgrade software

Network Connectivity – PING, NETSTAT, NSLOOKUP

Troubleshooting – Desktop Hardware, Software

Laptop Hardware, Software, Printer Setup

EDUCATION

Colorado Technical University, Bachelor of Information Technology – Pursuing

Concentration in Network Management

Cuyahoga Community College - Cleveland, OH, Associate of Applied Business 2007

Information Technology concentration in Networking Software – Associates Degree

Graduated Magna Cum Laude

Member of Phi Theta Kappa and sat on the Advisory Board/Students in Free Enterprise (SIFE)

Dell Technician Certification 2015 (Updated)

Lenovo Notebook/Desktop Certification 2015

Comprehensive Computer Training Center Columbus, OH

A+ Certified COMP10378298/Help Desk Support Specialist, Microsoft Office Family Applications

PROFESSIONAL WORK EXPERIENCE

Personal PC Repair Continuous

Install, upgrade, software and security packages on private computers.

Image virgin pc to individual preference.

Delete viruses, old files, cookies, emails, etc. and installed memory to enhance PC speed..

Legal Administrative Assistant, Dept. of Veterans Affairs, Cleveland 03/2016 - Present

Assist Veterans with their disability claim needs via phone.

Claim status, documents, benefit letters, change of address and direct deposit.

Update Veterans file using CRM, VBMS, IRIS

Use Word and Excel.

IT Service Desk Assistant, Robert Half, Cleveland 01/2016 – 03/2016

Patching – security & OS2007 issues

Update computer names using DOS

Install Software via remote access – TeamViewer

Tier I Service Desk Analyst, Genesis10 Contractor 10/2015 – 12/31/2015

Service Desk Analyst to troubleshoot end users issue and resolve upon first contact.

Take and assess Windows 7 and Office 365 computer problems via phone, e-mail, v-mail, and chat.

Troubleshoot and fix various issues such as configuring Outlook accounts, peripherals, download software by utilizing, SCCM or Lync to remote into end users PC.

Input issue in database (Service Now) and assign to Tier II, if not resolved.

Assist users with RSA (Remote Access) by setting up IPhone, I Pad, Tablets with VPN (Global Protect software and making sure the user authenticates on the system

Audit computer inventory

Service Desk Specialist, Cleveland Clinic Hospital 11/24/08 – 7/2015

Knowledge of HIPPA and PCI regulations

Take and assess Windows 7 and Windows 10 computer problems on Help Desk to provide first call resolution

MS Office 13 and anti virus and security issues.

Network connectivity issues, utilized, PING, NETSTAT, DHCP, DNS, and NSLOOKUP.

Worked with software: EPIC/MyPractice, ASAP, Kronos, HRConnect, MyChart, Onbase, Healthlinc/SMS Invision, OAS-Gold HBO/Star Navigator

Input pc problem in ITSM and HEAT database and assign, if not resolved

Process work orders of hardware, software, email, and Active Directory request

Active Directory Accounts: Create, Modify, Delete, and Maintain as needed.

Troubleshoot and fix various issues such as configuring outlook accounts by utilizing Carbon

Copy, Go to Assist and Symantec pc anywhere to remote into their PC.

Reset printers to release jobs in the print queue and reroute printers

System Administrator Training - walked through departments for “on the spot” IT fixes.

Computer Technician/Help Desk, Sherwin-Williams, Cleveland 8/06 – 9/07

Customer Service Tier I PC Support Team member where first call resolution is expected

Image/configure PC’s, printers, handheld and wireless devices to Sherwin-Williams Co.

Active Directory Accounts: Create, Modify, Delete, and Maintain as needed.

Maintain several databases on a daily bases fulfilling administrative portion of the position.

Setup, configure and troubleshoot within the Lotus Notes application.

Lotus Notes used for email communication and database construction.

Project – Managed printer installation and setup for multiple departments.

Project - Created a library system for multi-language software application packages.

Commended for professional manner and good customer service.

Clerk Work Study, Department of Veterans Affairs, Cleveland, OH 5/03 – 5/05

Consulted with VA Contractors on billing processing

Entered billing information into electronic database and Veteran’s file for payment.

Department of Veterans Affairs, Cleveland, OH 8/96 – 11/97

Program Support Clerk (GS-5) 1yr

Performed light typing, rough draft letters, travel expense reports

Submitted overtime hours via database.

Computer Assistant (GS-6) 2yrs. 11/97 – 11/99

Directed incoming computer issues to co-Computer Assistants

Assessed computer system complaints, performed PC installations, configurations, and upgrades on 300+ computers.

Handled LAN and WAN networking problems checking into network closet and drops, and troubleshoot PC issues.

Computer Technician, Unisys Corporation, Columbus, OH 9/02 – 4/03

Scheduled appointments with clients for service

Repaired servers, desktop and laptop units for businesses and private clients

Maintained repair calls in electronic database on a daily basis

Franklinton Career & Technology Center, Columbus, OH 4/01 – 4/02

Taught Computer Concepts/Data Entry

Installed computer hardware and software and installed printers

Retro Box, Columbus, OH 11/00 -4/01

Computer Technician 5 mos.

Ran diagnostic tests on computers, formatted hard drives, and rebuilt computers for reuse

and for sale

Cleaned systems, and stocked them in warehouse on pallets with hydraulic lift.

Military – US Navy Honorable Discharge

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