Information Technology Customer Service

Nigher Rojas

* ***** ******, **** *, Everett, MA 02149 • 857-***-**** • ***********@*****.***

Experience

Harvard Graduate School of Education Cambridge, MA

Information Technology Technician and Media support August 2016 – Present

Respond to requests for technical assistance through email, phone, and in person for the following technologies: Windows and Mac OS (laptops, desktops), tablets and smartphones (IOS, Android), MS Office (Office 365), and web browsers (Internet Explorer, Safari, Firefox, and Chrome)

Perform imaging, deployment, and installation of computers for faculty and staff, replace old systems with new ones along with installations of client workstations and assigned applications

Call log an average of 200 incidents per week through Harvard’s ticketing system (Service Now)

Provide media and A/V support during web conferences (WebEx), meetings, classes, and events

Log, track, and maintain inventory of Harvard-issued desktops and laptops through Dell KACE K1000 Systems Management Appliance

Lead the help desk team; train and mentor student employees, contractors, and temps at the service desk with a specific focus on providing the best quality service to faculty/staff/students

Add and manage users on Active Directory as well as resetting and unlocking their accounts

Offer level 1 support for hardware, software, and computer network problems as submitted to the Help-Desk Ticketing system, support calls, emails, and/or in person

Map network drives and printers; troubleshoot printers remotely and on-site

Uber Boston, MA

Driver August 2013 – March 2016

Calculated and planned an average of 20 trips on a daily basis

Devised and recommended better/faster routes for customers to deliver more efficient rides

Exceeded customer service expectations by consistently communicating in a respectful manner

Education

Year Up Boston, MA

Information Technology Training March 2016 – January 2017

A one-year career-development program comprised of college-level courses, professional training, and a six-month professional internship related to information technology

Grants the equivalent of 31 college credit recommendations through the American Council on Education, recognized fully by 2,000 colleges and universities nationwide

Skills

Languages: Proficient in verbal and written English and Spanish

Software: Windows and MAC OS troubleshooting, Office 365 support, Service Now ticketing system, Active Directory, back-up, Windows imaging (UIU) MAC imaging (NetBoot), WebEx, and software installation

Hardware: Computer assembly and disassembly; install or swap: internal hard drive, CPU, power supply, heat-sink and fan, and keyboards; troubleshoot printer problems

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