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Customer Service Technical Support

Location:
Rosenberg, Texas, United States
Salary:
$18.00-$20.00/h
Posted:
April 21, 2017
Email:
aczw72@r.postjobfree.com

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Elyse Junior Mondesir

**** ******* **** *********, ** 77471 apt#120

(713) ***-****

aczw72@r.postjobfree.com

www.linkedin.com/pub/elyse-mondesir/6a/156/3b1/

OBJECTIVE

To secure a fulltime position in the IT industry that will leverage both my education and professional backgrounds.

TECHNICAL SKILLS

Operating Systems: Windows 2000 / XP / Vista, Windows 7, Windows 8, Windows 10, Server 2003, Server 2008

Software: MS Office 2010/ 2013, MS Office 365, Outlook, Anti-virus software SAP, PeopleSoft,

Cherwell, Footprints & Remedy Ticketing software, Packet tracer, Microsoft SharePoint, Active Directory,

VMware, Citrix, Fog deployment software, Bomgar, Dameware Mini Remote Control

Hardware: Work with both PCs and Laptops, IMAC, HP Printers LaserJet 4400, P3015, P4015, Color 500, CT3225, CT4525

Xerox Multifunction Copier, and Ricoh Multifunction Copier

Currently studying for the Microsoft CompTIA A+ certifications

EDUCATION

Devry University, Houston, Texas

Earned a Bachelor degree in Business Science & Technical Management 07/2011-07/10/2015

Westwood College, Houston Texas 05/2008 – 10/2009

Earned an Associate Degree in Computer Network Engineering

3.60 Cumulative GPA

WORK EXPERIENCE

Nexus HealthCare System Desktop Support Technician (Contractor) (Houston, TX) 12//05/2016 – 02/15/2017

Performed PC Upgrades to Windows10, and reimage some computers with Windows7.

Provide technical support & customer service

Hardware/software troubleshooting technical issues with user’s computers such as

internet connection and printing

Took part in a re-imaging project, Nexus is getting a new Active Directory domain and they will be

Joining some computers to this domain

There will be other software to install, but it will all be packaged, with a spreadsheet specifying which are needed.

Provided technical assistance for VP’s and executives.

Katy Independent School District Help-Desk/Desktop Support (Contractor) (Houston, TX) 08//03/2016 – 10/14/2016

Provide technical Support via telephone

Respond to employees request through a ticketing system

Provide technical support & customer service

Hardware/software troubleshooting technical issues with user’s computers

Performed PC reimaging and configuration of Windows 7 PC’s

User Account maintenance password resets

Administrate and troubleshoot Microsoft Outlook

Troubleshoot computer hardware & software onsite

Deskside support customer facing

Troubleshooting of Operating Systems and Internet connection issues

Provide assistance with various Katy ISD Applications

Add and install network printers

Connect remotely to user’s PC to provide technical assistance.

02/01/16-08/01/2016

MD Anderson, IT Support Technician (Contractor) (Houston TX)

Involved in OneConnect massive enterprise-wide implementation of the world’s leading

Electronic Medical Records software.

Respond to incoming help desk calls from users that include physicians, clinicians,

nurses, business users, etc.

Triage and escalate customers request to appropriate One Connect Team

User Account maintenance password resets

Connect remotely to user’s PC to provide technical assistance

Provide customer service for with OneConnect Epic software

Troubleshoot technical issues with onsite users computers.

Assisted customers with mapping network printer to print from Epic

Administrative authorization to end user’s sessions on the back in the VX remote environment

Houston Independent School District IT Service Desk (Houston, TX) 10/2012 -05/22/2015

Provide technical Support via telephone

Respond to employees request through a ticketing system

Hardware/software troubleshooting technical issues with users

computers such as internet connection and printing

User Account maintenance password resets

Administrate and troubleshoot Microsoft Outlook

Escalate tickets to level 2 field support

Provide assistance with various HISD Applications

Add and install network printers

Provided user assistance with mobile devices

Performed PC reimaging and configuration of Windows 7 PC’s

Assisted the level 2 desktop with field support issues

Connect remotely to user’s PC to provide technical assistance.

Best-Buy Geek Squad, Repair Technician (Katy, TX) 10/29/10-10/12

Providing the technical assistance face to face the clients.

Assist customers with service/repair issues within the Standard Operating Platform (SOP) of the Precinct

Provides the initial contact with customers, checks in product, and runs basic

tests to determine product needs and service solutions.

Performed services on both PC desktop and laptops

Facilitates the complete solution of product sales, upgrades, installations and service onsite

Performed PC data recovery and migration

Troubleshooting of Operating Systems and Internet connection issues

Troubleshooting Windows OS including XP/7

Perform PC tune-up break fix, Virus removal on PC’s desktop and laptops

Superior IS, Helpdesk (Contractor) (Houston TX) 02/03/10-07/02/10

Answer Technical question over the phone or via internet

Respond to costumer’s request through a ticketing system

Administrate and troubleshoot Microsoft Outlook

Provide service to customers

Troubleshoot technical issues with offsite user’s computers.

Disable user’s account in active directory

Hardware/software troubleshooting

Westwood College, Desktop Support Technician (Houston TX) 05/08 – 10/2009

Maintain the functionality of campus computer

Providing the technical face to the client

Troubleshoot computer software onsite

Perform repair and maintenance of Desktop PC’s

Work with both PCs and Laptops

Performed PC reimaging and configuration

Assist in PC refreshes, break/fix, and migrations

Troubleshooting of Operating Systems and Internet connection issues

Apply group polices in the active directory on campus server

Add PC’s to campus domain server

REFERENCES AVAILABLE UPON REQUEST



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