Edwina Joseph John

**** ******* **, ****** ****, FL. 32792

407-***-****

ad189z@r.postjobfree.com

PERSONAL PROFILE

Enthusiastic and knowledgeable help desk professional seeking to contribute training and acquired skills within a help desk support role. Works well independently or in a group setting. I am skilled at building rapport with diverse individuals while handling complex technical issues. Strong time management skills and quickly identifies and resolves technical problems and concerns. EDUCATION

New Horizons Computer Learning Center; Orlando, FL Cyber Security IT Professional 2016

MTA 365 – Windows Server Fundamentals

MTA 366 – Networking Fundamentals

MTA 367 – Security Fundamentals

Westwood College, Atlanta, GA Associate of Applied Science Information and Network Technologies 2014

Recipient of multiple Dean’s and President’s list awards due to academic excellent Member of Alpha Beta Kappa Honor Society

PROFESSIONAL EXPERIENCE

Lockheed Martin, Orlando, FL. Oct 2017 -Present

Chat Analyst

•Desktop support experience with the Windows Operating Systems (Windows 7 & 10).

•Experience troubleshooting hardware and software problems.

•Demonstrated proficiency with Microsoft Office suite (2013, 2016, 365).

•Knowledge of multiple IT disciplines including mobile technologies, VPN solutions, and software distribution tools (e.g., AirWatch, SCCM, CM2012)

•Demonstrated proficiency with iOS devices (e.g., iPhone, iPad, iPod). Spectrum, Orlando, FL . Mar 2017- Aug 2017

Helpdesk/Customer Care IT Technician

• Serve as tire three tech for customers seeking a technical assistant.

• Answer telephone and respond to basic inquiries to meet customer needs.

• Assist customers in resolving fundamental technical problems.

• Determine the best solution based on the issue and details provided by customers.

• Diagnose and resolve fundamental technical issues relating to phone, cable, and internet.

• Direct unresolved issues to the field support personnel. Wipro Technology, Atlanta GA .2014 - 2016

Help Desk Technician

• Providing remote or phone support for customers regarding the issues raised.

• Identify, evaluate, and prioritize customer problems and complaints to resolve inquiries appropriately.

• Assisted with System Configuration, Managing Desktops, Upgrading Client Systems, and providing customer support.

• Determine the best solution based on the issue related to desktops/laptops and the internet.

• Assist customers in resolving fundamental technical problems and enter tickets into an assigned queue.

• Refers more complex technical problems to a defined escalation process. SKILLS SUMMARY

Microsoft Office Applications System Configuration Managing Desktops Upgrading Client Systems Hardware Maintenance Customer Service Home & Business Networking Client Management Troubleshooting & Repairs Microsoft Exchange Active Directory Password Reset Domain Environments Document Management Server Systems & Applications Detail Oriented Operating Systems Install & Migrate New Peripherals

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