Customer Service Information Technology

SANDRA SHAW

GRANBURY, TX ***** *************@*****.*** 817-***-****

Highly focused, goal oriented, and self-motivated individual pursuing a career in Information Technology. Possess the ability to quickly adapt to new environments and provide stability within a team. Proven customer service abilities; developing a solid rapport with customers; gaining an understanding of and meeting their needs. Dedicated to a team dynamic with the ability to lead or follow directives. Effectively handles escalated customer concerns and provides valuable solutions to result in better experiences. Desiring to transition career into an IT remote position utilizing a combination of training and education to enhance overall IT efficiency. EDUCATION

TECHNICAL DIPLOMA – INFORMATION TECHNOLOGY SECURITY & ADMINISTRATION MYCOMPUTERCAREER APRIL 2024

• Pathways Personal Development Program

• Skills & Training Gained:

o Strong understanding of core Azure services, cloud concepts, and practical knowledge in deploying and managing resources

o Acquired expertise in identity and governance, networking, security, and resource management o Foundational understanding for cloud computing and validates a comprehensive understanding of essential Azure services o Active Directory knowledge – Create user accounts, Groups, and manage GPOs Desktop and Laptop hardware knowledge, Troubleshoot VPNS

o Able to use remote tools such as RDP, Team Viewer, Windows Assist o Able to support Outlook client support mobile users for network access and email support o Quickly troubleshoot and resolve technical challenges such as ticketing and hardware issues TECHNICAL SKILLS & COMPETENCIES

Customer Service, Problem Solving, Attention to Detail, Troubleshooting, Software, Listening, Interpersonal, Operating Systems, Hardware, AI, Artificial Intelligence, Linux, Microsoft Azure, Computer, Routers, Peripherals, WIFI, SOHO, TCP, Typing, Budgeting, Inventory, Networking, Windows OS, Microsoft Office, Identification, Configuration, Technical Training, Reliable, Dependable, Cloud Computing Concepts, Security, Leadership, Collaborative, Team Player, Time Management, Dedication, Help Desk, User Training and Support, Adaptable, Installation, Analytical Minded, Solution Minded, IT Tickets, Computer Access, Program, Assist, User Systems, Technology, Reports, Findings, Data Encryption, Installation, Web Services, Flexible, Analysis, Programs, Cyber, QuickBooks, Fidelio

• SYSTEMS: Windows 7/8/10, Mac OS X, iOS, DNS and DHCP, Network, Physical and Logical Security, Network Standards and Protocols, IPS/IDS Intrusion Prevention System, and Intrusion Detection System

• HARDWARE: Disassemble and Reassemble desktop PCs, RAM, Hard Drives, Motherboard, Network Interface Cards, and Processors

• SOFTWARE: Microsoft Firewalls, identify types of Malwares, Adobe Acrobat XI Professional, Scripting with Visual Basic, Classless IP Addressing

PROFESSIONAL EMPLOYMENT HISTORY

EDUCATION AND FAMILY CAREER BREAK 2018 – PRESENT

• Took an intentional pause to focus on family and focus on my technical education and goals

• Developed an equivalent years’ worth of technical training aside from education to prepare for an IT profession SHIPPING & RECEIVING COHN AND GREGORY 2017 - 2018

• Handled incoming and outgoing packages in warehouse; Used tech devices to track inventory and keep accurate records

• Packaged and weighed items, printed shipping labels and postage; Inspected products and packages received for damage

• Distributed products to other departments and delivered products TANKER TRUCK DRIVER BRIDGEPORT TANK TRUCKS 2012 – 2015

• Met all customer pickup and delivery schedules while hauling salt water for gas fields

• Submitted customer paperwork and deposits including invoices, load orders, and handheld reports

• Used tech related devices for deliveries and reporting; Maintained a driver’s log in accordance with DOT regulations

• Inspected vehicle, equipment, and cargo to ensure safety and meet legal requirements SCHOOL BUS DRIVER CLEBURNE ISD TRANSPORTATION 2009 – 2012

• Safely transported students to and from school destinations; Built rapport with students and parents, as well as faculty staff

• Performed pre and post trip vehicle inspections, ensured bus was clean and prepared for trips

• Resolved emergency and non-emergency situations that occurred occasionally

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