Customer Service Office
Resume:
Zhiqi (Eve) Zhou
[add477@r.postjobfree.com]
Qualifications:
Several years of Customer Service experience and experience in multiple aspects of the IT field. ITIL Change management Triage Experience. With knowledge on process management and hardware/software troubleshooting for both On-premise and cloud based applications.
Organizational skills and Detail-orientated on providing solutions and creating workflows on implementations between departments involving IT Infrastructure to meet business demands.
Education:
o University of Phoenix Online,Virginia
AAIT/ Associates of Art in Information Technology
November 2013- March 2015 Major: Information Technology o University of Maryland University College World Campus Part-time Online Spring, 2015 - present Major: Information Technology Experience:
IT Helpdesk Coordinator Astronics Advanced Electronic Services January 2018 - Present
Admin;
o Documentation and procurement handling for software and hardware. Managing and creating procedures according to company guidelines to meet license standards.
o Organizing and presenting IT Orientation for new hires. Updating documents for upcoming and current IT environment changes via sharePoint while handling communication out to the company on the Helpdesk’s behalf. o Working with vendors for support and procurement. o Overseeing and supporting Infrastructure projects. Technical;
o Tier 1 troubleshooting and triage.
o Ticket management and license assignments.
o Software and hardware support in the aerospace manufacturing industry. o Wireless network access control.
o Remote access support.
o Creating troubleshooting instructions for end-users for common issues. Service Desk Specialist CMIT Solutions of Everett
September 2017 – January 2018
o Troubleshooting for private organizations on all needs IT related. o Active Directory Experience (Add, edit, remove groups and users) o Server 2003, 2008, 2012
o Exchange On prem and offprem O365 experience Hardware and software o Troubleshooting OS - Windows 7 – 10
o Microsoft Office 2010, 2013, O365
o VPN
o Upgrades to Various Software
o Ticket management
Service Desk Analyst I Denali Advanced Integration April 2017 - August 2017
o Providing Tier 0 to Tier 2 support for Mobility and Desktop End User Clients on software and Hardware Troubleshooting
o Ticket Handling through the following systems: Autotask Cherwell RemedyForce iSupport
o Call handling to provide excellent customer service to support integrated systems for Desktop and for Mobility Devices/Services
o Programs used for work functions: Microsoft Office 365 Web Browsers; Chrome, Firefox, Opera, IE 11 Oracle VM Active Directory
Verizon Business, Integrated Solutions Desk
Associate Engineer – Client Service Assurance Apex Systems, Falls Church, VA Sept 2016 - April 2017
o Providing support to the ISD customers by validating alerts from an enterprise management alert console for UNIX, Windows, LINUX, Cisco Platforms. o Creating trouble tickets using Enterprise Ticket Management System for validated server and network issues and escalate to appropriate resolution queues.
o Job responsibility also includes answering phones, bridge Management and other administrative functions. Administrative functions include E-mails management and phone answering.
Emergency 911 Communication Specialist Fauquier County Sheriff’s Office Feb 2016 - Aug 2016
o Customer Service
o Dispatching
o Records/paperwork
o Documentation during Emergency dispatch
CRMS/Ticketing system experience:
o Cherwell
o Salesforce - Remedyforce
o ETMS (Enterprise Ticket Management System)
o iSupport
o AutoTask
Technical Skills:
o MS Office 2010-365
o Windows 7/8/10 applications troubleshooting - Tier 1-2 o VMware/Thin Clients
o Active Directory
o Watchguard/VPN
o ITIL Change Management Triage
Other Skills:
o Fluent in Chinese; Mandarin and Cantonese
Read/Write/Speak
References:
Nia Marshall
Operations Associate
M: 307-***-****
add477@r.postjobfree.com
Scott Ebol (ISD Tier 1 Management)
Verizon Business, Integrated Solutions Desk
Phil Canning
Serviace Desk Analyst II
M: 208-***-****
add477@r.postjobfree.com
Contact this candidate