Edwina Joseph John

*** ***** ***** *** ** *****

407-***-****

addpog@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. Skilled at building rapport with diverse individuals while handling complex technical issues. Strong time management skills and easily identifies and resolves technical issues and concerns.

EDUCATION

New Horizons Computer Learning Center; Orlando, FL Cyber Security IT Professional 2016 (Certifications Pending*)

MTA 349 – Windows OS Fundamentals*

MTA 365 – Windows Server Fundamentals

MTA 366 – Networking Fundamentals

MTA 367 – Security Fundamentals

CompTIA A+*

CompTIA Network+*

CompTIA Security+*

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 to include: 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 3 tech for customers seeking technical assistant.

• Answer telephone and responds to basic inquiries to ensure customer needs are met.

• Assist customers in resolving basic technical problems.

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

• Diagnose and resolve basic 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 for the client.

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

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

• Refers more complex technical problems to a define 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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