Technician

Recent Computer Science and Information graduate, with skills in systems administration, troubleshooting, and computer configuration.

EDUCATION

ECPI University Raleigh, NC July 2020

Associates Degree Computer Information and Science Concentration in Network and Security

Wake Tech Community College Raleigh, NC July 2016

Certificate Early Childhood Education

SKILLS

●Remote Support

●Windows OS Systems

●Microsoft Office 365

●WAN and LAN Network

●Email Configuration

●Tier 1 Support

●Server Administration

●Active Directory

●Software Installation

●Windows PC/Software

●DHCP Configuration

●Technical Support

●Customer service

EXPERIENCE

NRTC Technician Raleigh, NC September 2019-Present

●Answer customer inquiries and access information from multiple sources using various computer programs.

●Create relationships by partnering and collaborating with peers, supervisors, and higher-level service center personnel to answer more complex customer questions.

●Follow-up with customers on all inquiries that were not immediately resolved.

●Maintain a high level of professionalism in all correspondence and customer interactions, both internal and external.

●Provide comprehensive technical and customer support services to customers and service providers.

●Configure and troubleshoot hardware.

●Escalate helpdesk requests to tier 2.

●Experience providing technical support over the phone and recording details into an IT Service Management application.

●Handle incoming customer support requests via email and phone.

●Diagnose Windows PC problems over the phone, email, chat and using remote support tools.

●Accessed Internet modems and routers remotely to troubleshoot customer’s equipment.

●Troubleshooted customers emails using appropriate server settings for POP3/IMAP users.

●Communicate and provide knowledge transfer to other agents/technicians on escalated calls and resolution.

●Perform other duties as assigned.

The Goddard School Lead Preschool Teacher Raleigh, NC February 2017-November 2019

●Implemented lesson plans provided by our curriculum coordinator and adjusting plans to fit the students in your classroom.

●Attended in-service and staff development trainings as required by the state and Kids Educational Center.

●Followed proper sanitation practices and keep classroom clean and organized.

●Provided a loving environment and keep children safe.

●Meet with parents and administrators to discuss children's progress.

●Followed all NC childcare laws and rules and Kids Educational Centers rules.

Food Lion Office Assistant Raleigh, NC July 2015-December 2015

●Maintained knowledge of office procedures including cash reports, register checkups, deposits, Western Union, money orders and Coin star.

●Maintained proper knowledge of all sales associate register functions and Front End accounting services

●Ensured the MVP savings center KIOSK is filled with paper and properly working.

●Managed the Front End during designated hours a minimum of three days a week per standard practice guidelines.

●Ensured that all advertising and sales promotion materials applicable to the Front End are properly utilized.

●Researched over / short discrepancies as reported by the Food Lion Customer Support Center on the weekly over / short report, report updated information or variances to the Customer Service. Manager / Store Manager and Store Sales Accounting if necessary.

●Managed payroll for up to 7 to 8 employees at a time.

Physicians Pharmacy Alliance Pharmacy Technician Cary, NC July 2014-August 2015

●Handled inbound and outbound calls to patients and providers

●Reviewed patient medication regimes over the phone

●Prepared and filled prescriptions

●Provided exceptional customer service

●Ensured the accurate processing of insurance claims to resolve customer issues and prevent payment rejections. Followed-up with insurance companies as well as medical providers and participates in third party audit.

AWARDS/CERTIFICATES

Dean’s List February 2019-June2019

NC Childcare Credentials certified to work in a daycare facility September 2016-September 2021

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