Jeannetta Mack

Keithville, LA *****

adhy65@r.postjobfree.com

318-***-****

Objective:

Service oriented individual with a proven ability as a Windows Support Technician with over 5 years of demonstrated experience seeking a position with an Information Technology or administrative/office management department at a successful, well-managed corporation.

Professional Highlights:

Active Security Clearance with the United States Government

Strong technical skills in Windows Operation Systems running on any hardware.

Excellent problem solving and analytical skills.

Outstanding communication an interpersonal skill; able to work effectively as part of a team or independently.

Highly motivated with proven time management ability.

Excellent customer service and communication skills

Good Interpersonal and documentation skills.

Key Skills:

Operating System :

Windows 8.1, 8,7, Vista, XP, 2000, Small Business Server 2003, Windows Home server

Hardware

Dell, HP, Compaq, IBM, Lenovo, Acer, Gateway, eMachine

Office Suite :

Microsoft Office (Outlook, Word, Excel, PowerPoint), Microsoft Works, Open Office, Office 365

Email Application :

Microsoft Outlook, Outlook Express

Internet Browser :

Microsoft Internet Explorer, Mozilla Firefox, Google Chrome

Anti-Virus :

McAfee, Symantec, Norton, Trend, Nod32, Microsoft Security Essentials, AVG

Remote Software :

Remote Assistance, Remote Desktop, Net meeting, VNC, PCAnywhere, LogMeIn, TeamViewer, WebEx, Dame Ware, LANDesk, Bomgar

Others :

Norton Ghost, Acronis, Spybot, Ad-Aware, Windows Defender, HTML, TCP/IP, Active Directory, Partition Magic, Subject Matter Expert (SME),

PC Refresh Desktop Support:

Move, Unbox and Mount Monitors

Move, Unbox, and Store Peripheral Equipment

Setup and Install Tele-com equipment

Setup and Install Audio/Visual Equipment

Setup and install Printers

Work Experience

Help Desk Technician II PIVOT_I

General Dynamics Information Technology- Bossier City, LA

January ‘2020- Present

Create tickets using Service Now program

In Contact (Soft Phone)

Bix Fix

Reset passwords for multiple accounts using Active Directory

Providing PIV Exemption for users

Deliver service and support to end-users using and operating automated call distribution phone software,

via remote connection or over the Internet

Interact with customers to provide and process information in response to inquiries, concerns, and requests

about products and services

Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients

Follow GDIT standard processes and procedures

Respond to incoming service calls and/or to self-service ticketing queues on behalf of our client to provide accurate and appropriate information

VPN Client Troubleshooting and support (Cisco Any connect VPN)

Smart Card

OneDrive

Desktop Application Troubleshooting and support

IT Specialist- Provided in person and phone support.

Raytheon- Houston, TX

January ’2019 - September ’2019

•Knowledge and experience related to personal computers, networking, Microsoft operating systems & applications, and hardware troubleshooting. Experience in supporting workstations, peripheral devices, and mobile devices on a Microsoft Active Directory Domain in an enterprise environment. Provide tier II system & network administration support, peripheral troubleshooting and maintenance, wired, wireless, and mobile phone support, cabling, documentation, and other information technology support tasks.

• Provide TSA personnel with support assistance for FAMS Houston operations.

• Support FAMS Houston jump offices at Houston Hobby and Intercontinental airports.

• Resolve customer issues in a clear, courteous and professional manner.

• Follow up with customers to ensure optimal customer satisfaction.

• Setup, maintain, repair and replace computers, including laptop and desktop computers.

• Install and repair software on computers.

• Install and repair the operating system on computers.

• Provide data back-up and restoration.

• Setup and replace network equipment and UPS.

• Patch in, repair and replace network data drops.

• Setup, maintain and replace local and network printers.

• Setup, update and provide technical support for smartphones (Apple iPhone/Pad).

• Maintain accurate asset documentation for all on-site IT equipment, including laptop and desktop computers, printers, network equipment and cellular devices.

• Create tickets using Remedy ticket program

IT Specialist- Provided in person and phone support.

APEX (Contractor FAMS TSA)- Houston, TX

August ‘2018 - January ’2019

Knowledge and experience related to personal computers, networking, Microsoft operating systems & applications, and hardware troubleshooting. Experience in supporting workstations, peripheral devices, and mobile devices on a Microsoft Active Directory Domain in an enterprise environment. Provide tier II system & network administration support, peripheral troubleshooting and maintenance, wired, wireless, and mobile phone support, cabling, documentation, and other information technology support tasks.

• Provide TSA personnel with support assistance for FAMS Houston operations.

• Support FAMS Houston jump offices at Houston Hobby and Intercontinental airports.

• Resolve customer issues in a clear, courteous and professional manner.

• Follow up with customers to ensure optimal customer satisfaction.

• Setup, maintain, repair and replace computers, including laptop and desktop computers.

• Install and repair software on computers.

• Install and repair the operating system on computers.

• Provide data back-up and restoration.

• Setup and replace network equipment and UPS.

• Patch in, repair and replace network data drops.

• Setup, maintain and replace local and network printers.

• Setup, update and provide technical support for smartphones (Apple iPhone/ iPad).

• Maintain accurate asset documentation for all on-site IT equipment, including laptop and desktop computers, printers, network equipment and cellular devices.

• Create tickets using Remedy ticket program

IT Service Desk Analyst

CSRA - Bossier City, LA

January ’2016 - August 2018

•Installation and maintenance of TSA account equipment

•Deliver service and support to end users using and operating ACD phone software, via remote connection

•Diagnose and resolve technical hardware and software issues involving internet connectivity and email users

•Gather user's information and determine the issue by evaluating and analyzing the symptoms

•Download and install printer drivers on client's computers

•Identify and escalate priority issues per client specifications

•Reset password for multiple accounts using RSA database

•Answer an average of 500-600 calls monthly

•Create tickets and log all calls in Remedy ticket system

•Follow TSA standard processes and procedures

•Train other call center help desk agents on various software applications and systems

•Stay current with system information, changes and updates and providing support of 2,000 + desktop and laptop endpoints.

IT Service Desk Analyst

Computer Science Corporation- Bossier City, LA

June ‘2015 - January’2016

•Installation and maintenance of TSA account equipment

•Deliver service and support to end users using and operating ACD phone software, via remote connection

•Diagnose and resolve technical hardware and software issues involving internet connectivity and email users

•Gather user's information and determine the issue by evaluating and analyzing the symptoms

•Download and install printer drivers on client's computers

•Identify and escalate priority issues per client specifications

•Reset password for multiple accounts using RSA database

•Answer an average of 500-600 calls monthly

•Create tickets and log all calls in Remedy ticket system

•Follow TSA standard processes and procedures

•Stay current with system information, changes and updates and providing support of 2,000 + desktop and laptop endpoints.

IT Service Desk Analyst

Computer Merchant (Contractor CSC)- Bossier City, LA

November ‘2014 - June ‘2015

•Installation and maintenance of TSA account equipment

•Deliver service and support to end users using and operating ACD phone software, via remote connection

•Diagnose and resolve technical hardware and software issues involving internet connectivity and email users

•Gather user's information and determine the issue by evaluating and analyzing the symptoms

•Download and install printer drivers on client's computers

•Identify and escalate priority issues per client specifications

•Reset password for multiple accounts using RSA database

•Answer an average of 500-600 calls monthly

•Create tickets and log all calls in Remedy ticket system

•Follow TSA standard processes and procedures

•Stay current with system information, changes and updates and providing support of 2,000 + desktop and laptop endpoints.

Technical Support Specialist Verizon FiOS

Teleperformance- Shreveport, LA

October ‘2013 - November ‘2014

•Troubleshoot TV, Internet, Phone, PC, Tablets and other various devices with end users

•Programmed and troubleshooted issues with cable boxes

•Reset passwords for user accounts and emails

•Escalated technical issues to appropriate resolver group

•Created and expedited tickets for dispatch

•Resolved hardware and software issues with end users

Control Desk Operator/Correctional Officer

Forcht Wade Corrections- Keithville, LA

June 2007 to June 2012

•Utilized a computer to conduct count procedures of offenders

•Monitored security cameras and compound movement of offenders

•Performed outside patrols

High Speed Internet Technical Support DSL

US Support - Shreveport, LA

October 2005 - May 2006

Responsible for the installation and maintenance of DSL equipment

Responsible for technical troubleshooting and programming

Provided Tier 2 support for field network technicians

Worked closely with Supervisor on special projects as needed

Delivered service and support to end users using ACD phone software

Wafer Fab Technician/ Inspector

Tri’Quint Semiconductor - Richardson, TX

June 2002 to August 2005

•Work in the clean room that required protected gear

•Utilizing Nikon Scope to inspect electronic wafer fab die parts for Boeing, Lockheed Martin and various other companies.

•Used the pick and place machine to pick and package small electronic die parts from the wafer for various clients upon engineer’s request for various clients.

•Followed the process flow daily as recommended.

•Compliance with ISO and AS9100 standards.

•Micrometers, calipers, microscope, ruler

Education:

Bossier Parish Community College- Bossier City, LA August’2007-May’2012

(2 semesters to finish) Physical Therapy Assistant

Remington College- Garland, TX September’2003 -May’2005

Applied Computer Science (Associate Degree)

American School of Business- Shreveport, LA September’1995- May’1996

Business Commination (Certificate)

Certifications:

Project Management Essentials Certified (PMEC)

Lean Six Sigma White Belt Certification

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