Office Service Representative
Resume:
VOGLY JEAN-BAPTISTE
P 347-***-**** E v.e_jeanbaptiste@yahoo.c
om A
Brooklyn NY 11233 L LinkedIn
EXPERIENCE
EDUCATION
CUNY Queens College
B.S. in Computer Science
Flushing, New York
Expected Graduation: 2021
CUNY Queensborough
Community College
A.S. in Engineering Science
Bayside, New York
2011-2014
KEY SKILLS
● SOFTWARE: WINDOWS SERVER,
ACTIVE DIRECTORY, MICROSOFT
OFFICE, MAPLE SOFT
● FOREIGN LANGUAGE:
NATIVE SPEAKER - FRENCH, AND HAITIAN
CREOLE; CONVERSATIONAL - SPANISH
IT Support Specialist - Barnes and Nobles - Westbury, NY November 2020 - Present ( Contract)
Windows 10 Migration Project
● Upgrade computer hardware
● Image new computer with Windows 10
● Set up user for their new laptop
● Assign proper permission
IT Support Engineer – Converge Direct – New York, NY March 2020 – June 2020 (laid off due to Covid19)
● Supported development/improvement projects as assigned by the CTO.
● Created and managed app through SharePoint, PowerApps, Power Automate (Microsoft Flow)
● Managed IT Ticketing System using the Atlassian Jira platform.
● Troubleshooted hardware and software issues.
● Installed and maintained hardware and computer peripherals.
● Installed and upgraded operating systems and computer software.
● Troubleshooted networking and connection issues.
● Advised on software or hardware upgrades.
● Office 365 Enterprise Administration.
● Created and manage user account
● Troubleshooted and customized O365 applications including Microsoft Word, Excel, One Note, Power Point, Microsoft Teams etc.
● Office 365 support, maintenance and administration ( account provisioning, distribution group creation, permission).
● Created /maintained onboarding/offboarding template through JIRA
● Responsible for the onboarding/offboarding process ( create/manage user, equipment assignment, group and permission assignment).
IT Service Desk Analyst – Drive DeVilbiss Healthcare – Port Washington, NY
April 2019 – March 2020
● Managed development and improvement projects.
● Performed first-level system administration duties including permission assignment, password management and access control.
● Using Active Directory, managed User Accounts on Windows 10 (Creation, Deletion, Permissions, and VPN Access, Grouping, group OU’s).
● Created and maintained email addresses and distribution lists in MS Exchange.
● Provided technical support for hardware and software to employees including Microsoft products, ShoreTel phones and software, SAP, mobile devices, A/V equipment and printing.
● Handled on-boarding and off-boarding requests including new equipment setups.
● Coordinated with external resources for repair activities on company equipment.
● Windows 10 migration for 300+ users
● Maintained asset tracking database for all IT related equipment.
● Tracked and managed incidents as well as problems using ITIL standard tools.
● Managed Email administration, MS Office Applications, antivirus, and Troubleshooting backup software.
● Created tickets in HEAT ticketing system and followed to provide resolutions for end users.
● Trained new employees on software and corresponding company procedures.
● Managed deployment and shipment of outgoing and incoming IT equipment to other branches and remote workers. Fraud Investigator – Cardworks Servicing LLC – Woodbury, NY October 2016 - April 2019
● Troubleshooted and resolved credit card holder concerns relating to fraud.
● Processed disputes and tracked status of claims through resolution, escalating issues to management as needed.
● Identified and monitored high-risk transactions, recommending account holds, restrictions or closures.
● Ascertained fraud risk trends and issues for fraud applications. Technical Support Representative – Altice USA – Jericho, NY March 2017 – November 2017
● Served as subject matter expert with regard to issues for Optimum Online and Optimum Voice customers.
● Provided high quality customer service while guiding and educating customers.
● Provided technical recommendations and solutions to business professionals.
● Analyzed and researched technical problems.
Sr. Customer Service Representative – Enterprise Rent A Car- Springfield Gardens, NY
April 2015- February 2017
● Answered customer questions and provided assistance based on customers’ needs and requests.
● Resolved issues in a fair and equitable manner to ensure continued customer loyalty.
● Provided superior customer service to contribute to revenue goals.
IT Help Desk Technician – CUNY Queensborough Community College – Bayside, NY
June 2013 – March 2015
● Troubleshooted hardware, software, and network operating systems.
● Provided orientation to new users on existing technology.
● Assisted students and faculty members with network operating systems issues.
● Installed and configured hardware.
CERTIFICATIONS
● Windows Server 2012 System Administration Certificate (via Udemy) - March 2017
● Active Directory & Group Policy 2012 (via Udemy)- March 2017
● Google IT Support Professional Certificate (via Coursera)
- In Progress
● Python Programming (via Coursera) - In Progress
● Microsoft Azure (via Microsoft.com) - In Progress
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