Customer Service Support Specialist

Marie Peccia

Email - *****.******@*****.***

Telephone - 702-***-****

Professional IT Help Desk Specialist with over 6 years of experience. Specializing in Apple and JAMF configuration. Strong knowledge of Windows 10 and Windows 2019

Server.

EXPERIENCE

Jigsaw Interactive

Support Specialist August 2021 - Present

Provided remote support via email, phone and in

person for an online education system. Worked within SalesForce, ZenDesk and Grafana.

Girl Scouts of Ohio’s Heartland

IT Administrator February 2021 - August 2021

Provided in-person support for a medium scale o ce. Managed OpenVPN, ConnectWise, Azure Active

Directory, CloneZilla and deployed nearly 300 Windows 10 computers across the organization.

Abercrombie & Fitch

Help Desk Analyst August 2020 - February 2021

Provided telephone and e-mail support for retail store managers and home o ce users. Issues included but

not limited to store hardware, networking issues, IP phone issues, Human Resources issues. Home O ce

issues included O ce 365 troubleshooting, 2 Step

Authentication troubleshooting and Tableau reports troubleshooting.

The Ohio State University —

Systems Specialist December 2014 - December 2019

Provided top of the line customer service over the phone, email and in person. Documented, organized

and kept appropriate notes within Service Now;

meeting ITIL standards. Works with a huge variety of customers, locations and university policies. SCCM, OS X, Carmen troubleshooting and configuration,

osuwireless, Duo experience.

Apple, Inc. - At Home Advisor

June 2014 - December 2014

Provided top of the line customer service Documented, organized and kept appropriate notes within the

ticketing system.

EDUCATION

University of Central Florida - B. A.

Adult Education August 2004 - May 2007

SKILLS

Very strong customer service skills over telephone, text and in person

Microsoft 7, 8.1 and 10

installation, deployment and troubleshooting

Strong OS X and iOS knowledge as well as Apple

hardware. (CPU, iPhone, iPad)

JAMF and LANDesk desktop deployment experience

Print management for OS X and Windows environments PC/Laptop Maintenance LAN Setup/Maintenance

TCP/IP Address Configuration

Active directory & group policy support and

configuration

Terminal server/remote desktop server configuration VoIP configuration and

troubleshooting

SalesForce

Grafana

CERTIFICATIONS

CompTIA A+

CompTIA Network+

CompTIA Security+

ITIL v3

CCNA (In progress at CSCC)

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