date: **/**/****

Linjerrica S. Daniels

**** *. **** **.

Jacksonville, FL 32209

904-***-****

adtx6a@r.postjobfree.com

Recruiter

Jacksonville fl 32216

Phone:850-***-****

adtx6a@r.postjobfree.com

Dear Hiring Personnel: Hiring Manager

Thank you for the opportunity to review my resume for the position of: Technical Support Representative/help Desk

The attached resume formally presents my qualifications. The personal attributes that I am most proud of are my initiative, self-starter, interpersonal, team player, detail oriented, multi tasker, caring, and creative skills.

I’m very excited about having the opportunity to apply my knowledge and background experience to this position.

I have enjoyed my time in an Inbound Call Center Environment before with Convergys (help desk tier 1 technical support for The Apple project), Wells Fargo (help desk tier 1 Technical support), Merrill Lynch (Financial Customer Service help desk). Associates degrees in Computer Network Systems with ITT Tech and 6 months of Bachelor degree in Cyber Security also with ITT Tech. Studying in the Network+ Certification for the Certification Florida State College at Jacksonville.

My Salary Requirement is $50,000.00 - $70,000.00.

I look forward to meeting with you to discuss the specific requirements for these positions and my ability to meet them. Please contact me at your earliest convenience at the number Above to schedule an interview.

Sincerely,

Linjerrica S. Daniels

LinjerricA S. Daniels

3103 West 45th Street Jacksonville, FL 32209 904-***-**** adtx6a@r.postjobfree.com

Objective

To secure a challenging career in Technical Help Desk/ Desktop Support position where my Associates of Science Degree in Information Technology majoring in Computer Network Systems, and over two years of IT experience will be utilized.

Education

CompTIA Network+ − April 2018

FSCJ – 501 West State St. Jacksonville, FL 32202

Bachelors of Science − Cybersecurity, May 2015

ITT Technical Institute − 7011 A.C. Skinner Pkwy Jacksonville, FL 32256

Associates of Science − Information Technology, December 17, 2010

ITT Technical Institute − 7011 A.C. Skinner Pkwy Jacksonville, FL 32256

Professional Experience

Technical Help Desk Support Representative

Convergys 8000 Baymeadows Way Jacksonville, FL 32256

1 yr & 8 months May 2013 – Dec 2014

Responsible for answering questions via phone addressing hardware, software, cable, and internet or telephone related issues Diagnosing & providing a path to resolving various technical issues.

Proactively identified ways to avoid recurrence of customer issues by improving the processes, reviewing technical articles, & recommending changes.

Technical Desktop Support Customer Service Representative (Contract Position)

Technisource 8657 Baypine Rd Jacksonville Fl 32256 Phone: 904-***-**** (Wells Fargo) 4715 Town Center Pkwy Jacksonville, FL 32256

5 months Nov 2010 – April 2011

Fully – Managed Service & Technical Application Support: Responsible for assisting Wells Fargo customers with resetting employee network mainframe and encryption passwords over the phone Utilized Active Directory information for authentication of callers and reset VPN tokens and pass codes. Reset Virtual Machines using VMWare inside of a Server 2003 terminal services session. Utilized remote control tools such as Net Meeting, Net OP, Remote Assist and VPN. Remote connector to troubleshoot and resolve password and network connectivity issues.

Managed Service: Re - routed non - password related calls to appropriate lines of business and support lines. Assign, enable and reset secure identifications. Documented all initial issues and resolutions. Tracked status and performed follow up to ensure client satisfaction.

Desktop Support & Managed Service Tools: Remedy Pac2000, Web RH, APS, CICS, WSAT, OMS Password Tool, SAM 21 and WARP.

Publications

Cabling Installations & Maintenance - http://www.cablinginstall.com

Publication Objectives: Bringing practical business and technical intelligence to today's structured cabling professionals. Industry Topics include: Design, Installation and Testing.

References Available Upon Request

References

Terrance Thorton

Information Specialists Analyst at Jacksonville Sheriff’s Office

Phone Number 904-***-****

LinkedIn:https://www.linkedin.com/in/terrancethorton-813011a

Taleshia Green

Emergency Dispatch Operator at ADT

LinkedIn:https://www.linkedin.com/in/taleshia-green-51964596

Michael Munn

IT Chair @ ITT Technical Institute

LinkedIn:https://www.linkedlin.com/in/michael-munn-346208175

Tracy Rizzo

Director of Career Services @ ITT Technical Institute

LinkedIn:https://www.linkedlin.com/in/tracyrizzo

Clyde Dupree

Sr. Web Accessibility SME

LinkedIn:https://www.linkedin/in/ClydeDupree

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