SHANIQUE LLOYD

910-***-****

adu5n5@r.postjobfree.com

Fuquay Varina, NC 27526

CAREER OBJECTIVE

Over 10 years of experienced for troubleshoot, proficient at diagnosing and remediating a wide range of issues in field and remote.

Performed basic break-fix tasks (software & hardware issues) with Dell/HP desktops, laptops, printers.

Sales and installation of new hardware including servers such as blades and routers. Installation of system upgrades including virus and software, and cable installation.

Manage multiple ticketing systems and update with new information.

Troubleshoot hardware and software issues providing quick and thorough resolution, recorded and communicated through various ticketing systems.

Also responsible for building computer systems including installing motherboards and all peripheral devices and cards.

Hardware troubleshooting (diagnosing and replacing hard drive, SSD, motherboard as needed)

Laptop disassembling & assembling, upgrade and install drivers, Memory, Hard Drive, Laptop LCDs, motherboards.

Provide daily break and fix repair support of Dell, HP Laptops and Desktops.

Experienced break & fixing / Imaging Dell & HP Systems.

Perform diagnosis, break/fix repair, configuration, upgrades, and installation services for printers, Dell desktop PC's, laptops, network servers.

Diagnose and troubleshoot Hardware and software the customer unites: Laptops, Desktop, and MacBook

(Windows and apple), Windows OS configuration and management.

Windows HDD imaging, refresh, reset, and backup experience.

Diagnosing and troubleshooting end user problems, recommending and/or performing efficient/practical solutions, and following through to completion.

Installed and configured Windows servers, laptops, and desktops, including Active Directory, Terminal Services, file sharing, and permissions.

Researched, selected, and deployed opensource Knowledge Tree Document Management System to manage corporate documents, workflow, and collaboration.

SKILLS

Excellent Written and Verbal Communication Skills

Excellent Computer Skills macOS and windows os

Ability to work with MS Word and Excel

Effective time management and self-accountability

High level of professionalism

Ability and desire to work in a team call center environment

Experience with software maintenance and testing

Troubleshooting Network Issues

Issue and Resolution Tracking

Customer Service Support

Configuring Devices

Program Installations

Application Support

Office Support

Remote Technical Support

Computer Hardware Knowledge

Customer Communication and Empathy

Desktop Partitioning Software

Online Chat Support

EDUCATION

South Johnston High School-Jan 2010

EXPERIENCE

Kelly Services Inc, Troy, MI Apr 2020 - Nov 2022

Tech Support

Field incoming help requests from end users via telephone, chat, and tickets in a professional manner.

Assist with on boarding of new users and provide help desk support to resolve problems to the customer's satisfaction.

Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

Analyzing system logs and identifying potential issues with computer systems.

Installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.

Having exposure to a wide range of technologies & able to play a key role in diagnosing hardware and software problems and to ensure that quality solutions meet business objectives.

Well versed in troubleshooting, diagnosing, teardown, repair, and imaging of HP/Dell laptops and desktops.

Diagnosing and troubleshooting end user problems, recommending and/or performing efficient/practical solutions, and following through to completion.

Diagnose and troubleshoot Hardware and software the customer unites: Laptops, Desktop, and MacBook

(Windows and apple), Windows OS configuration and management.

Windows HDD imaging, refresh, reset, and backup experience.

Diagnosing and troubleshooting end user problems, recommending and/or performing efficient/practical solutions, and following through to completion.

Also responsible for building computer systems including installing motherboards and all peripheral devices and cards.

Introducing and integrating new technologies into existing data center environments.

Perform daily system monitoring, verifying all hardware and server resources' integrity and availability. Hardware troubleshooting (diagnosing and replacing hard drive, SSD, motherboard as needed)

Laptop disassembling & assembling, upgrade and install drivers, Memory, Hard Drive, Laptop LCD.

Track and document the help desk request problem-solving process, including all successful, or unsuccessful decisions, and actions taken through to the final resolution.

Test fixes to ensure problems are adequately resolved.

Access software updates, drivers, knowledge bases, and various resources locally and on the internet to aid in problem resolution.

Understand and identify appropriate software and hardware used and supported by the organization.

Consistent use of privacy and security guidelines in modifying customer account information and sensitive data.

Perform other related duties assigned by the technical support manager.

Provided level-1 and level-2 remote support for desktops, printers and other computer-related devices.

Handled difficult situations and customers to achieve successful outcomes.

Completed accurate and timely logging of problems and resolutions in issue management database.

Solved problems on Windows, Mac and user applications utilizing product specifications.

Performed research to attain in-depth knowledge of supported products and services, portfolio and resolve a wide range of common inquiries.

Xerox Corp, Raleigh, NC Jun 2013 - Apr 2016

Technical Support Representative

Handled customer complaints and escalated issues according to procedures.

Provided customers with overview of installation activity, site-specific information, and access to technical contacts.

Troubleshot issues on device-specific problems, network performance and internet connectivity.

Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.

Perform diagnosis, break/fix repair, configuration, upgrades, and installation services for printers, Dell desktop PC's, laptops, network servers.

(Windows and apple), Windows OS configuration and management.

Windows HDD imaging, refresh, reset, and backup experience.

Diagnosing and troubleshooting end user problems, recommending and/or performing efficient/practical solutions, and following through to completion.

Also responsible for building computer systems including installing motherboards and all peripheral devices and cards.

Network installation and maintenance

Network Administration using Active Directory, Exchange, user management, server security, server monitoring, using

Field Service Support of dell desktop and laptop PC's and network issues.

Perform break-fix support for a wide range of hardware and software.

Diagnose and resolve software and hardware incidences.

Hardware troubleshooting (diagnosing and replacing hard drive, SSD, motherboard as needed)

Laptop disassembling & assembling, upgrade and install drivers, Memory, Hard Drive, Laptop LCD.

Assisted with developing related solutions from our software applications and development team.

Installed computer systems and executed other duties as required.

Performed basic break-fix tasks (software & hardware issues) with Dell/HP desktops, laptops, printers.

Sales and installation of new hardware including servers such as blades and routers. Installation of system upgrades including virus and software, and cable installation.

Utilized a ticketing system to log, track and document incidents to ensure customer problems were resolved to customer satisfaction.

Home office 2016-2022

Desktop support

Field incoming help requests from end users via telephone, chat, and tickets in a professional manner.

Assist with on boarding of new users and provide help desk support to resolve problems to the customer's satisfaction.

Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

Analyzing system logs and identifying potential issues with computer systems.

Installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.

Having exposure to a wide range of technologies & able to play a key role in diagnosing hardware and software problems and to ensure that quality solutions meet business objectives.

Well versed in troubleshooting, diagnosing, teardown, repair, and imaging of HP/Dell laptops and desktops.

Diagnosing and troubleshooting end user problems, recommending and/or performing efficient/practical solutions, and following through to completion.

Diagnose and troubleshoot Hardware and software the customer unites: Laptops, Desktop, and MacBook

(Windows and apple), Windows OS configuration and management.

Windows HDD imaging, refresh, reset, and backup experience.

Diagnosing and troubleshooting end user problems, recommending and/or performing efficient/practical solutions, and following through to completion.

Also responsible for building computer systems including installing motherboards and all peripheral devices and cards.

Introducing and integrating new technologies into existing data center environments.

Perform daily system monitoring, verifying all hardware and server resources' integrity and availability. Hardware troubleshooting (diagnosing and replacing hard drive, SSD, motherboard as needed)

Laptop disassembling & assembling, upgrade and install drivers, Memory, Hard Drive, Laptop LCD.

Track and document the help desk request problem-solving process, including all successful, or unsuccessful decisions, and actions taken through to the final resolution.

Test fixes to ensure problems are adequately resolved.

Access software updates, drivers, knowledge bases, and various resources locally and on the internet to aid in problem resolution.

Understand and identify appropriate software and hardware used and supported by the organization.

Consistent use of privacy and security guidelines in modifying customer account information and sensitive data.

Perform other related duties assigned by the technical support manager.

Provided level-1 and level-2 remote support for desktops, printers and other computer-related devices.

Handled difficult situations and customers to achieve successful outcomes.

Completed accurate and timely logging of problems and resolutions in issue management database.

Solved problems on Windows, Mac and user applications utilizing product specifications.

Performed research to attain in-depth knowledge of supported products and services, portfolio and resolve a wide range of common inquiries.

Adapt Home Care, Dunn, NC March 2018 - March 2020

Patient Care Assistant

Engaged in evidence-based best practices enhancing patient experience.

Assisted patients with eating, bathing and grooming, supporting activities of daily living.

Participated in multi-skilled activities, supporting patient-centered approach to achieving desired outcomes.

Fostered mobility with regular turning, positioning and ambulating of patients.

Demonstrated knowledge of infection control related to hand washing and universal precautions.

Observed and examined patients to detect symptoms that required medical attention, such as bruises, open wounds and blood in urine.

Reminded patients to take medications and nutritional supplements.

Communicated with patients to ascertain feelings and needed for assistance and social and emotional support.

Established special connections with patients through empathy and relationship-building techniques.

Answered patient call signals, signal lights or bells to determine patient needs.

Dunkin Doughnuts, Smithfield, NC Aug 2017 - Dec 2017

Baker

Prepared and baked cakes, cookies, pies and desserts according to recipes.

Prepared and cooked ingredients for pie fillings or other desserts. Maintained high food quality standards in kitchen, finding ways to improve.

Baked fresh bread and pastries to fulfill customer needs and orders.

Stocked, prepped,. and cleaned bakery to complete daily opening and closing duties.

Complied with food service and hygiene regulations to maximize health and safety.

Set oven temperatures and oversaw simultaneous bakes to achieve top-quality results.

Weighed ingredients to prepare batter and dough for baked goods.

Decorated baked goods, such as cakes and pastries.

Observed health and safety regulations and completed proper sanitation processes for safe food handling.

Walmart, Smithfield, NC Jul 2016 - May 2017

Wireless Sales Associate

Used POS systems to compute sales prices, total purchases and receive and process cash or credit payment.

Answered questions regarding store and products by maintaining knowledge of current sales and promotions.

Refilled and rotated items on shelves to maintain well-stocked inventory.

Developed knowledge about products and sales items to answer shoppers' questions.

Determimed customer needs by asking relevant questions and listening actively to responses.

Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Greeted customers and ascertained what each customer wanted and needed.

Computed sales prices, total purchases and received and processed cash and credit payment.

Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.

Belk inc, Smithfield, NC May 2016 - Nov 2016

Sales Associate

Promoted benefits of store credit cards or customer loyalty programs to encourage repeat business.

Followed checklist to complete retail store opening and closing activities.

Cross-trained with other store departments and areas, supporting overall retail operations.

Kept signage and merchandise displays organized and up-to-date, promoting visual presentation standards

Drove sales through customer relationship building and suggestive selling techniques.

Liaised with management to communicate customer feedback and recommendations.

Greeted and escorted customers to product racks and shelves to assist with finding merchandise.

Introduced promotions and sale opportunities, enticing customers.

Alerted management to potential security issues, supporting loss prevention and reducing shrink.

Operated cash register and POS to process sales transactions and handle payments.

Provided product information to customers and aligned products with customer needs to boost satisfaction.

THE BUDD GROUP, Clayton, NC Aug 2011 - Jun 2013

Environmental Services Housekeeper

Demonstrated proper knowledge and utilization of cleaning supplies, chemicals and equipment.

Replenished paper products, hand soaps and body washes in restrooms.

Dry mopped flooring to remove collected debris.

Supplied cleaning cart with adequate paper goods and cleaners.

Assisted with meeting room set-ups and teardowns as required by departments.

Removed dirt from carpets or upholstered furniture with electric carpet extractor.

Sanitized and cleaned assigned areas using proper infection control procedures.

Dusted and polished furniture and equipment.

Swept, scrubbed, waxed, or polished floors, using brooms, mops, or powered scrubbing and waxing machines.

Cleaned rooms, hallways, lobbies, lounges, restrooms, corridors, elevators, stairways, locker rooms and other work areas so that health standards are met.

Disinfected equipment and supplies, used germicides and steam- operated sterilizers.

Prepared rooms for meetings and arranged decorations, media equipment and furniture for social and business functions.

TACO BELL Aug 2011 - Dec 2011

Cashiers

Responded quickly to meet customer needs and resolve problems. Participated in ongoing training to enhance own job skills and knowledge.

Worked with coworkers to complete tasks.

F & D HUEBNER LLC May 2005 - May 2010

Cashier Trainer

Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members. Helped customers find store locations and complete purchases.

Taught employees use of registers, merchandising of stock and satisfaction of diverse customer needs.

Refunded customers and returned items for product issues.

Delivered quick, professional and friendly check-out experience to customers.

Operated digital inventory system for ringing products and verifying pricing.

Trained new cashiers by demonstrating procedures for exchanging money, checking guests out and interacting with customers.

Counted cash drawers at beginning of shifts to verify correct amounts.

Processed cash, check and credit cards for customer purchases.

REFERENCES

References available upon request

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