advpn3@r.postjobfree.com

321-***-**** Orlando FL

LAVELL COUNTS

TECHNICAL SKILLS

Operating Systems: Windows 7, 8, 8.1, 10; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003, Mac

Software Applications: MS Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word); Office 365; Norton Ghost; installing drivers; Active Directory, Unicenter Service Desk, DSM, IT Service Management, People Soft, Sales Force, Bomgar, Webex, Avaya Agent, Team Viewer

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports), Samsung Printer, iPad, Galaxy Tablet, VOIP

Others: Clerical skills; data entry; customer service support (both on the phone and in person); leadership experience

Certifications & Clearance: Cisco IT Essentials: PC Hardware and Software / Public Trust clearance

PROFESSIONAL EXPERIENCE

The Auto Club Group (AAA) Nov. 2021 – Nov. 2022

Service Vehicle Technician l

• Tow truck driver

• Pick up member cars when they need assistance

• Roadside assistance (change tires, jump start batteries, vehicle lock outs)

Charter Communications (Spectrum) Aug 2017 – April 2020

Field Technician 3

•Perform basic installations, disconnects, reconnects, service upgrades and downgrades, and relocates for residential single family, multi-family and/or multi-dwelling units

•Operate Company vehicle in a safe and responsible manner. Clean, maintain, stock, and secure assigned vehicle and equipment, in accordance with company policies, Work face to face with customers

•Work indoors in confined space, poorly ventilated areas such as attics, basements and/or crawlspaces, Exposure to dust, dirt, noise, insects, rodents, pets, and cleaning solutions, work outdoors in all kinds of weather and at all times of the day or night, Work performed near power lines and electricity, Work performed at various heights above ground on telephone/power poles, Work and travel in inclement weather

U BREAK I FIX JUNE 2017 – AUG 2017

Mobile Technician

• Responsible for giving free estimates on repairs

• Travel to some locations for repairs

• Repaired all devices with a power button (Mobile phones, gaming systems, computers, etc.)

4 CORNERS RESOURCES / UNITED DATA TECHNOLOGIES (UDT) - OCPS Feb 2017 – June 2017

Desktop Support Specialist

• Repair HP and Lenovo laptops

• Replace LCD screens, hard drive, mother boards, RAM, Webcam cables, network cards, audio Jacks, base covers

• Assess laptops to check if they are in/out of warranty

KAVALIERO THE INSTITUTE OF INTERNAL AUDITORS (IIA) Nov 2016 – Jan 2017

Deployment Technician

• Computer break down and move to new location

• Mount TVs and connect screen mirroring devices

• Set up workstation for users in new building

UNIVERSAL STUDIOS MONSTERS CAFÉ Aug 2016 – Mar 2021 Cashier/Server/Cook

•Working at various Food and Beverage locations, including both indoor and outdoor venues. Provide support in responding to system user requests for assistance.

•Greeting guests and suggestively sells and fills food and beverage orders.

•Handling cash, credit card, travelers’ checks, and discount transactions with the assistance of a POS (Point of Sale) register.

•Verifying a starting bank and completing a daily audit report when balancing the drawer at the end of the shift

•Replenishing condiment stands, straightening chairs and tables, and maintaining a clean, sanitized food service area by picking up litter and following established cleaning procedures.

•Ensuring extraordinary guest service by providing positive interactions with guests in a friendly and courteous manner.

•Understanding and actively participating in Environmental, Health & Safety responsibilities by following established Universal Orlando policies, procedures, training, and Team Member involvement activities. Performing other duties as assigned

KFORCE Feb 2016 – April 2016 NIH/NIAID/Dell Services

Desktop Support Technician

•Provide support to monitor, install and perform maintenance on personal computers, laptop computers, software, and networks.

•Provide support in responding to system user requests for assistance.

•Provide support for on-the-spot diagnostic evaluations, implementation of corrections, and training users in proper operation of systems and programs.

•Provide support to install and provide basic support for approved PC software.

•Perform upgrades to all computer platforms.

•Maintain logs and inventory of equipment repairs.

•Assist in administering all computer platforms as directed and assist in resolving any operations problems.

•Support the agency LAN Administrator with server maintenance and administration, as required

THE HOUSE DC May 2015 – MAY 2017

IT Specialist – Volunteer

•Break fix (laptops, Desktop, printers, monitors)

•Support Microsoft Office and office suite 365

•Use Active Directory (password changes, unlock and create accounts, add to groups)

•Work on OS – Mac OSX, Lion, Windows 7, 8, and 10

•Deal with the LAN on site

•Manage email accounts

•Virus protection and computer back up

•Provide remote support via Team Viewer for software issues

•Setup conference rooms and AV equipment

TECH TALENTA March 2015 - MAY 2015

Verizon Federal

Desktop Technical Support

•Configure Windows 7/8 Operating System and associated software (security, Anti-Virus, Remote Management)

•Assemble hardware (Computers, Televisions ext.)

•Ship or deliver to sites for installation or replacement

•Ensure hardware is connected to Data Service (DSL / FiOS / Aircar)

•Perform installations out-of-hours in Retail sites including Verizon Wireless Stores, Local Presence Centers and other such sites as may be required (Experience, etc.)

•Install Televisions and connect to DVD Players, Set Top Boxes, Computers

•Perform, as needed, brief hardware introductions for end users at sites

•Provide on-site support sites as needed (Grand Openings, etc.)

•Operate

•Enter and update trouble tickets to record the trouble found, work done to resolve, and root cause of issues as they occur

HEMMERSBACH GMBH & CO. KG

SUN EDISON October 2014 – March 2015 Desktop Support Technician – Tier II

•Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop support, printers, PDAs, BlackBerrys, and LAN cable drops

•Hands on role were expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets

•Providing of infrastructure administration functions

•Troubleshooting and resolving software issues; reimaging computers/hard drives

•Categorize and prioritize end user support requests and service requests

•Move equipment associated with escalated help desk incidents and service request

•Place IP, Digital and Analog telephones on end user desks or labs and register them then work with IT Operations to ensure functionality.

•Assist with troubleshoot and repair user network and voice related issues

•Replace network equipment as directed

•Perform in adherence to Service Level Agreements and Key Performance

•Reception and storage of items (include items returns)

•Used remote features such as Team Viewer and Bomgar to access user’s machines

•Reimaged windows 7/8 machines

RANDSTAD TECHNOLOGIES March 2014 – October 2014

University Maryland University College

IT Helpdesk Analyst

•Provide support for clients non-proprietary and proprietary information and applications

•Ensure detailed explanations of user problems are entered into Problem Management System

•Interact with other internal departments and support groups to ensure quality service and support

•Provide excellent service support in a professional, patient and understanding manner

•Strictly adhere to all documented procedures to ensure a timely resolution and the highest level of customer service

•Demonstrated experience supporting the following products and services: Microsoft Office applications, programs, hardware / software & networking questions, Citrix Operating Environment, BlackBerry, Java, Active Directory, Malware

•Experience with Ethernet and TCP/ IP; using Problem Management/call logging systems

•Help Desk is open 24/7 for students, staff, and faculty (Phone and Remote support)

•Create and close tickets using the ticketing system Salesforce and remote support using WebEx

KFORCE January 2014 – March 2014

Securities and Exchange Commission (SEC)

IT Specialist

•Responsible for the loading and distribution of laptops to individuals that will be working remotely for the SEC.

•Responsible for scheduling the distribution of laptops using Microsoft Calendars.

ROBERT HALF TECHNOLOGY January 2013 – January 2014

Children’s National Medical Center – IT Specialist June 2013 – July 2013

•Set up new computers and Laptops

•Connect wireless printers to machines

•Computer moves

•IP configurations

•Responsible for deploying XP to Windows 7

Audio Visual Management Group – Software Specialist/AV Tech May 2013 – May 2013

•Assisted users with PowerPoint’s

•IP changes and computer name changes

•Video converts

Abt Associates – Deployment Tech March 2013 – April 2013

•Deployed a new global intranet project

•Tested/Pushed certificates

•Assisted about 500 users in the deployment

CATAPULT TECHNOLOGY July 2012– January 2013

Local Support – Tier II

•Reimage laptops, Password resets, Software deployment, Remote support

•Performed basic troubleshooting of printers, laptops, PCs, mobile phones, fax machines, monitors etc.

•Deployed/Set up laptops, PCs, printers, fax

•Supported over 3000 government users as part of a small tech team

•Blackberry, Android, and Apple IOS Configuration and activations

•Equipment moves ex. computers, monitors, local printers, computer supplies, etc.

EDUCATION & TRAINING

Year Up, National Capital Region, a Partner of Northern Virginia Community College Graduation: January 2013

•Enrolled in a one-year career development institute, through which students can earn a six-month corporate or government internship and college credit following six months of rigorous technical and professional training

•Mastered coursework in desktop support, IT helpdesk, computer networking, business writing, professional skills, personal finance, and customer service

•Earned Cisco IT Essentials certificate via Year Up, a Cisco Networking Academy; coursework included advanced networking, repair, and troubleshooting skills as well as critical thinking skills

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