Alex Monroe

**** ***** ***

Philadelphia PA, ****3

215-***-****

adwrt9@r.postjobfree.com

Technical Support Specialist:

Solutions-focused professional with 3+ years’ experience providing rapid and client-focused

technical support to 80 users. Demonstrated capacity to identify causes and direct users to

lasting resolutions. Adept at articulating complex technical concepts to users of varying

technical understanding. Well versed in a variety of common operating systems, applications,

and hardware with a proven ability to quickly master new tools and technologies. Outstanding

interpersonal strengths illustrated by multiple service awards.

Areas of Expertise:

● Troubleshooting & Issue Resolution ● Root Cause Analysis

● End User Training & Support ● System Implementation

● Scheduled & Ad Hoc Maintenance ● Rapid Ticket Resolution Time

● Client Relationship Management ● Detailed Documentation

Technical Proficiencies:

Platforms: Windows Server 2008, Windows XP/2007, 2010, Vista, Unix, Windows 7 Zero

Touch, High Volume deployment, Cisco VPN, Mac OS; experience with most 802.11a/b,

802.11g and 802.11n IEEE WLAN technologies

Hardware: Cisco, Dell/Gateway/HP Desktops and Notebooks, IMac, MacBook Pro, Network

Printers, Scanners, Digital Projectors.

Applications:

Microsoft Office, Outlook/Exchange, SharePoint, Active Directory, AVG Business,

Norton/McAfee Anti-Virus/VERITAS/Retrospect Backup, Trend Micro Office Scan, Norton

Symantec Ghost, Norton Internet Security, Magic xpa application platform, Mediavue Trouble

Ticket.

Professional Experience:

Divine Treasures LLC, Philadelphia, Pennsylvania 8/2010 – Present

Desktop Support Specialist

Provide technical support for 100 end users, reset password, troubleshoot outlook issues,

printers, and peripherals, for user service requests and expediently resolve trouble tickets to

maximize system uptime. Also escalate tickets to 3rd level support. Deploy new workstations

and printers, installing operating systems, applications, and drivers, and configuring network

properties and hardware. Support Disaster Recovery Plans, performing regular backups and

creating ghost images of workstations prior to upgrades.

Key Achievements:

● Outperformed peers by maintaining outstanding record of technical support service,

resolving 95% of all trouble tickets without escalation to senior support specialists.

● Substantially increased security and performance of systems by initiating installation

of new anti-virus software and critical operating system updates.

● Significantly reduced workstation setup time by developing a disk-cloning procedure

to streamline operating system implementation and security properties configuration.

Frazier Enterprise Group LLC, Philadelphia, 8/2009 – 7/2010

Pennsylvania

Desktop Support Specialist

Provide technical support for 20 end users, reset password, troubleshoot outlook issues,

printers, and peripherals, for user service requests and expediently resolve trouble tickets to

maximize system uptime. Also escalate tickets to 2nd and 3rd level support. Deploy new

workstations and printers, installing operating systems, applications, and drivers, and

configuring network properties and hardware. Support Disaster Recovery Plans, performing

regular backups and creating ghost images of workstations prior to upgrades.

MRP 6-2007-7/2009

Duties included facilitating the sales of servers, SAN’s, and other storage equipment

needed for small, medium and enterprise size companies.

Education:

Devry University

Bachelor of Science in Network and

Communications Management (NCM)

On Dean’s List with 3.8 GPA

References:

Available upon request

Alex Monroe

4832 Cedar Ave

Philadelphia PA, 19143

215-***-****

adwrt9@r.postjobfree.com

RE: Technical Support Specialist Position

Dear Prospective Employer:

Nearly every business depends on smooth-running communications networks. That is the reason I am

currently pursuing a B.S. degree in Network and Communications Management (NCM) at DeVry

University, with an expected graduation date by the end of this year. Moreover, it is also the reason I have

enclosed my resume in application for a position as a Technical Support Specialist.

A review of my resume will indicate that during the past several years of active employment, I have

acquired much experience in troubleshooting and issue resolution while providing technical support to a

moderate number of users. That I have attained significant achievements within that environment will

attest to the level of dedication with which I bring to the job.

To avoid reiterating all the information you may find on the resume, you may be interested to know that I

am a team player who can just as easily work alone. Results are the focus, whether the job requires a team

approach or a single-focused individual orientation. Furthermore, you will find that I am disciplined and

proactive in searching out opportunities for achieving greater efficiencies in both systems and software

applications.

I would appreciate the opportunity to interview for the position of Technical Support Specialist wherein

we will have the opportunity to understand how each of us is dedicated to providing the optimum in

service and support.

Thank you for your attention to this matter. You may reach me at the address and phone number listed

above.

Sincerely,

Alex Monroe

Enclosure

Contact this candidate