Customer Service Help Desk
Resume:
LEVERCIA’S SKILLS
SUMMARY
● IT professional with over 6 years of experience.
● Most recent experience at Amtrak as Desktop Support, that included VPN troubleshooting, installing and troubleshooting applications such as Citrix and Arrow, Active Directory/ New hire set up, email creation, Office 365 installation, iPhone and Galaxy troubleshooting, installation of Office 10, 13.
● Previously had experience at externship with hardware setup and installation, network configuration, network inventory, technical inventory, breakdowns and installations of Mini PC hard drive.
● Received a Technical Diploma in Computer Networking from Omnitech Institute, as well as an Associate's in Information Security/Business Management from Lincoln College of Technology.
● Worked on several ticketing systems such as; Remedy, Oracle, Siebel, SCCD, HEAT, IBM ticketing system. Just to name a few.
● System testing experience
● Microsoft server side support tickets through our ticket queue system that have gone through our help desk support 1-3 tiers
● Act as level I and II, III resource for all infrastructure needs (end-user support, telecom support, network support) team
● Provided tier 1 support for workstations support and services responded by the desktop technician's questions and helped troubleshoot technical problems
● Deploying the network infrastructure to meet the requirements
● Member to a team of professionals responsible for setup, developing, implementing, debugging, configuration and maintenance for technologies within LAN/WAN infrastructure support remote installation.
CERTIFICATIONS
● Microsoft Office Word and Excel Certified
EXPERIENCE
Lyft
Driver
October 2018 to current
● Provide rides as requested thru platform
● Providing customer service
Jason's Deli
Deliver Driver
October 8 to November 15, 2018
● Prep sides for orders
● Provide customer service
● Deliver food on time
Papa John's
Delivery Driver
June 15, 2018 to September 28,2018
● Prep toppings for orders
● Provide customer service
● Answer phones to place order
● Box pizzas for delivery
● Deliver pizza on time
Amtrak
Infrastructure Service Desktop Support
April 2016 to November 2016
● Support and administration of active directory environments, clustering, Microsoft enterprise level products
● Provided basic IT support and troubleshoot
● Evaluate and prioritize help desk support calls and effectively escalate and document all support
● Manage ticket escalations
● Planned, implemented, and managed all aspects of the server and network infrastructure to best support company's goals
● Performed troubleshooting, while maintaining trouble ticket tracking, following internal/external
● Provided technical support on hardware and software related issues to remote production sites.
● Remote support
● Active directory support
● Password reset
● Ticket creation
● Knowledge base training
● Security access support
● Office 365 email creation
● Office 365 troubleshooting
Lincoln College of Technology
Externship
August 2014 to April 2015
● Access point setup
● Mini pc hard drive installation
● Active directory configuration
● Virus removal
● Network setup
● Troubleshoot equipment for repair
● Produce spreadsheets
● Equipment inventory
● Use of MAC commands for vi editor
Heritage Capital Services
Data entry
August 2013 to September 2013
● Verified account information to be entered
● Gathered information and confirm data to be entered
● Entered 215 files per day
● Typing 45 wpm
● Research information for accuracy
Randstad Corp.
Administrative Support
November 2011 to May 2012
● Remote maintenance to onsite end users
● Provided security access to new-hires
● Password reset
● Received inbound calls for password resets and application installations
● Set up payroll and provided branch support
● Knowledge of relevant call tracking application and documentation
● Broadband support and technical support
Equifax
Help Desk Analyst
November 2008 to March 2009
● Remote log-in assistance
● Account management
● Register clients for business security
● Token key login reset
● Knowledge of relevant call tracking application and documentation
● Product support
● Troubleshoot software and installation
● Provided operational support, administration, installation, troubleshooting, and maintenance of telecommunications networks (e.g. LANs, WLANs, WANs, and Security) in a multi-site, multi-vendor hardware environment.
● Identifies and resolves network problems utilizing structured troubleshooting methods, techniques and tools.
CGS
Infrastructure Help Desk/Tier I, II/Software/ Wireless Support-Ibm/Lenovo July 2006 to June 2008
● Troubleshoot LAN AND WAN connections
● Provided software support (Microsoft office, outlook, wireless applications. OS)
● Knowledge of relevant call tracking application and documentation
● Resolved issues on first call or routed to department
● Provided email support and call back support
● Assisted with escalation calls for level 3 support
● Took ownership of calls until a resolution was provided
● Identifies and resolves network problems utilizing structured troubleshooting methods, techniques and tools.
● Determined proper trouble ticket escalations, whether that is to the next level support or a manager
● Created and/or updated trouble tickets from all incoming calls into the Remedy ticket tracking system
EDUCATION
● Lincoln College of Technology, Marietta, GA
o Associates, Information Security/Business Management- 05/2016
● Omnitech institute, Tucker, GA
o Technical Diploma, Computer Networking- 08/2005
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