Raecheal Wilson

***** ******* ** *** **** Dallas, TX, 75248

214-***-**** Home Primary

adysq0@r.postjobfree.com Primary

adysq0@r.postjobfree.com Secondary

www.linkedin.com/in/raecheal-wilson-4401ab1a1

TECHNICAL SUMMARY

Computer Skills:

Familiar with MS-DOS, Microsoft Windows, Microsoft Word, Microsoft Excel, Microsoft Outlook, Window XP Professional, Windows 2000/2003/2008, Vista, and Vista 7,

Knowledgeable of PC setup, Remote Assistance, Hardware, Software, various peripherals, and file updating, HP Desktop/Laptops, HP Printers, Dell Laptops, Gateway Laptops.

Install, configure and troubleshooting Microsoft operating systems

Assemble a career-relevant portfolio to showcase skills and knowledge to potential employers

Remote access on the computers & modems

SIMPL access for FIOS

Email activation

Hardware & Software Xerox printers

Creating Tickets, reports, refunds checks, MAP checks, Oracle checks

Pages Center X mainframe LRS/NetX Page Center X: PageCenterX Document Archive Server

VPXS Printer List: server primary control and administration interface

MiDAS (Michigan Integrated Data Automated System), MiWAM (Michigan Web Account Manager) FIT (Fraud Inquiry Tracker), MiLogin, AKN (Accenture Knowledge Navigator), Carl, Michigan.gov/UIA, MyApps

Active Directory (NA>APAC>UK), SAP GUI 7.50 Prod, RDS Prod, PTM password reset RF Gun, password reset AD & ELC, ToDo prod, Request tickets for Hard & Software access, Iphone & Android Soft & Hardware updates

Service NOW (SNOW), Service portal, Service Knowledge Base, Request, Request Item, Service Catalog Task ticket,

Citrix receiver – SAP GUI 7.50 prod, RDS prod, PTM prod, ToDo server prod, Active Directory stand & admin logons.

MacBook Pro, Dell, Lenovo, ThinkPad Software & Hardware application login updates on the issues to be resolve.

Able to take the customer calls to resolve the problem that is coming from customers laptop/Desktop to remote in their devices to see what the issues that is the problem to get updated on software & hardware to find the answers that you will research by using Google Chrome/KB note in the SNOW if its in the system or not.

Self-Employed/Volunteer

Provided field support, repaired and troubleshoot with laptops and desktops.

Break/Fix repair of Dell and HP Laptops and Desktops.

Repair and replace Dell/HP/ Lenovo hardware parts on Desktops, Laptops & Tablets

Global *Tel* Link (GTL) Job Skill’s:

FOCUS: WEB ITS & V-Track, GTL Command: ICMv & SNAP, Focus phone Platform, ICMv Phone Platform, SNAP Phone Platform, LAZER Phone Platform

GTL Tablet’s:

INSPIRE: 1.5, 2.0, 2.5, INSPIRE: 3.0, VANTRON, NEXUS, WIRED TABLET

KIOSK’S:

TouchPay, IN-POD, Visitation

GTL Call Center Experience:

GTL call center that support all City Jail, County Jail, State Jail, Federal Bureau Of Prisons, and International: Canada, Mexico, And Australia

Provide exceptional customer service and technical support

Continue to be the leader in innovation in a dynamic corrections market

Assist facilities in keeping their staff safe and keep offenders under control

Connect offenders to the people and services that support rehabilitation

GTL Call Center Experience:

System-operations experience from training, Customer service & sales and customer service areas.

Technical support call center experience, took incoming calls for all hardware/software server issues.

Data mainframe of CA, VA, NY, KY, NASCO, AIMS, and etc.

MS Lync 2010, 2013, Skype for business & Outlook troubleshooting

Password reset and or change main desktop, applications, and main frames account's

Nice Incontact Launch MAX & Launch Supervisor

International calls from different users who is working for Wipro/ELC/BB/Crop/G&G/Clinique/Aveda & etc.

EXPERIENCE:

WIPRO LLC. August 2021 — May 2023

NAM Level 2.1 ELC Service Desk

I work with ELC (Estee Lauder Companies) a fashion company I work for the technical side of the industry help employees, managers, executive managers, and etc., to help resolved the issue that the customers are having for as needing password reset for the AD account for the laptop to login on the main desktop if they cannot remember the password to login, to change/updated the 5 standard login accesses they will not to get in they are AD login, ELC Passport, MS O365, Cisco AnyConnect secure Mobility Client.

We do use the SNOW system to create tickets for customer who will on issues, updates, and etc. if the agents are working on the issue to get it resolved to have the apps, software, and etc. To make that the curtain issue are working correctly without the software & hardware issue are done the right way to get it completed.

We do admin username & password to sign in on the system to remote access on their laptop to show & work on the problems on the laptop if it’s an Dell/Mac laptops that was assigned to them to use for work on the project on that is important doc’s, PPT’s, etc., by making changes on the software, Home/Office WiFi connection login access on the browser that they are using to work with if they can get access in the app that was installed or need to login on the account’s to make sure they are able to get in without fail.

We do basic & advanced login access on the servers to get logged in on the device if they are working in the office/warehouse to use by RF Gun scanner device to scan barcodes of item that customers who ordering online and etc.

I use the Citrix receiver software to login on the account to get in the unlocked or reset the password to get access on the server account to update the project that was giving to users who has access on the accounts now/soon if the issue cannot get access in or not.

Accenture Incorp. Agency February 2021 – July 2021

Technical Support Rep level 3

We are an State of Michigan Unemployment Agency that we checking on the claimant’s accounts for unemployment benefits from the claim that the customer filing for the MiWAM (Michigan Web Account Manager) and receive payment’s, as well need to send any document’s that will prove that you are the claimant who is on file and make sure that the important.

I use an application to check on the customer account to see if they have FI (Fraud Investigation), NMI (Nonmonetary) SPI (Stop payment Indicator), Eligible Weeks, and etc that you will find on the claimant’s account.

I will have the level 1 to resolve the issue on the questions that they will send on the MS Team Q&A chat line to understand the where you can find the answer to resolve the issue that the claimant and they will add note on what they done on the issue for the customer

We have been changing the updates on what the claimant need to do to find work or still file for unemployment benefits when there are unable to find work within this year and make changes on the account if the claimant is available for unemployment benefits or not.

Since the Pandemic start I have to make sure that the claimant are getting the provided assistances they need to receive benefits payments if they have documents from the previous employer(s), doctor(s), etc. To show proof of income doctor’s notices to show that have documentation and the proof of Identity verification that you are who you say you are to apply for benefits payments.

Bristlecone July 2020 – October 2020

Technical Support Consultant

The company is an external organization that allow the customer to set-up for the American Express account to trade shift to have a secure and protection by setting up with trade shift GO V-cards.

We will do a walk through to show them how to create an virtual account by using 2 different email addresses and monitor and see how much they are spending the amount of money they will use in the future for maintenance, equipment, travel spending etc.

There is a ticket system that we use to see the issues called Zendesk ticket system.

We will also create meeting’s with clients that want to get their physical account secure and protected from unwanted transactions on the account from trade shift GO to the AMEX account.

We also use the BC Enrollment to use to keep track on the enrollment call with the clients to walk them through to the process to complete it.

GTL Global *Tel* Link March 2020 – May 2020

Technical Support Rep. Tier 1

Troubleshooting Software on the tablets if when the inmates are doing calls, messages, and video call.

Troubleshooting application when officer’s/staff are unable to login website to monitor the inmate tablet to make sure the inmates have what they need on tablet and the accounts to know if they are active or inactive can, and they wanted to burn CD’s/DVD to watch/listen to the inmate find keywords that was not supposed to say or do while on the video calls/calls.

If the regular phones, tablets, and kiosks are having issues on connecting to the internet in the housing unit or dorms can check the QT & ST server to see if they having connectivity to internet access unable to make calls to F&F (family friends)/Attorney to discuss the court date’s etc.

If inmate has done something bad while being in jail or prison I can restricted the inmate whereabouts on the tablet and kiosk Visitation devices by listen and watching call visits in the database.

I helped Officer & staff the unlock, reset and change their password account any applications they use to change, suspend, restrict, and block calls, also can add or remove inmates funds that the families or themselves put in the commissary

I can change the PIN & V-PIN for inmates from the staff or officer then they can tell that inmate PIN/V-PIN has been change also PAN as well.

I can block/unblock inmates call’s from a certain contact number that provided in the V-track website to contact the F&F to see why the call was blocked and call the them to asked them do they want to remove the blocked off of the inmate contact or not if they choose to do so.

I use SNOW for the ticketing system if devices software & hardware are not working by inter connection, wiring or physical damaged by the inmates breaking the devices

I can also can change to call time schedule when inmates can/cannot use phones at a certain time of the week or days that’s only when the FSM (Field Service Manager) and or Officer of the facility is requesting for it to change it in that prisons/jails

Insight Global/Neiman Marcus August 2016 – February 2020

Printer Operator Tech

Troubleshooting on printer's hardware when jammed or broken

Create tickets on the Que for it to be printed out from printer one, printer two, and every so often printer three when needed.

Pull and create reports from the TXO Que and it will print out reports from certain printer

If the issue is not resolved by the techs on site we can call Xerox technical support to create a ticket and they will come to resolve the issue hardware and software to make sure the issue is complete.

If the printer is down we can transfer the tickets and or reports over to another printer from the TXO or in the printing systems on the monitor to start, and to send it over to the next available printer that is finish with the print out reports and tickets.

We also create the Maps, Oracle, Refund tickets to other locations once every other week and or every week.

We have to make sure that we keep count of the printer counts to see how much been printed and add and subtract the amount of number that we have done from yesterday and today total of each count every day to send off to once a month.

After we print out the reports we have to staple every report that goes in the box that is assigned to name or title of report to be put in for the employees can have for meetings.

Also we have to do inventory to know how much supplies that we have to know what's left in the mailroom and the warehouse.

We do receive calls from the warehouse for them to check on the tickets to see if it’s been printed or not, and the there is a time that we have to keep track on what time the tickets will come out and we have to send an email to all the employees to know what time did the ticket came out, what did it start, and what did it end for the to be completed for the warehouse employee will come to get the ticket at a certain time every day of the week.

There are to application’s that we use is VPSX and Page center X. VPSX is an application that check and see the reports and regular tickets, and Special ticket runs that comes out every other hour out the day. Page Center X is an application to find reports that has come out to be printed or to check the reports are still in the system to be resolved from the application to be printed out from printer 1 or 2 if the printers and out of order or not in use.

Also we use Windows 7 Operating Systems for all applications.

HCL/Anthem INC. December 2015 - June 2016

Enterprise Helpdesk Technical Support Level 1

IT call center take customers call's for the Customer for any issues that they have like computer issue, Work Iphone 5/6s cell phone/AVAYA phone line issue, outages, virus/malware issue, issue on the VPN connection from home, and Outlook email issues.

Create ticket for issue that if we can't resolve the issue under 15 - 30 minutes of the call, worked on different mainframes if they can't get access to the application by resetting passwords.

Troubleshooting & install the MS Lync 2013, and Skype for business if they will not working to do live chats or chats, and then will not connected to the internet service.

Dealer Track/Dealer Socket September 2015 - October 2015

Technical support/Inventory/Contractor

We have done the inventory for the employees to move in their new floor & cubicle, and we have to get their model device like HP, Apple, and Lenovo laptops, phone extension, computer name, phone line port, and MAC Address if they are using an headset or not.

Then we have to reimage the laptops that the employees are using from Dealer Track to Dealer Socket, and switch the old one to the new laptop to get the serial number, and add the soft phone program on the laptop to takes for the customers

Frontier Communication Service December 2014 - August 2015

Internet Helpdesk Technical Support Tier 1

Call center take customers call's for the Customer for any issues that they have like computer issue, phone/phone line issue, outages, virus/malware issue, issue on the modem, Email issues and also make sales for the Anti-virus Protection.

For customers who are from Frontier Broadband, residential, Frontier Business, Dish/Direct TV, and FIOS there are supporters who will take the opportunity for the customer's issues and resolve it if not.

We will create the Trouble Ticket to be resolve by a Field technician on the date that the ticket is set for them to arrive and call before coming to the location for the customer.

TEK Systems/IBM/Parkland Hospital August 2015 - August 2015

Technical Support Team, Contract Work

Worked for IBM to help the Parkland nurse & doctors for the devices that are not working like printer shells, CICSO TV's, no access on the scanners to get on the computer system and etc.

We create ticket if the issue cannot be resolve for the end user to use the devices for the patients, med's, etc.

ICM/FedEx April 2014 - October 2014

Helpdesk Technical Support Tier 1/Contract Work

I've worked with FedEx by taken calls for employees who are having an issue on their printer's, login password, truck routing, and etc.

If we can't resolve the issue for an of what the employees that can't be fixed we have to create a ticket to have it done by the field tech's who will take care of it for them or another technical support group.

Paradigm Technology September 2012 – January 2013

IT Inventory Auditor, Contract Work

IT Inventory for United Healthcare Group for all Desktops, Laptops, and Monitors

Technicians MUST stay on-site to supervise the equipment until the truck arrives and all equipment has been loaded

Robert Half Technology April 2013 – July 2013

System Technical Group

Upgrade the laptop system to windows 7 Enterprise and update the hard drive to make sure that the drive is good or bad.

Install the Encrypted codes to the hard drive to be secured and working correctly on the laptop for the customer’s.

After their laptop is successfully up to date and upgraded we call them to let them know that their laptops are ready to pick up or if there are scheduled to pick up their laptop

Robert Half Technology September 2012 – December 2012

PC Technician, Contract Work

Disconnect and connect the peripheral devices assigned to workstation

Set up the keyboards, mouse, telephone, headsets, and cables for storage

Test the devices to make sure that they are working correctly

PI PC Tech Computing March 2011 – September 2011

Customer Service/Loader

Unloading and loading computer equipment for different clients

Assist in setting appointments for clients that need to have hardware and software upgrade

Assist in inventory stock

EDUCATION:

ITT Technical Institute, Richardson, TX March 2011-June 2013

Associate of Applied Science Degree Information Technology - Computer Network Systems

GPA 3.12 Graduation: June 2013

High School: Cedar Hill high school January 2007-August 2009

GPA: 3.34

ROTC: Air Force ROTC

Air Force Rank: Staff Sergeant

A. Maceo Smith high school Graduate June 10, 2010

GPA: 3.74

ROTC: Navy JROTC

Navy rank: Platoon Commander Golden Company I, Ensign

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