Customer Service Technical Support

*

Melaine Luc Unkap

**** ********* **, *******, ** 77036 501-***-**** adzgqy@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Result-focused, success-driven and adaptable IT professional with experience in IT operations and customer service, encompassing technical support, workstations maintenance and network administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures and processes that improve business functionality. CORE STRENGTHS

Customer service

Help desk ticketing systems

Office 365 management

Tier 1 level troubleshooting

Manage virtual machines

Active Directory user management

TECHNOLOGY PROFICIENCIES

Operating systems Windows10/ 11 (32-bits /64-bits), windows 7/8 (32- bits/64-bits) servers

Networking LAN, WAN,WIFI,TCP/IP,DHCP,DSN

Patch management Desktop Central, SCCM

Security and vulnerability Windows firewall, anti-virus Remote /shadowing Microsoft teams, zoom, VPN

Ticketing systems Spice works, service-Now

Desktop applications Microsoft word, excel, PowerPoint, outlook Software management Office 365, PDQ

PROFESIONAL EXPERIENCE

DMV IT Solutions

Washington DC

IT Support technician (intern)

Initiate incident tickets, follow escalation protocol, and work issues to resolve

Conducting initial support, classification, and prioritization activities

Test company product for errors and bugs

Monitors all systems for any Tier 1 related problems

Monitor the status and progress toward a resolution of all open incidents

Keeping IT director inform of problem in solving problems when appropriate 2

ACADEMIC QUALIFICATIONS

IUC (Institut Universitaire De La Cote)/CCNB (New Brunswick Community College) New Brunswick, Canada

Associate degree of applied science in Information Technology (Networking and Computer Security)

Course work

CCNA - Network Concepts

CCNA – Routing and

Switching

CCNA – Advanced Routing

and Switching

A+ II Computer Hardware

and Configuration

A+ III Mobile Solutions and

Impressions

XHTML and CSS

Programming

Structural Programming

Informatics and New

Technologies

Computer architecture

Law of Informatics

Microsoft Network

Virtual Infrastructure

Directory Services (Active

Directory)

Network Security

Networking tools

Database Management

A+ Essentials

Network Tools

Operations systems

Unix Operation System

Linux and Infrastructure

Voice Over IP

Infographic and Raster

Image

CERTIFICATIONS

COMPTIA + in progress

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