IT Support Specialist

*

EDGAR CERNA

Phone: 301-***-****

E-mail: **************@*****.***

EMPLOYMENT HISTORY

Signature Consultants LLC, Herndon VA, Construction Coordinator 1 7/2020 – 9/2023 s Managed numerous client project tasks for Comcast using the web-based Salesforce tool, Polaris 2. Coordinated task assignments to internal and external teams via the online Salesforce (Polaris 2) platform, ensuring efficient collaboration and successful task completion.

s Track tasks assigned to myself and my team and provide update to my team on upcoming tasks dues. s Alert my team when new tasks are assigned to myself and my team. s Join project calls and provide updates where applicable. s Support the construction manager in the field with newly acquired information. s Collect updates from my construction manager in the field and update tasks in Salesforce. s Report on specific project milestones, risk, and issues s Support Specialists and leadership team with coordination of projects. s Communicate with all teams involved and drive progress for each project. s Track projects through Excel tracker.

s Manage data within P2.

s Other duties as assigned on a daily basis.

Pho D’Lite LLC, Silver Spring MD, Owner/CEO 11/2019 – 7/2021 s Managed and trained a staff of workers including kitchen, wait and host staff. s Supervised the maintenance and cleaning of the dining room and restrooms. s Responsible for scheduling, ordering, bookkeeping, accounts payable, receivable, inventory, as well as working the business wherever needed.

s Maintained food and equipment inventories, and kept inventory records. s Investigated and resolved complaints regarding food quality, service, or accommodations. s Monitored compliance with health and fire regulations regarding food preparation and serving and building maintenance in lodging and dining facilities.

11/2013 – 11/2019

s Provided customers with assistance on resolving issues with Internet, Cable and phone services s Contributed to training of staff on office policies and procedures. s Provided client support through VPN software when customer was unable to resolve issue over the phone s Obtained advanced proficiency of OS and application operations related to company offered services. s Created new customer accounts using company provided software tools (Novel, AD, etc.). s Consistently worked to meet strict deadlines within the team environment. s Performed data conversions and repairs of customer data in order to meet specified program requirements. Verizon – Silver Spring, MD, Bi-Lingual Fiber Optics Support Specialist 2

Abt Associates Inc. – Bethesda, MD, Technical Support Specialist/Customer Support 11/2011 – 11/2013 s Offers client support and technical issue resolution via e-mail, phone and other electronic mediums to over 600+ end users.

s Provides fast and effective desktop assistance to end users supported by Active Directory, Go-To-Assist remote desktop utility and various other industry standard tools

s Assists in the maintenance of employee accounts, computer accounts and hardware images. Additional duties include PC/laptop distribution preparation and delivery (implementation) as well as software and hardware troubleshooting. s Delivers assistance to international users with connectivity issues through Skype. s Configures and maintains Blackberry devices while providing updated support. s Provides full systems support for iPhone and iPad devices. s Offers maintenance to end users with Oracle database access, including issues related to timesheets and other project- related account access.

s Provides employees software support through our SCCM client which allows remote control, patch management, software distribution, operating system deployment, network access protection, and hardware and software inventory. Robert Half Technology/Abt Associates Inc. – Bethesda, MD, Technical Support Specialist/Customer Support

3/2011 – 11/2011

s Helped with completion of major migrations to bring systems up-to-date including Windows 7, Microsoft Office 2010 and Outlook 2010.

s Contributed to training of staff on office policies and procedures. s Provided client support and technical issue resolution. s Obtained advanced proficiency of OS and application operations related to company offered services. s Created new accounts using company provided software tools (Novel, AD, etc.). s Consistently worked to meet strict deadlines within the team environment. s Performed data conversions and repairs of customer data in order to meet specified program requirements EDUCATION

COLORADO TECHNICAL UNIVERSITY – COLORADO SPRINGS, CO Bachelor of Science, Computer Science, anticipated graduation end of 2025 BLADENSBURG HIGH SCHOOL - BLADENSBURG, MD

High School Diploma, 1999