Customer Service Technical Support

Jacqueline A. Ratcliff *** Post Office Rd. Unit **5, Waldorf, MD 20604

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

Email: **********@*****.***

Professional Summary

Experienced IT professional with over 30 years in the field, including 8 years serving in the U.S. Navy as a computer specialist. Expertise in troubleshooting, testing, and supporting network and desktop infrastructures. Proficient in delivering exceptional customer service, hardware/software support, and desktop/laptop configuration. Skilled in Active Directory, Windows OS, mobile device management, and ticketing systems. Strong ability to work independently or collaboratively in fast-paced environments.

Key Accomplishments

Military Veteran with 8 years of service as a computer specialist in the U.S. Navy.

Over 30 years of experience in IT, evolving from keypunch operations to advanced desktop and network support.

Expertise in hardware troubleshooting and software installations for desktops, laptops, and mobile devices.

Professional Experience

IT Field Support Technician

Oakland – Washington Suburban Sanitary Commission

08/2023 – 12/2024

Served as the primary IT support for WSSC depots and headquarters, providing exceptional customer service.

Troubleshoot and support Dell/Lenovo laptops, desktops, iPads, iPhones, and conference room equipment.

Utilize tools like ServiceNow, SCCM, MaaS360, and Active Directory for device management and issue resolution.

Configure and maintain depot truck computers, modems, and network issues across multiple sites by remoting in assisting with user getting into workstation and assisting remote users getting into VPN.

Assist users with repairing and replacing damaged devices and resolving connectivity issues.

System Engineer

Wipro – LinkedIn

05/2023 – 08/2023

Managed hardware fault repairs and customer requests in data center suites.

Replaced server components and performed updates including BIOS and firmware.

Coordinated troubleshooting with remote support teams and submitted RMA requests.

Resolved tickets and maintained SLA compliance with detailed documentation.

Infrastructure Engineer Associate

Unisys - Compugain / FreddieMac

08/2022 – 12/2022

Conducted iPhone migrations and configurations for users nationwide.

Provided training in classroom and remote settings using Zoom/Microsoft Teams to host up to 30 users per day.

Assisted with laptop imaging and served as a pilot user for Windows 11 testing.

Utilized tools such as ServiceNow, SCCM, Teams, and Workspace One for troubleshooting.

Tech Support Specialist/Remote Services

Leidos - Allyon/House of Representatives

07/2020 – 08/2022

Delivered remote and onsite support for mobile devices, desktops, and laptops.

Managed user accounts and configurations using Active Directory and NetIQ.

Resolved tickets using Remedy, Teams, and other remote tools.

Configured iPhones using Apple Business Manager (ABM) and AirWatch.

IT Specialist/Customer Support

Department of U.S. Small Business Administration (SBA)

10/2018 – 11/2019

Supported desktop and mobile device configurations and troubleshooting for SBA departments.

Managed user accounts with Active Directory and Office 365.

Assisted with device imaging, inventory management, and conference room setups.

Documented procedures and ensured compliance with SLA requirements.

Education

High School Diploma

Maryland University/Southern Maryland Community College

oCompleted various computer and IT-related courses.

A+ Certification Course

Technical Skills

Operating Systems: Windows 10/11, macOS

Tools: SCCM, ServiceNow, Remedy, Teams, Workspace One, Bomgar

Mobile Device Management: MaaS360, AirWatch

Networking: VPN setup, Wi-Fi troubleshooting

Hardware: Dell/Lenovo laptops, iPads, iPhones, desktops, server components

Software: Office 365, Active Directory, Apple Business Manager

Ticketing Systems: Remedy, ServiceNow

Military Service

United States Navy

oServed as a Computer Specialist for 8 years.

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