Technical Support User

Angelia Maharaj

Bronx, NY ***** • 646-***-**** • *******.*******@*******.***

Technical Support Representative

Highly motivated customer focused professional, proven experience in troubleshooting and analyzing and resolving technical problems within SLA and with exceptional attention to detail. RELEVANT SKILLS

Software

Office 365

Citrix

Active Directory

TFACT/ salesforce

Platforms

• Windows

• Linux

• IOS

• Android

Hardware

• Desktops

• Laptops

• Printers/Scanners

• Tablets

• Mobile Devices/MDM

E XPERIENCE

Teach For America, Manhattan, NY

Senior Associate, User Support Engineer - Level 1 3/19 – 9/24

• Properly troubleshoot, within SLA standards, roughly 75-150 tickets weekly on both service now and Jira service desk.

• Regularly enter and exit full time employees, temps and seasonals on Office 365 Admin Center, Exchange Admin Center and TFA on premises hybrid server. In addition to troubleshooting accounts for TFA students.

• Fulfill Jira administrative functions such as project builds, implementing changes to existing projects, granting access and permissions and troubleshooting occurring bugs.

• Administer, edit and decommission accounts in Salesforce, Salesforce QA and Dev, Program Apps, BOBJ, Placement Tracker, Confluence, Egencia, Imps, Jira, Homeroom, Canvas, Cornerstone, Slack, Box, Zoom, Docebo and Active Directory.

Related, Manhattan, NY

1st level IT Technical support 5/17 – 9/17

• Manage a weekly task list including system updates, imaging PCs, rebooting training PC's, Active directory tasks and desktop relocations.

• Exercise problem-solving skills by remotely resolving an average of 40 tickets daily using Cisco AnyConnect and RealPage Onesite software

• Solitarily manage all calls, voice messages and physical tasks over the weekend period.

• Receive an average of 35 calls daily via salesforce software and made an average of 20 ticket follow up calls daily

Sotheby’s, Manhattan, NY 8/16 – 2/17

2nd level IT user support Engineer

• Analyze user concerns and taking appropriate measures to solve the issue

• Create and maintain a precise inventory of over 500 computer assets

• Perform routine Ghosting and user script set up on new computer deployments

• Provide in-person and remote support to users on a plethora of problems they might have with phones, printers, desktops, laptops, and various other electronic devices. EDUCATION

Year Up New York, New York, NY 3/16 – 2/17

• Accruing 200+ hours of hands-on training in Information Technology as part of a one-year career development program that includes six months of college-level courses and professional training followed by a six-month internship

• Gave guided tours of the Year Up facility to visiting parties

• Awarded Professional of the week for excellence in work consistency and high testing grades City College of Technology, Brooklyn, NY 6/10 - 6/14

• Partook in an invitation-only early education Engineering program Powered by TCPDF (www.tcpdf.org)

• Associates in EM-AAS (Electromechanical Engineering Technology)

• Bachelors in CEB-BTECH (Computer Engineering Technology)

Contact this candidate