Information Technology Customer Service

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NIKIA THERESE BLOW

Newport News, VA ***** 757-***-**** ************@*****.***

LinkedIn www.linkedin.com/in/nikia-blow-0336092b1

OBJECTIVE

Enthusiastic and detail-oriented individual seeking opportunities in Information Technology to leverage academic background, certifications, and passion for IT.

SKILLS

●Hardware Troubleshooting, Network Troubleshooting

●Customer Service

●Microsoft Outlook, Excel, M365

●Jira, Confluence

●Workday, Concur

●Windows XP, Vista, 7, 8, 10, 11

●Windows Server 2016

●Active Directory

●Virtualization, VMware 6.7

EMPLOYMENT HISTORY

Apex Systems, Remote September 2024-Present

Help Desk Operator

●Works as an Enterprise Technician on a team responsible for troubleshooting, scheduling upgrades and cutovers, and coordinating with responsible users and sites.

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●Documents work activities/details per established tools and processes; maintains accurate site documentation.

●Provides professional solutions to end-users, dealers and service providers received via telephone and written correspondence.

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●Use of Service Now (Similar to SM7) ticketing system to track issues.

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●Take tier 1 level calls in support of the network

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●Resolves customer issues with great service and compassion for their problem

●.

●Supports Cybersecurity requirements and implementation of security controls

Christopher Newport University, Newport News, VA October 2022-September 2024

Maintenance Technician II

●Utilized Asset Essentials ticketing system to manage, create and complete work orders for residents

●Tracked stock level utilization rates, ensured timely reorders

●Use of Google Docs, Google Sheets to create tables detailing materials in use, serial

numbers and quantities.

●Observed and applied necessary updates to network systems to ensure faculty/staff was alerted of upcoming drills

EDUCATION & CERTIFICATIONS

●CCNA In progress

●Network+ N10-008 April 2024

●Cloud Essentials+ CL0-001 March 2024

●Security+ SY0-701 January 2024

●Diploma from Heritage High School – Newport News, VA June 2013

Ability to Obtain Security Clearance

●Pursuing Bachelor’s Degree in Computer and Information Science (CIS) at ECPI, Expected completion date 2027

Professional References:

Trenton Debreaux - Virtualization Engineer

Vsphere 6.7

-***************@*****.***

-757-***-****

Manage and maintain virtual environment utilizing Vcenter 7.0 and Vsphere ESXI 6.7 supporting the United States Air Force as a customer

Additional References Available upon request

Contact this candidate