Transition-Ready IT Support Specialist

ROSE Z. NICHOLS

Monroe, LA 318-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Dynamic and detail-oriented professional, with years of experience in the service industry, seeking to transition into the IT field. Exceptional customer service skills, strong problem-solving abilities, and a proactive approach to learning and adapting to new technologies. Eager to leverage interpersonal skills and technical acumen to contribute effectively to the IT industry. TECHNICAL PROFICIENCIES

HTML5 JavaScript Notepad++ Linux & VMware Routers & Switches PowerShell Operations Maintenance Basic Troubleshooting Customer Service/Support Installation, Service & Repair Wireless/Wired Networking Computer Diagnostics & Repair Exposure to Virtual PC TCP/IP, DNS & DHCP Systems Active Directory Test Equipment Operation Network Security and Monitoring Risk Assessment and Mitigation Windows 7/8/10/11 Mac OS X & iOS IPS/IDS Intrusion Prevention & Detection System Network Standards & Protocols Disassemble & Reassemble Desktop PCs RAM Hard Drives

Motherboard Network Interface Cards & Processors Microsoft Firewalls Classless IP Addressing Cabling Installations QuickBooks Salesforce Google Meet Zoom

EDUCATION

MyComputerCareer Technical Certificate: Information Technology Security Administration Program October 2024 Granite State College A.A. General Studies, Accounting Focus 2019 Licensed State of Louisiana Life and Health Insurance Agent 2018 IRS Registered Tax Specialist 2005

RELATABLE IT EXPERIENCE

Computer Technician (Hands-on Training) MyComputerCareer - Online March 2024 - October 2024

Assisted in the administration of Microsoft Azure cloud services.

Provided technical support to end-users, troubleshooting hardware and software issues.

Upgraded and installed Windows systems, printers, connecting computers and router device.

Troubleshot, diagnosed, and provided customer assistance on functional and technical support.

Participated in the implementation of cybersecurity measures to protect the company's network and data.

Assisted in the installation, configuration, and maintenance of computer systems, software, and hardware. EMPLOYMENT EXPERIENCE

Tax Specialist (Self Employment) Nichols Tax Service 2005 - Present

Educate clients in tax law, investment and planning and provide tax audit support.

Prepare and file federal, state, and local tax returns for individuals, businesses, or other entities.

Back up client data regularly using cloud or local solutions to prevent data loss in case of system failure.

Provide clients with guidance on tax software if they wish to handle some aspects of tax preparation on their own.

Use tax software, such as TurboTax, QuickBooks, or TaxAct, to streamline tax filing processes and enhance accuracy.

Recommend and implement systems for tracking financial information, such as accounting software or spreadsheets.

Troubleshoot and resolve technical issues related to tax software, client portals, or printers, used for tax preparation.

Perform regular maintenance on computer systems, ensuring that hardware and software are up-to-date and functioning.

Implement cybersecurity measures to protect sensitive client data, including encryption, firewalls, and secure data storage. Insurance Producer Mass Mutual Insurance 2020 - 2022

Entered enrollment in Salesforce, processed prospects portfolios, and constructed sales illustration.

Worked with prospects and interviewed with customers face-to-face, over the phone, email, and text message.

Discussed benefits, premiums, plan rewards, incentives program, availability of vaccines, and upcoming plan changes.

Contacted Medicare Advantage enrollees to promote other Medicare plan types, or to discuss plan options and benefits. Customer Service Consultant SITEL Corporation 2010 - 2011

Responded to inbound service calls in a fast-paced, high-volume call center.

Compiled, sorted, and verified data accuracy and entered data from source documents.

Collaborated with supervisor to resolve serious issues and ensure customer satisfaction.

Built rapport with customers, proposed services and products, and helped minimize monthly bill.

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