Software Help Desk

LUCIANA CRISTINA MELO ** Beaumont apt * Yonkers NY 10710 cell 914-***-**** ****.*******.****@*****.***

IT professional with solid work experience and educational background seeking a position as a network administrator

ACHIEVEMENTS, SKILLS & ABILITIES

> Self-starter and great team player

> Eager (and quick) to learn new subjects

> Fluent in English, Portuguese and Spanish

EDUCATION

Monroe College, New Rochelle, NY

BBA in Information Technology (Graduated 08/2010) - GPA 3.5

TECHNICAL QUALIFICATIONS

Operating Systems: Linux, DOS, Windows XP, NT and Windows, 95, 98, 2000 and Vista

Software: Ms Office, Outlook 2003 IBM, PHP, MySQL

Networking: Basic TCP/IP, SMTP, POP, and broadband networks

Languages: HTML, JavaScript, PHP, PASCAL

PROFESSIONAL EXPERIENCE

Dell Computer, Austin, TX (11/2011 – 01/12)

Command Center Sr. Associate

* Supported LATAM via chat and phone

* Escalated issues

* Opened and following up tickets

Universal American, Rye Brook, NY (10/2010-10/2010) and (12/2010-12/2010)

Temporary (Help Desk)

* Set up video conferences

* HTML, analyzing text

* Troubleshoot hardware and software issues

* Supported blackberry

* Installed peripherals

* Answered calls to support MS Office and Outlook 2003/2007

* Contacted vendor to replacing equipment’s parts.

* Rotated tape backup

International Light House, New York, NY (01/2010 – 04/2010)

Intern (Help Desk)

* Cloned computers

* Installed operating systems

* Migrated operating system (Windows XP to Windows 7)

* Troubleshoot hardware and software issues

* Provided support for end users (remote or in person)

* Created users profiles

* Supported ticket through Manage Engine software

* Provided support for Microsoft Office 2003

* Basic active directory administration

Maritima Insurance Company, Sao Paulo, Brazil (01/2004 – 07/2005)

Help Desk

* Installed anti-virus software

* Performed manual desktop/PC maintenance

* Answered incoming helpdesk calls and created tickets

* Installed computers/printers/scanners or any other peripherals on site

* Answered helpdesk calls as needed

* Performed other IT related activities

ABN AMRO Bank, Sao Paulo, Brazil (02/2002 – 12/2003)

Help Desk Support/Computer Technician

* Installed and maintained computer hardware and software

* Documented and troubleshoot issues with new and existing equipment

* Contacted and coordinated vendors for repairs and maintenance

* Assisted the IT department with maintaining the network

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