Technical Support/Helpdesk

Tomi Hooks

**** *********** ** ****** ****, FL 904-***-**** *********@*****.***

Targeting Entry-Level Helpdesk Positions

Objective Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Tier One Technical Support and/or Help Desk role. Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.

Upcoming Florida State College at Jacksonville graduate offering a strong academic background in IT combined with excellent student assistance experience as a helpdesk analyst.

Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

Highlights of Qualifications

6+ years experience in customer service

Proficient at quickly diffusing heated customer situations

Excellent troubleshooting and problem solving skills

Superior written and oral communication skills

Capable of setting priorities and meeting deadlines

Education

Florida State College at Jacksonville

Associate in Arts/Concentration: Computer Systems Networking – Fall 2011

Concurrent Employment with College Studies:

Student Assistant/Helpdesk Technician (2011 to Present): Provide networking/desktop support and account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty.

Technology Summary

Systems: Windows 7/XP/2000/98/95, Microsoft Exchange, DOS,UNIX; Mac OS;

Applications: Microsoft Office, Sophos, Norton/ McAfee Anti-Virus, Norton/ Symantec Ghost, Ubuntu, PeopleSoft/NcSoft, Excel, Access, Word, Visio, Project, PowerPoint, Outlook, Adobe Reader, Custom Sourcing, PeopleSoft, Data Reporting and Analysis

State and Government Computer Applications

Languages: HTML, Python

Hardware: Dell/HP desktops and notebooks; iMac, Printers, Scanners, Digital Projectors

IT Experience

Florida State College at Jacksonville

Student Assistant/Helpdesk Technician, (2011 to Present)

Provide technical assistance to computer system users. Answer questions or resolve computer problems for clients in person, via telephone or from remote location. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines

Provided computer help desk support and technical training on hardware/software to end users.

Documented help desk tickets/resolutions, and provided overall assistance in daily administration

Performed set-up, break-down, and transport of agency equipment on an as-needed basis

Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.

Selected Contributions:

Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%).

Business Experience

Purchasing Analyst Jacksonville, Florida 2009-2010

City of Jacksonville

Developed standard solicitation and assures proper execution in compliance with policies and procedures for all contractual services which included services for our Information Technology department bids.

Senior Buyer Jacksonville, Florida 2006-2008

CitiStreet/ING

Coordination of new software system modifications in face of changing environment, to include reducing costs, improving profits and developing and improving programs to meet corporate objectives. Completed monthly data reporting and analysis.

Purchasing Specialist Tallahassee, Florida 2005-2006

Florida Department of Corrections

Maintained cellular contracts, as well as maintained spreadsheets on inventory and other surplus telecommunication and technology equipment.

Assisted in troubleshooting printers, and copiers, as well as helped in keeping my computer and those in my department computers running up to date, as well as helping with virus removal

General Services Specialist Tallahassee, Florida 2004-2005

Florida Department of Corrections

Recommended the lowest responsible bidder on all procurement handled in my division, as well as maintaining the inventory and storage of surplus fixed assets and their disposal.

Assisted setting up and troubleshooting printers, and copiers, as well as help in keeping my computer and those in my department computers running up to date, as well as helping with virus removal.

Purchasing Agent III, II, I Tallahassee, Florida 2001-2004

Florida Department of Corrections

Centralized and maintained inventory of all copy machines located through out the state of Florida at all correctional facilities, worked with local copier vendors in Florida to maintain the terms and conditions of the Florida State Copier Contracts.

Assisted in troubleshooting printers, and copiers

Staff Assistant Tallahassee, Florida 2000-2001

Florida Department of Corrections

Supervised the daily work of four Administrative Secretaries in order to ensure that work initiated in all purchasing divisions is completed and correctly formatted before submission to the Bureau Chief.

Assisted in troubleshooting printers, and copiers

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