Technical Analyst

Jermell C. Rice

**** ***** *** ****

Decatur, GA 30032

404-***-**** (M) /*********@*******.***

OBJECTIVE: To obtain a stable position in Information Technology or a Logistical-related field in a company that will offer growth, stability and advancement

• SKILLS: Proficient with MOUS; Windows - 9X, XP, 2000, 2003; MS Server 2000 & 2003; TCP/IP; Active Directory, DNS, DHCP, Ghost, Novell, Basic Unix,

• Experience in PC hardware and software installation, as well as various peripherals, data entry, and file updating and back-up.

• Networking and Wireless Remote support.

EMPLOYMENT: IBM June 2010- Present

• Provided first-level contact and problem resolution for all users with hardware, software and applications problems. Resolved as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.

• Follow standard help desk procedures, redirected problems to appropriate resource and identified and escalated situations requiring urgent attention

• Stayed current with system information, changes and updates.

• Provides service to VIP’s (CEO’s, CIO’s, governor and state offices) technical helpdesk and desktop support in a fast paced and highly demanding environment.

• Reset network passwords including Novell, Windows, Safe boot, Active Directory, VPN as well as others via virtual machines.

COMPUTER GENERATED SOLUTIONS January 2008-April 2009

(IBM/LENOVO CONTRACTOR) High Volume Call Center

• Process 80-200 inbound/outbound calls daily

Functionality of windows OS (XP, Vista), and troubleshooting windows errors

• Technical Support and Damage assessment

• TROUBLESHOOTING IN Wireless networks (configuring routers), with data management back up programs, and security management systems (CSS), and fingerprint authentication methodologies.

• Responsible for Research and Inventory and Dispatching Technicians’ Nationwide.

• Resolving customer technical escalations in areas of wireless networks, fingerprint/encryption security configuration. Data storage and recovery procedures as well as general hardware and software issues.

• Gold Team Member, handling larger special accounts: Schools, Law Firms, and Reseller

EDUCATION

New Horizons Computer Learning Center , New York, NY October 2004 – May 2007

• Courses Taken In: A+, Network+, Security+, Microsoft 2000/2003 Server

• Certifications Pending

Brooklyn Comprehensive High School, Brooklyn, NY

August 1995 – January 1998

References Available Upon Request

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