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Customer Service High School

Philadelphia, PA, 19139
32,000 - 35,000
August 05, 2012

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Tiani Jones

*** *. **** **. ************, PA ****9

267-***-**** –


CompTIA A Plus

Apple Certified Support Professional 10.5

International Computer Drivers Licensed

ActivStudio Smart Board Certification

Summary of Qualifications

• Proficient at troubleshooting Windows, OSX, IOS, Android to 802.3 and 802.11 network communications.

• Able to repair, install, upgrade, and maintain desktop and notebook computers as well as printers and etc

• Extensive knowledge of technology terms and developments.

• Exceptional customer service skills, account management, follow up, and sales.

• Excellent written and verbal communication skills.

• Ability to instruct users with computer and presentation skills.

• Ability to write engaging technical documents to assist users in software usage.

Professional Experience______________________________________________

School District of Philadelphia

Helpdesk Analyst, Philadelphia, PA 2/2010 – 10/2011

• Provided assistance to over 10,000 plus employees of the Philadelphia School District as well as technical support for their enterprise systems.

• Provided helpdesk support to, end users, resolving layer 7 incidents by resetting, adding and deleting user accounts via terminal CLI for the school district of Philadelphia database mainframe.

• Managing requests via help desk software, customer care, document preparation, and using technical tools such as Windows remote desktop, Apple remote desktop and UNIX terminals services.

Community in Schools of Philadelphia, Inc.

Systems Administrator, Masterman High School, Philadelphia, PA 8/2009 – 2/2010

• Provided desktop support services to over 30+ staff members and classrooms

• Served as the primary point of contact for technicians

• Performed maintenance in Open Directory, to include user accounts, machine availability, permissions and password resets

• Managed desktops and laptops, database back ups

• Performed data recovery in the event of corrupted OS

• Communicated with third-party vendors to resolve issues

Community in Schools of Philadelphia, Inc.

Media Specialist, Philadelphia, PA 8/2008 – 8/2009

• Served as an appointed member of the Education Technology Group for the School District of Philadelphia to provide media support.

• Planed collaboratively with staff to integrate media resources and graphical design skills into the curriculum.

• Responsible for the creation of flyers, logos, pamphlets, and posters.

• Assists with photography and video recording at special events.


Community College of Philadelphia: 2009 – Present

Business Administration

Computer Information Science

Haverford High School: June 2008

High School Diploma

Technical Experience_________________________________________________


MS Windows XP/Vista/7, Mac OSX, OSX Server


Open Directory, MS Office Suite, Windows Remote Desktop,

Command Prompt, Terminal, Apple Remote Desktop, Server Admin, Adobe Flash/Photoshop/Illustrator, Garage Band, VMware,


Ruby, HTML,


Network client configuration and setup, PC workstations peripherals and notebooks, Apple workstations peripherals and notebooks and more.

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