IT Internship

Kyoka M. Allen

*** ********* ****** ******, **. *0276

H: 770-***-**** or C: 205-***-**** q7ne7j@r.postjobfree.com

OBJECTIVE

An accomplished and achievement-driven professional, seeking a position within the Information Technology field with a company I can grow and learn with.

EDUCATION

Virginia College at Birmingham, Birmingham, AL September 2011

Bachelor of Science: Management of Information Systems

Virginia College at Birmingham, Birmingham, AL June 2009

Associates of Applied Science: Network Engineering

Certifications: A+ October 2010

QUALIFICATIONS

• Ability to build and/or repair desktop computers

• Hardware and troubleshooting skills

• Experience with desktop imaging, application installation and deployment

• Ability to translate IT and computer terminology into plain English

• Knowledge of terminating cables and punchdowns

• Knowledge of Shortel phone system and software

• Knowledge of SysAid helpdesk ticket software

• Knowledge of VPN, Remote Desktop and Ultra VNC

• Knowledge of all Windows OS and Microsoft office 2003 & 2007

• Ability to work effectively with others in a team environment and/or independently with minimal supervision or guidance

• Over ten years experience in a call center environment

• Willingness to take on any challenge big or small

EXPERIENCE

Virginia College, Birmingham, AL 12/2008 to 01/2011

Help Desk Support Specialist

• Setup and installation of computers, scanners, printers, and phones.

• Maintaining and troubleshooting for staff, faculty and students, up to 500+ workstations

• Assisted with Windows 2003 & 2008 Active Directory; setting up new hires

• Assisted with helpdesk support using ticketing software

• Maintains inventory of PC hardware and software

• Maintains accurate and timely entries of problem and resolution into the call tracking system

• 90% hands on experience and 10% remote access

Sam’s Café, Birmingham, AL 03/2003 to 12/2008

Assistant Manager

• Investigated and responded to customer complaints.

• Analyzed customer service trends and make recommendations for improvement.

• Maintained inventory and stock controls.

• Managed payroll administration, accounts payable, accounts receivable and

Managed a staff of 5 people

Vesta/Shelby Insurance, Birmingham, AL

A/R and Customer Service 04/1999 to 03/2003

• Responded to customer inquiries (call center) regarding credit card payments directly or through coordination and follow-up with insurance agents and underwriters.

• Responsible for reconciling and posting payments to customer accounts.

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