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Customer Service Maintenance

Joliet, IL, 60433
August 30, 2012

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Shanan Washington

**** ****** ** ******, ** *****



Bachelor of Science in Computer Network and Communication

DeVry University, Tinley Park, Illinois February 2006

Acquired Skills

• Basic electronic troubleshooting and repairs

• Software and maintenance on computers including: antivirus and spyware sweeps. Windows OS installations and small business networking and security.

• General system maintenance and setup for all office pc’s and peripherals including print servers, firewalls and network security

• Analyzing and Managing network performance

• Designing data networks to support business requirements

• Investigating and resolving network trouble

• Applying project management skills to all areas of responsibility

• Remote assistance software (Apple Remote Desktop, TeamViewer,, VNC, PCAnywhere, etc.), and over-the-phone technical assistance.

• Microsoft Enterprise Solutions (Server 2003, 2008, SCOM, SCCM, MS SQL, Active Directory, and Exchange Server)

• CISCO VOIP Solutions

Work Experience

FTD, Mercury Technologies. Downers Grove, IL February 2006 - Present

** Promoted 2 times

• Senior level technical support

• Network Analyst and Vendor Relations

• Troubleshooting and data analysis

• Provided online and phone support of all network equipment, pc, and peripherals

• Help desk support task: Customer service, SQL database management, advance network and VPN network setup

• Traveled and trained florist & our technical support specialist on hardware & software products.

• Managing and budgeting of warehouse documentation, replacements and warranty information for all equipment of offsite warehouse

• Update work goals and policies to stay within monthly budgets

• Monthly reports and budgeting

• Assist with all network configurations for all U.S, Canadian, and international

MT Zion Baptist Church April 2012 – Present

(Volunteer Services)

• Network Analyst/IT support and advisor for our streamed-video servers and non-linear Video Production Systems.

• General systems maintenance and setup for all office PCs, MACs and peripherals, including print servers, FTP servers, firewall and network security.

YMCA Plainfield, IL November 2005- February 2006

• Set up network system for a new building

• Security and programs installation

• Ordering and purchasing of new PCs

• Grant recommendations

• Onsite training for staff

Trinity Service Inc. Joliet, IL September 2000- February 2006

• Independent Living Counselor (Promoted from assistant)

• Train new employees’ onsite at six locations

• Evaluations, Appraisals/ Reviews

• Presentations

• Recruiting

• Event Coordinator and Planner

• Record and manage budgets

Americall Corp. Tinley Park, IL February 2000- September 2000

• Customer Service/ Telephone Rep/ Tech Support

• Upgraded, Configured Refurbished computers

• Tech liaison.

• Wiring.

• Computer maintenance.

• Troubleshooting, programming, resetting computer programs

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