Customer Service Technician
Resume:
NICOLE K MCDONALD *** ANDERSON STREET
SILVER SPRING MD 20904
******.**********@*****.***
HELP DESK/TECHNICAL SUPPORT ANALYST
OBJECTIVE
I am seeking a position within the Information Technology department where my knowledge and skills would be an asset to your organization.
PROFILE
• Familiar with MS-DOS and Command Prompt, Microsoft Office Suite, Mac OS, Windows 2000, XP, Vista and 7.
• Experienced in PC installations and setup, as well as peripherals, data entry and file updating.
• Knowledge of network installations and setup, network cable installations, Windows server 2003 and 2008.
• Experienced in customer service and collections.
• Superior written and oral communication skills
EDUCATION
Associate Degree in Computer Science Currently pursing
Montgomery College
Comptia A+ Certificate (2009) November 2010
Computer Repairs Level 1 & 2 May 2009-July 2009
Portmore Community College
Computer Networking Level 1&2
Portmore Community College May 2009-July 2009
Cisco Certified Network Associate Currently Pursing
HolyChildHood High School Sept 2000-June 2005
EXPERIENCE
System Technician Aug 2011- Present
Geico Insurance Company
Duties: Technology support to all users, whether phone support, in person or travelling to the required state to provide support. Tracking help desk tickets via remedy ticketing system.
• Dropping Images with ghost 32
• Erasing hard drives and hard drive recoveries with WINPE.
• Configuring laptops and troubleshooting printers along with assets tracking and equipment management.
• Troubleshooting VPN and remote access.
• Travelling to different states to provide IT support during Catastrophes.
• Troubleshooting Office 2010 Suite
Technical Support Jan 2011- Aug 2011
Comcast Communication INC
Duties: Technology support to all customers, receiving calls, troubleshoot and triage trouble tickets, changing and resetting password, resolving tickets in a timely manner or escalate to other support entities and generate reports and metrics.
• Maintains accurate problem call tracking in Helpdesk ticketing system (Remedy)
• Achieve the highest level productivity handling over 80+ calls daily
• Assist network technicians in creating materials for end users such as frequently asked questions
• Assist with major switch migration and manually work fallouts
• Perform diagnostics and troubleshooting of system issues
• Provide computer help desk support via telephone, remote access, email communication with end users.
Desktop Support Technician Jan 2010 – Sept 2010
Carisbrook Business Support Ltd
• Conduct hardware/software inventory database maintenance, reporting and performing related work as required
• Diagnosis and resolve end users network, pc hardware, mainframe, email, internet, dial-in, wireless and local area network access problems.
• DNS, server configuration
• Install local area network, cabling system and equipment such as network interface cards, hubs and switches
• Clean, modify and repair computer hardware
• Assist with major switch migration and manually work fallouts
Field Computer Technician (Part Time)
Laptop and Desktop Repair
• Clean, modify and repair computer hardware
• Design, devices and protocols (switches, routers, firewalls, IP addressing) network
• Develop, implement, maintain, network files servers backup and disaster recovery
Desktop Support Technician Sept 2008 – Nov 2010
Computer Boutique (internet Café) (Part-Time)
• Conduct hardware/software inventory database maintenance, reporting and performing related work as required
• Authorizing training manuals
• Clean, modify and repair computer hardware
Accent Marketing Jamaica Feb 2007-Jul 2008
Customer Service Representative
• Achieve the highest level productivity handling over 50+ calls daily
• Monitor series of network tools to proactively address potential issues
E-Services Group Mar 2006-Jan 2007
Customer Care Agent/Collections Agent
• Achieve the highest level productivity handling over 40+ calls daily
• Providing customer service for different outsourced companies and agents.
ACTIVITIES & AWARDS
Sardonyx Master guide Club
Volunteer- Bushy Park S.D.A Pathfinder Club
Waterford Public Library
Volunteer
Certificate of Achievement for Best help desk agent
Month of May
Comcast
REFERENCE
Skills
Adobe Photoshop
Adobe Flash
Dreamweaver
MS Office Suite
Linux/UNIX
Windows Vista/XP/2000
Windows 7
Windows Server
2003/2008
Remedy
BTS/Safari
Certifications
Comptia A+
Comptia Network+
Computer Repairs
Level 2
Computer Networking
Level 2
High School Diploma
Available upon Request.
Contact this candidate