Help Desk Technician
1035 4th Street West ~ Birmingham, AL 35204 Home: 205-252-5078 ~ Cell: 205-937-6220
Transcript ID#: 10145025
Summary Statement Information Systems Security Graduate with Helpdesk and Call Center Technology experience. Proficient with a variety of software applications, server hardware, and network hardware. Skills and Qualifications
§ Helpdesk/ Call Center § Windows OS § Lotus Spreadsheet § Linux OS § MS Office Certification (Brainbench Certified) § MS Word Certification (Brainbench Certified) § Basic Spanish § 36 WPM (Brainbench Tested)
Education Bachelor of Science, Information Systems Security ITT Technical Institute, Indianapolis, IN, 2011 GPA 3.5
VPN Broadband Routers Broadband Active Directory Hardware/Software Repairs Network Troubleshooting Network Security
Associate of Applied Science, Information System Administration ITT Technical Institute, Indianapolis, IN, 2009 GPA 3.5 Professional Experience Network Operations Center Technician, Logista Solutions, Bessemer, AL June 2012- present Support calls, emails, and open trouble tickets based on customer-reported issues Assisting bank employees with application and hardware issues Troubleshooting/repairing of PC’s, scanners, printers, and mobile devices Development of client specific troubleshooting procedures and other documentation Troubleshooting and repair of wired/wireless networks and devices Active directory account management and basic troubleshooting Remotely configuring applications, printers, and other devices
Team Member, Toys R Us, Birmingham, AL
Sept. 2011 – Mar 2012
Customer Service Inventory Data Entry Cashier RF Gun Experience Set Planograms Teacher’s Aide, Tabernacle Christian Daycare, Birmingham, AL
Aug. 2010 – Jan.2011
Customer Service Administrative Duties Classroom Organizations Worked with 1-year-olds
Technical Support Representative, Alpine Access, Denver, Co
Sept. 2009 – Feb. 2010
Tier 3 Helpdesk for Blackberry and Palm Devices Troubleshooting Call Center Support Customer Service Created/ Followed Up Tickets Customer Service Representative, Sitel, Birmingham, AL
Jan. 2008 – Aug. 2008
Tier 1 Helpdesk Troubleshooting Call Center Support Customer Service Handled Billing Questions Processed Upgrades Changed Price Plans
Awards and Volunteerism
National Technical Honor Society
Mu Alpha Theta (Math Honors Club)
Team Mom for Soccer Team
Teacher’s Aide (Tabernacle Christian Daycare)
Teacher’s Aide (Carrie A. Tuggle Elementary)
Aug 2011 – Dec 2011
Aug 2006 – July 2010
Jun 2003 – May 2008
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