Summary

Summary of Qualifications :
Technical understanding and accomplished with : MS-DOS, Windows 95/98/ME/NT/2000, 2003 Server, XP, XP 64 Bit, MS Office, mainly with ; Microsoft Word, Excel and Outlook. AS400 environment. Perfectly suited for a level 1 and 2 computer technician or help desk representative position in the IT field, using proven computer and business skills to build upon and foster team, company, personal growth and advancement.

Knowledge of PC hardware construction from ground level up, setup and installation and various peripherals like printers.

Practical experience in system-operations training, troubleshooting, technical support, data entry and file updating.

Successful relationship management with key customers and both inside and outside sales representatives.

Education and Technical Training :
MicroTrain, Chicago, IL.- Currently enrolled


Employment

2006 -  2007

pursuing Certifications in A+, Network +, MCSA, MCSE and Exchange 2003.

A+ and Network + classes completed. Still pursuing certifications.

2003 -  2004

2006 -  Present
Helpdesk/Desktop Support

Problem ticket logging using Peregrine Systems 5.0.3 and Avaya IP Agent v. 6.0.5

Password resets in Active Directory, Business Objects, SAP and AS400 Mainframe.

Problem troubleshooting of hardware, software and network issues, ticket escalation and direction to proper support queues for domestic and international issues.

2006 -  2006
MIS Coordinator

Troubleshooting and correcting workstation hardware performance and maintenance.

Choreographed workstation software upgrades and updates.

Organized and maintained employee and client data and database files.

2004 -  2006
Independent Consultant

Developed and utilized vitally important entrepreneurial skills and experience.

Conducted diagnostics, performed formats, hardware and software upgrades on personal computers resulting in optimized performance.

Guided and trained home users to perform software or hardware installations and usage.

1997 -  2004

performed all aspects of inbound and call center customer service resulting in increases sales, earning 2 awards for above and beyond average customer service.

Pivotal in training or assisting customers and staff in web and computer-system operations.

Selected to perform group leadership responsibilities, coaching and fostering teamwork.

Applied experience in computer system operations and various types of software to streamline business operations.

1995 -  1997

Miscellaneous

Senior Coordinator, Sales Assistant

Conducted preparation and processing of reservation contracts, payments and collections, group rooming list and guest requirements resulting in streamlined guest arrival registrations.

Choreographed tours of rooms, banquet facilities and marketing packet mailings, enhancing hotel room sales.

Created tour, week ending and monthly call reports validating business flow results.

Trained all office staff in Word Perfect word processing and graphics software in Windows 3.11 environment.