Experienced IT Support Professional seeking to contribute training and acquired skills within a Help Desk support role. Possesing experience in a corporate setting combined with an extensive background in customer service. Easily identify and resolve software and connectivity issues on-site and remotely. Efficient independent and group worker who effectively communicates with technical and non-technical team members.
Helpdesk Intern January 2013Public Consulting Group － Boston, MA
Helpdesk Specialist I January 2013 to January 2014Public Consulting Group － Boston, MA
Create and manage accounts in Active Directory Create and manage FTP sites Monitor, respond to, and quickly resolve requests recieved through ticket tracking software.
Track and maintain equipment* Setup new hire user accounts, workstations, laptops, and mobile devices.* Install, support, and train users on internally developed software and commercial software solutions.
Maintained current knowledge of relevant hardware and software applications.
Troubleshooting software issues (MS Office applications, Citrix, WinSCP/Filezilla, Shoretel Communicator, HCP anywhere) Communicate company policy and procedures to customers in an easily comprehendible format.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Provide assistance to remote users and assistance with advanced Microsoft Office application questions Create and manage shared inboxes and distribution lists Create and manage ShoreTel accounts Install and troubleshoot network printers Troubleshoot connectivity issues (VPN, office network, Internal sites) Re-imaging computers to newer operating systems Troubleshooting hardware issues Train customers during deployment of new ticketing system (RemedyForce.
Service Desk Clerk January 2008 to January 2013Shaw's Supermarket － Sharon, MA
Handled refunds, complaints, damages, price discrepancies, and other customer appeasements.
Consistently recognized for rapidly resolving challenging customer service issues.
Bachelor of Science degree : Information Technology ManagementUniversity of Massachusetts － Boston, MA
Information Technology Management
Microsoft Office 2010 Relational DatabasesStructure and design Intro to Networks Intro to Unix/Linux Web Fluency Project Management Operations Management Social Issues in Ethics and Computing Business Communications: Professional Written Communication & Critical Analysis Network Administration Network Security System Administration Sharon High School Academic Decathlon Finalist 2008 and 2009
Academic, Active Directory, Business Communications, Citrix, hardware, customer service, FTP, imaging, Local Area Networks, LAN, laptops, Linux, Microsoft Office, MS Office applications, office, Communicator, Network Administration, network printers, Network Security, network, Networks, operating systems, Operations Management, Project Management, System Administration, Troubleshoot, Troubleshooting, Unix, VPN, WAN, Written Communication
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Companies Worked For:
Public Consulting Group
University of Massachusetts
Job Titles Held:
Helpdesk Specialist I
Service Desk Clerk
Bachelor of Science degree : Information Technology Management Microsoft Office 2010 Relational DatabasesStructure and design Intro to Networks Intro to Unix/Linux Web Fluency Project Management Operations Management Social Issues in Ethics and Computing Business Communications: Professional Written Communication & Critical Analysis Network Administration Network Security System Administration Sharon High School Academic Decathlon Finalist 2008 and 2009
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