IT Support Technician July 2015 to CurrentJFK Boulevard － Philadelphia, PA
Log all help desk calls or email requests into incident tracking system using the Trackit software ticketing system.
Analyze and resolve incidents with a goal of 80% First Call Resolution.
Support Microsoft Office, Winodws OS from XP to Windows 10, Password Administration, Hardware Diagnostics, Data Network Fundamentals, Exchange and Active Directory Administration, and EMC VMWare Connectivity Issues.
Complete requests for Password Resets, printer, hardware diagnostics and special desktop releases.
Investigate causes, test solutions, and put solutions in place to reduce calls to the help desk.
Proactively, watch for trends that indicate potential problems then eliminate them before a reoccurence.
Provide great customer service while managing and/or responding positively to all clients via telephone.
Promote a professional help desk image.
Understand help desk priorities, objectives, and take an active role in accomplishing all objectives.
Set up mobile devices for end users and restore backups to new device.
Maintain printer / toner inventory for each office and place orders with vendors as needed for supply count.
Handle all shipping of devices for clients using FedEx regarding various electornic purchases coming from IT Operations.
IT Support Specialist April 2014 to July 2015Drexel University Kline School Of Law Market St － Philadelphia, PA
Perform live video recordings for various law classroom presentations using Camtasia Software.
Manage the video editing process with Avidemux software then emailing a link for faculty to receive and make readily available for class purposes.
Update and manage the inventory for printers, mobile devices, and computers/laptops belonging to the law school.
Perform weekly technology maintenance checks for each classroom in the law building.
Help students with computer troubleshooting during midterm or final exams each semester.
Research solutions to problems that are beyond the current knowledge base and provide a solution with quality customer service.
Handle initial evaluation or maintenance on all HP and Ricoh printers; some with Pharos software installed.
Setup and or move VOIP conference phones for meetings taking place in the building.
Being an informative resource for both Windows and Macintosh operating systems.
Respond to LawTech phone calls, Help Desk Tickets, E-mails, and other software tools that are used to communicate.
Attend any and all training sessions provided by Drexel University's Office of Information Resources and Technology Department for professional development.
Manage and perform Data Encryption for all School of Law Faculty and Administration.
DENELLE ANDERSON, PAGE 2 Build and deploy images for PC desktops with Windows 7 or 8, using Ghost Cast.
Setup VPN for faculty and staff using Cisco Software on MAC or PC.
Technology Lifeguard & Apple Guru August 2013 to April 2014Springside Chestnut Hill Academy － Philadelphia, PA
Work on cutting-edge Apple hardware and software to fix problems, to teach users about new technologies, and to create solutions when none exist.
Serve as the initial contact for technical problems from all faculty, staff, student body and guest users.
Respond to "Help Desk" phone calls, Mojo Help Desk Tickets, E-mails, IMs, and other software tools that are used to communicate.
Research solutions to problems that are beyond the scope of current knowledge base & be a creative problem solver.
Perform some hardware repairs/fixes on laptops or desktops when needed.
Handle all maintenance with HP, Canon, and Sharp printers; plus maintain the printer toner inventory for the entire school.
Call technology companies to handle warranty and non---warranty repairs.
Set up, support, and break down events that require audio visual technology as needed.
Handled all maintenance and purchasing of new audio visual equipment for the school.
Manage or create passwords for users in the active directory.
Set up Routers or swtiches needed in designated areas of the school.
Troubleshoot various smart boards, projectors, and audio visual equipment.
Help create and introduce innovative ideas with the team to share new technology for the school.
Create then upload tech tip videos weekly using Final Cut Pro software onto our blog website and Youtube account.
Bachelor of Science : August 2012Bloomsburg University of Pennsylvania － Bloomsburg, PA
B.S : Business Administration Management Information SystemsBusiness Administration Management Information Systems
M.I.S : SpanishSpanish
Completed 10/09/13- Mountain Lion 101: Mac OS X Support Essentials v10.8 provided by Future Media Concepts.
Located on 325 Chestnut St., Philadelphia, PA 19106} COMPUTER/ Technological SKILLS Proficient using Windows XP, Vista, 7, 8, & 10 and Mac OS (Yosemite, Mavericks, & Mountain Lion).
In addition, I'm able to navigate using various web browsers and proficient with Google applications.
Plus, I'm familiar with Microsoft Office Suite as well.
Knowledgeable with various mobile devices such as apple iPhones or iPads, plus andriod phones or tablets.
Able to troubleshoot Apple Macbook Pro's, Macbook Air's, and iMac's.
Can use imaging software, i.e.
Casper, to update Macbooks or perform data migration, also provide remote support.
Familiar with adding printers to networks or computers.
Worked with printers such as Ricoh, HP, LexMark, and Sharp.
Able to use different help desk ticketing systems and give good response time.
Have networking experience and can troubleshoot connectivity issues on MAC or PC.
Plus, knowledagble with patching, routers, and switches.
Have some server and active directory experience with MAC and Windows.
Active Directory, Apple, audio, Cisco, Hardware, computer troubleshooting, creative problem solver, Encryption, clients, customer service, desktops, edge, email, Final Cut Pro, Ghost, Help Desk, HP, image, IMs, inventory, laptops, Law, MAC, Macintosh, managing, meetings, Exchange, Microsoft Office, Office, Windows 7, Windows, Network, operating systems, OS, presentations, printer, printers, purchasing, quality, repairs, Research, Routers, shipping, telephone, phones, phone, Trackit, Troubleshoot, video, video editing, VPN, VOIP, website