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Click here or scroll down to respond to this candidateCandidate's Name , Jr. Rsum 2023Information Technology & Customer Service ProfessionalRochester, New York Street Address Phone: (585)469.8722 Email: EMAIL AVAILABLE Education & CertificationsMonroe Community College, Street Address
Cisco Certified Network Associate (CCNA)BOCES 2 Center for Workforce Development, Street Address
Certified Computer Support Specialist (632 hours)A+ Certification, 2014 Cisco IT Essentials 5.0 Certification, 2014 Cisco Discovery 1 Certification, 2014 Professional Skillset 9 years overall IT experience; 6 years within healthcare IT discipline Concierge approach to customer service and conflict resolution Expert knowledge of Microsoft, MAC OSX, Windows XP and Vista 7, 8 and 10 operating systems Analytical troubleshooting; continuous process improvement; advanced data analysis Ability to write and interpret documentation on hardware and software products Hardware, software and network installation and refurbishment; data cleansing, recovery, transfer and back-up PC hardware, software and peripheral equipment installation and troubleshooting Ability to build, rebuild and upgrade computer hardware; Identify and resolve software and hardware conflicts Proficiency in troubleshooting TCP/IP issues and identification of various topologies, protocols, transmission medias Professional SummaryMaximus, Inc. Deskside Support Technician 2016 Present Identify, research and resolve Tech II level technical issues for more than 1,000 NYSOH Contact Center staff Document, track and monitor problems to ensure timely resolution within established SLAs Correct application, network and security issues; resolve common PC software/hardware problems Hardware support PC, laptops, servers, network devices by installing replacement hardware or upgrading hardware Support software/hardware on equipment: scanners, copiers, printers, monitors and other peripherals, virtual desktops/VMware, workstations, servers, active directory, automated imaging solutions Provide support for Windows 7 and Windows 10; evaluate and troubleshoot issues including in-depth diagnostics Work with other IT departments/vendors to resolve technical issues beyond the scope of Tech II responsibilities Track and complete help desk tickets pertaining to applications, networking, and system issues Frontier Communications Internet Help Desk Technician 2014 2016 Appointed as ad hoc Team Lead, resolving escalations, DSL outages, email and Static IP configuration issues Communicated with client responding to technical questions or requests for information Analyzed and performed troubleshooting to resolve internet connectivity issues in a timely and efficient manner Installed wireless printers, troubleshot software issues via remote access as part of the Premium Tech Support team Volunteer ExperienceProvision Full Gospel Church Software Developer/Technician 2014- 2016 Develop and maintain Church mobile App via 3rd party DIY mobile app Builder Maintain, add feature and enhancements to church website Sustain and coordinate media for Church live streaming, and video and audio Research new systems and tools to improve production |
