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Professional Summary

IT professional passionate about providing excellent customer service and support. Known for excellent problem-solving skills and patience in dealing with frustrated -users. Seasoned support technician with more than 10 years in customer service and technical troubleshooting, with advanced education and experience in various IT roles.

  • Technical Troubleshooting
  • Excellent communication skills
  • Exceptional telephone etiquette
  • Desktop Support
  • Help Desk
  • Repairs
  • Wiring
  • Customer service expert
  • Computer Installation And Setup
  • Cisco Routers & Switches
  • Strong Collaborative Skills
  • End User Training
  • Strong Analytical Skills
  • Multi-Tasker
  • Work History
    IT Helpdesk Technician StatesideBPO - Fort Myers, Florida, United States 04/2016 - Current
    • Diagnosed, troubleshot and resolved software, hardware and connectivity issues. Excelled in asking probing questions and researching, analyzing and rectifying problems.
    • Routinely exceed call-handling goals, closing 20 calls daily in average (25% above quota) with 85% first-call resolution ratio and average talk-time of 5.5 minutes.
    • Conducted on-site network installations, wiring, and configuration of network components. Managed/Administered Windows Server configurations, Tasks automation and Active Directory domain accounts.
    • Diagnosed computer errors and provided remote and in-house technical support.
    • Closed 98% of trouble tickets on the first call without escalation.
    • Provided base level IT support to non-technical personnel within the business.
    Help Desk Technician SalusCare Inc - Fort Myers, Florida 01/2013 - 02/2015
    • Provided support for 500+ users in 7 different locations.
    • Deployed and configured secure WiFi, LAN and VoIP networks at remote locations, client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.
    • Installed software, modified and repaired hardware and resolved technical issues.
    • Communicated with network administrators, kept users informed of progress during issue life cycle and made follow-up calls to ensure problem resolution.
    • Demonstrated professionalism and courtesy with users at all times.  
    • Evaluated and selected web-based ticket system program for IT support tickets.
    • Managed/administered MS SharePoint intranet portal and Active Directory domain accounts.
    Web Developer CyberSunshine Inc - Fort Myers, Florida 04/2006 - 03/2007
    • Built and maintained dynamic websites using SQL Server Databases, IIS, and ActiveServer Pages.
    • Researched issues on various computer systems and databases to resolve complaints, answer inquiries, and outline solutions.
    • Conferred with external customers to identified requirements and resolve conflicts.
    • Setup and supported data synchronization with Real Estate Data Exchange.
    • Informed customers about issue resolution progress.
    Tier 1 Technical Representative Sony Electronics CISC - Fort Myers, Florida 01/2000 - 02/2006
    • Demonstrated superior technical skill to earned steady promotions. Advanced from entry-level support specialist to Internet Solution Developer and Systems Analyst roles.
    • Delivered service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
    • Interacted with customers to process inquiries, concerns, and schedule products repair using customer service principles and practices.
    • Consistently exceeded call key performance indicators.
    • Maintained composure and patience in face of difficult customer situations.
    • Managed customers' expectations and experience to a high degree of customer satisfaction.
    Field Technical Representative Zebis Inc - Sanibel, Florida 04/2002 - 01/2003
    • Assisted business customers in obtaining highest performance from their IT resources.
    • Provided sound recommendations for new system and application upgrades.
    • Displayed courtesy and strong interpersonal skills with all customer interactions.
    ISP Technical Support Specialist Online Services USA - Fort Myers, Florida 07/2000 - 11/2001
    • Provided connectivity and web hosting technical support for internet users via telephone and email.
    • Resolved at tier 1 level whenever possible, or escalated to 2nd tier as appropriate.
    Master of Science: Information Systems University of Phoenix - Phoenix, Arizona 2011

    Microsoft System Engineer: Networking Southwest Florida College - Fort Myers, Florida
    Veteran - US Navy (1)
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    Knowledgeable professional in IT education with exceptional communication and problem-solving skills. Dependable and trustworthy and ready to be challenged. Dynamic computer hardware engineer knowledgeable in 5 technology development. Highly driven and offering excellent interpersonal skills. Looking for position with cutting-edge technology and services organization.

    Education and Training
    Bachelor of Science: Computer Networking & Information Security May 2014 Champlain College, Burlington, VT, United States

    Minor: Digital & Computer Forensics

    Skills & Certifactions
    • Operating systems
    • Operational support
    • Technical help desk experience
    • Computers and electronics
    • Technical support
    • System upgrades
    • System administration
    • Server installations
    • Information security
    • Configuration management
    • Marketing
    • CompTIA A+, Net+ certified
    • Microsoft Certified Solutions Assistant
    Experimac Boulder Boulder, CO Lead Computer & Mobile Technician / Sales 08/2017 to Current

    • Bought, sold, traded, upgraded and repaired Apple products as well as other computer brands.
    • Configured computers to network drivers, printers and other peripheral equipment.
    • Educated customers on general software programs. Implemented key updates to system software based on performance data and user feedback. Integrated software enhancements on mobile devices. Optimized home computer usage and performed general maintenance.
    • Built and repaired computers according to schedule. Managed and configured:  tools, software, installers and diagnostics/troubleshooting applications. Updated or installed software for customers to ensure computer efficiency.
    • Managed day-to day operations: Opened/closed the store including end of day money count, organized schedule of repairs and maintained the store, educated co-works/customers on computer solutions.
    • Worked flexible schedule to accommodate changing customer and store conditions.
    • Met with customers to understand expectations, recommended products and offered services/solutions that aligned with individual desires and requirements.
    • Built a loyal clientele which resulted in a high level of both retained customers and referral business.
    • Designed and built custom gaming computers for store customers.

    Envision Superior, CO Support Desk Technician 08/2016 to 01/2017

    • Managed and created users within Active Directory of Windows Server 2013-2016.
    • Integrated Mac users into a Microsoft LDAP data base.
    • Deployed and maintained company assets: computers, printers, phone systems (VOIP), cables and other equipment.
    • Installed and performed repairs to hardware, software and peripheral equipment, following design and installation specifications for Windows and Mac machines.
    • Responded to the majority of client requests for technical support by phone, email, the inter-office chat service, and/or ticketing system.
    • Responded to technical and troubleshooting issues for executive users.
    • Configured, managed and monitored asset tracking system.
    • Conducted computer diagnostics to investigate and resolve problems and provided technical assistance and support.
    • Managed application patches and data backup.

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    Professional Summary






    Details attention 

    Computer Skills 






    Work History
    Ed Tech Computer Technician 01/2017 to 09/2017
    Portland Public Schools Portland, ME

    IT building support 

    Provided Windows and Mac desktop support to all teachers and staff

    Ordered install new hardware and oversaw maintenance of existing hardware.

    Managed, deployed, and inventoried school devices.

    Re-imaged/Refreshed machines.

    Oversee and provided guidance on SoftwareUpdates. Printer management and repaired.

    Coordinated deployment and collection of student MLTI devices. Process MLTI (Maine Learning Technology Initiative) computer repair. 

    Generated MLTI (Maine Learning Technology Initiative)Purchase Orders.

    Collected & Maintain student collection payments.

    Keeped warranty records Processed billing when not covered under warranty

    Maintained records of repairs, orders, and installations Managed, Coordinate, Repair and Support all A/V Equipment

    Supporting training of staff

    Process Moore Middle School specific HelpDesk

    Tickets and coordinate District support

    Support and facilitated staff teaching tools Google Apps for education support

    Students' Apple Ids process management

    Provided outreach for new technology initiatives

    Recording keeping

    Daily troubleshooting

    Supported and facilitate technology acceptable use policy

    Vendors coordinated

    Managed of school network social media 

    Help Desk Computer Lab 04/2016 to 12/2016
    Portland Adult Education Portland, ME
      Deployed new PC's, Monitors & Printers at newly constructed training facility.
    • Collaborated with the sales, marketing and support teams to launch products on time and within budget.
    Bachelor of Science: 2007 ISIPA - Kinshasa RD Congo
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    • Management experience
    • Supervision and training
    • Team building
    • Scheduling
    • Computer-savvy
    • Data entry
    • Client relations
    • Clerical knowledge

    Hard working individual with management and IT experience. Employs excellent leadership and communication skills. Promotes a positive and uplifting environment in the workplace.

    Lawton, OK
    Merry Maids/ Apr 2018 to Current
    • Managed day-to-day operations, including supervision and assignment delegation for the work teams.
    • Trained and mentored new employees to maximize team performance and achieve daily performance objectives.
    • Determined efficient work schedules for teams on daily basis to maximize efficiency and each shift properly staffed.
    • Created and managed electronic customer records, encompassing data entry and administrative functions related to billing and accounts receivable.
    General Clerk
    Lawton, OK
    Serco/ Mar 2017 to Apr 2018
    • Handled secure information and documentation
    • Maintained high level of privacy when dealing with customers documents and information
    Lawton, OK
    Dollar General/ Jan 2016 to Jan 2017
    •  Staff Hiring and Training
    • Generated repeat business through exceptional customer serice.
    • Completed all point of sale opening and closing procedures
    Store Manager
    Sterling, Oklahoma
    Blue Cow LLC/ Feb 2013 to Jan 2016
    • Routinely supported any areas of the restaurant as requested.
    • Managed social media page, including direct interaction via comments and messaging, and handling customer reviews.
    • Trained new hires as necessary.
    Key Holder / Associate
    Fort Smith, AR
    Spencers/ May 2012 to Jan 2013
    • Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
    • Used time efficiently when not serving customers to better the store and manage other tasks.
    Help Desk Technician
    Flagstaff, Arizona
    Coconino Community College/ Apr 2010 to Jun 2012
    • Effectively managed a high-volume of inbound and outbound customer tickets and inquiries.
    • Maintained and updated customer service database as needed when information was out of date or had changed.
    • Managed and completed work task tickets. Ensured all issues were corrected or being worked on in a timely manner and that all information possible was included for the sake of clarity and quick resolutions.
    Working on BA in secondary English and Science