Summary

IT Support Analyst

  • Upcoming DeVry University graduate offering a strong academic background in IT combined with excellent customer service experience as a sales representative.
  • Passionate about learning and mastering new technology quickly; equally successful in both team and self-directed settings; and proficient in a range of computer systems, hardware, tools and testing methodologies.
  • Over nine years of successful customer service/sales experience with recognized strengths in account maintenance, problem-solving and trouble-shooting, and planning/implementing proactive procedures and systems to avoid problems arising.

Work History

Work History
Feb 2010 - Present

Account Representative

Everest College

Responsibilities include: Developing new accounts for externship and hire, maintain relationships with clients on a weekly basis, field customer service calls from clients, coordinate with members of staff to ensure that we were assisting the client with their needs, increased client satisfaction by implementing 7/21/30 day follow up process to ensure smooth process.

Feb 2010 - Present

IT Intern

E-Glow Solutions

Responsibilities include: Assisting IT Manager with on site computer repair/maintenance in an enterprise environment, troubleshooting computer issues in person and over phone, assisting with server configuration and modification, setting up and moving workstations, engaged and tracked Priority 1 issues with responsibility for the timely documentation and escalation (if appropriate), resolution and closure of trouble tickets.

Aug 2011 - Present

IT Support Analyst

Bank of America

Responsibilities include: Supporting 600+ users with desktop support, resolve tickets within two hours and escalate tickets when necessary, set up, move, re-image and/or replace systems, verify users have current technology and software necessary and ensure new hires are up and running.

Aug 2009 - Feb 2010

Admissions Representative

DeVry University

Responsibilities included: Following up with prospective students who have requested information, managed backlog of 15-20 pending students to ensure their accountabilities were complete before they started school, thrived under strict

deadlines while meeting and exceeding student satisfaction for each term.

Oct 2008 - Aug 2009

Patient Care Coordinator

Pacific Pulmonary Services

Responsibilities included: Developing and maintaining accounts daily, coordinated with my team on a daily basis to ensure that every patient was set up and/or their issues had been resolved, fielded phone calls on patient issues by prioritizing and resolving issues in a timely manner, followed up with patients to ensure their compliance by strictly adhering to Medicare and HIPAA guidelines.

Sep 2006 - Oct 2008

Senior Sales Representative

KB Home

Responsibilities included: delivering effective sales presentations on a daily basis, maintained weekly communication with buyers in escrows ranging from two weeks to eight months, successfully managed over 80 escrows to close with an overall J.D. Power customer service score of 9.6, trained new agents in structured selling techniques one on one and with various presentations, kept a watchful eye over every detail to ensure contracts were correct and complete, worked closely with the all departments to ensure building process was on track.

Education

Education
Jun 2009 - Present

Bachelor's of Science

DeVry University

Current G.P.A. - 3.73

Deans List

Skills

Skills

Networks & Servers

TCP/IP, LDAP, DHCP, Routers, Switches, Servers, Printers, Microsoft Sever 2003/2008

Windows

Proficient in Windows XP, Vista, and 7

PC & Laptop Hardware

Proficient in computer and laptop repair, troubleshooting, upgrading and set up.

Microsoft Office

Proficient in Excel, Word, PowerPoint, and Vizio