Download PDF

Summary

Highly motivated Desktop Support Technician with over 10 years of troubleshooting, and customer service experience. Dependable team player who is eager to learn new and exciting things that will help to advance my career in the Information Technology field, specifically become a SharePoint Administrator.

Work History

Jun 2014Present

Treasurer and Member

Sisters of Standards (non-profit organization)

Sisters of Standards is a non-profit organization that works with all communities in the KC metro area. The mission of Sisters of Standards is to meet the needs of the most vulnerable population in our communities that leads to the youth through programs, seminars and mentorships, that will challenge them to prevent crime, stay in school and rise above peer pressure and bullying.

  • As the treasure, I am responsible for managing the organizations finances. This includes, but is not limited to maintaining the bank account, watching for insufficient funds and all withdrawals and deposits into the account, tracking all monetary donations and monthly membership dues.
  • I come up with fundraiser ideas to help raise money for the organization. I maintaining budgets for all events to make sure that we stay on track and try to prevent expenses occurred against the budget.
  • Complete 20 hours of community service every 3 months. Some of my hours are earned by preparing and serving dinners at the Ronald McDonald House, volunteering at Robinson Elementary school functions, volunteering at Harvesters, and Church.
Oct 2005Feb 2016

Desktop Support Technician II (Full time 40hrs per wk)

AMG Services/BA Services

As a desktop support technician, my primary responsibilities were to resolve internal end user software and hardware problems. Some of my major duties included:

  • Provided quick response to trouble tickets that came in through Jira and Manage Engine (Help desk trouble ticket systems) and made sure that all tickets were escalated to the appropriate IT tech when necessary, as well as ensured that all ticket were completed in a timely manner.
  • Utilized programs such as remote desktop and VNC to remotely login into user’s PC, as well as physically walking to user’s PC to troubleshoot hardware and software problems. Occasionally worked from home and used Cisco VPN to remotely connect to the company network.
  • Setup network printers and load drivers to a printer server. Installed and configured devices and software applications on user’s PC, including new OS. Built new work stations for end users when there were complete systems failures.
  • Some system administration work, such as assisting with the daily management of the company servers. Setup Exchange mailboxes, distribution and security groups, and managed exchange permissions. Created new user accounts and reset user passwords through Active Directory. Managed Active Directory security groups and permissions.
  • Kept inventory of all computer assets using inventory tracking system CG4. Conducted quarterly audits of assets on the production floor and prepared reports of findings.
  • Created and maintained technical documentation for various desktop support processes.
  • In addition to desktop support work, I was also working with our lead SharePoint Administrator. As a member of the SharePoint team, I assisted with setting up SharePoint 2013 server and SQL Server 2012. I built and maintained site collections and web apps. I created and managed SharePoint permission via Active Directory security groups and SharePoint groups. Assisted with researching and troubleshooting SharePoint server errors and end user issues. 
  • On call when needed. Used company tools and outside resources to keep up with the latest technology trends.
Mar 2005Oct 2005

Help Desk Tech

AMG Services

As a help desk technician, I was the first line of contact for all internal end user issues. My primary responsibilities included:

  • Troubleshoot hardware and software problems for end users via telephone, email and IM.
  • Document work order request in Track -It (Help desk trouble ticket system).
  • Assigned work orders to the appropriate IT technician on duty and notified them via phone or email when there was a major system outage.
  • Ensured that all tickets were completed in a timely manner and followed up with IT Technicians if tickets were nearing or passed the SLA.
Jun 2003Mar 2005

Loan Processor / Team Lead

AMG Services

Gather loan file documentation. Review loan files for completion. Evaluate the credit class of individual loans. Prepare daily loan reports. Send and process loan batch. Make outbound calls to customers whose loan contracts were invalid or files were incomplete. Electronic filing and other administrative duties.

Education

Training

Fundamentals of a Windows Server 2012 Infrastructure

Centriq
Completed Microsoft Offical Course

Microsoft Certified Professional (MCP)

Prometric
Windows Server 2000

Technical Summary

Platforms:  Windows XP, Windows 7, and Windows 8

Certifications: MCP

Printers: HP and Ricoh

Software:Bart PE Ghost, Microsoft Office 2000-2013,Office 365, SharePoint 2013,  Adobe platform, Softphone (Eyebeam and Zoiper), Open Office, Volume Activation Management Tool (VAMT) 3.0, EMC Avamar Administrator

Special Skills

  • Communication skills - Able to effectively communicate  information with at all levels of employees and management about such things as research findings, prevention steps, ideas, issue and concerns.
  • Strong listening and customer service skills - Able to listen with understanding when issues are being explained to me. I am about to respond appropriately and not make customer feel belittled. I am consistently being acknowledged by upper management for my customer service skills.
  • Problem Solving – Able to identify the problem, determine a probable cause, utilize tools and resources to resolve issue, document outcomes and make recommendations on preventive steps.
  • Documentation – Created and maintains desktop support documentation manual for my team, created and maintains how - to documentation for using CG4 inventory system, and constantly adds new technical documentation to our wiki. Assist management when needed with creating new policies and procedures for use within the IT department.
  • Inventory - Lead on asset tracking. I utilize tools such as CG4 and Spiceworks to track fixed and moving assets within the company.
  • System Administration - Good knowledge of Active Directory and Exchange. Creating new user accounts and mailboxes. Created security groups and distribution groups in both AD and Exchange. Manage permissions to mailboxes and sharefolders.