Technical Support Software

KENDRA TROTTER

IT PROFESSIONAL

A: **** Townhouse Lane Unit G,

Chesapeake, VA 23323

E: abkuoe@r.postjobfree.com

T: 757-***-**** or 757-***-****

OBJECTIVE

EXPERIENCE SKILLS

"To contribute outstanding technical skills and strong commitment to

achieving your company's goals in an IT consulting capacity."

Norfolk State University, Lab Technician Volunteer, January '10 - Present

Worked directly with PC Technicians and monitored computer lab students

troubleshooting computer problems using critical thinking skills.

Participated with installing software replacing some hardware components.

Assisted with configuring Active Directory, WDS Imaging, joining computers

to the NSU Domain.

EDS/Helpdesk, Jr. Helpdesk IT Consultant, September '06 - January '07

On staff with a major defense contractor as an IT consultant for helpdesk

support functions involving account activations, password resets, and

account unlocks, resolution of certification issues, and common access card

issues (CAC). Responded to, evaluated, and prioritized incoming phone

requests for technical assistance from users experiencing problems with

hardware, software, networking, and other computer-related, Web, and

telecom technologies. Provided prompt, accurate, and respectful support to

users, employing high degree of customer-service skill and technical

expertise while ensuring customer satisfaction. Applied troubleshooting

techniques to verify solutions. Frequently resolved issues with little or

no supervision. Logged incoming calls and email into call-tracking

database. Escalated trouble tickets to specialized staff for resolution.

Canon ITS, Technical Support Digital Cameras, March '06 - July '06

Performed basics of troubleshooting digital cameras. Described functions

and controls of all Canon digital cameras. Installed and removed all

associated software for the digital camera product line over the phone.

Explained warranty options available to digital camera customers.

Maintained up-to-date knowledge of changing technology to benefit

customers. Quickly learned new tasks and rapidly resolved customer problems

for digital camera users.

Dell Inc., Technical Support Specialist Tier II, March '04 - September '05

Responded to incoming technical support software phone calls and internet

issues. Logged and reported technical support issues in the Dell support

database, maintained current complete and accurate information. Handled and

resolved first and second level technical support issues. Performed

technical research, and resolved complex technical support issues.

Performed software installations over the phone. Cited by supervisor as

"extremely thorough, proficient and knowledgeable." Promoted to handle

Outbound customer support.

Calltech Communications, Internet Technical Support, September '03 -

January '04

Professionally provided new and existing Bellsouth Fast Access customers

with technical support on DSL( Digital Subscriber Line) services.

Accurately conducted all computer diagnostics to determine nature of

problems and provided assistance with Malware and Spyware removal.

Software Applications:

Microsoft Office:

-Word

-Excel

-Power Point

-Outlook

Lotus Notes

Active Directory

Tivoli Remote Tools

Net Meeting

Remedy

Internet Explorer

Firefox

Open Office

Operating Systems:

Microsoft Windows

-98

-2000

-XP

-Vista

Windows7

Mac OS

Dell Certified -2005

EDUCATION

Benedict College

Columbia, South Carolina

2001 - 2004

ITT Technical Institute-

Major: Information

Systems Security

Norfolk, Virginia

2004 -2005

PROFILE

*IT professional with 10+ years of Information Technology experience who

provides top-notch service, sets high standards, and exceeds expectations.

*Highly motivated, dependable troubleshooter and problem-solver.

*Customer-focused performer who is committed to quality in every task from

personal interaction with coworkers and users to high level of service

provided to company/customer.

*Valued contributor who performs confidently and effectively under pressure

and thrives on challenge.

*Excellent communicator and good listener.

*Enthusiastic learner who quickly grasps new concepts and technical skills.

Contact this candidate