Customer Service Desktop Support
Resume:
DOUG MENA
Frederick MD, ***** ad7u6b@r.postjobfree.com
INFORMATION TECHNOLOGY PROFESSIONAL
Seeking a Network engineer position in a growth oriented organization with focus on Network security and monitoring.
SUMMARY OF QUALIFICATIONS
•5+ years’ experience in desktop support field, trouble shooting, installation and maintenance of LAN and WAN
•COMPTIA A+ Certified, can work independently or in group setting
•Skilled working with Microsoft Server 2012, Windows OS, Mac, Unix, Linux, Citrix Cloud Mobile Systems, Blackberry/PDA and Personal Mobile Device (I Phone & Android) Active sync support.
•Knowledgeable in Visual Basic Visual Studio, SQL including store procedures, Java scripting, HTML/XHTML
•Skilled in TCP/IP, DHCP. DNS. WINS
•Created and managed user accounts in Microsoft Exchange Server
•Skilled in providing Customer and End-User Help Desk Support.
•Resolving issues Ticketing Service Now
PROFESSIONAL EXPERIENCE
CUSTOMER SERVICE REP. IT SUPPORT Oct 2016 -
CDR INVESTMENT LEESBURG, VA
Customer service support (phone and in person)
Connect + Network Support Team
Assisted customers reading their network
General computer sale; hardware/Software installations
Perform backup, troubleshooting network problems, scheduling upgrades on Customer’s merchandise
Provide stellar customer service while exceeding expected job performance
SERVER ADMIN May 2013 – April 2015
IDEAL ACADEMY CHARTER PUBLIC SCHOOL WASHINGTON, DC
•Administrator Resources For Achieve3000, Aleks K-12 Educators, Kidsbiz3000, Teenbiz3000, Empower3000, Discovery Education Resources, And EduStar Program
•Service Now Ticketing for resolving, troubles shooting tickets
•General computer builds and repairs; hardware/Software installations
•Customer service support (email, phone, and in person)
•Registering new students to various course
•Tutoring middle school special education on the use of various computer programs
•Grant access to users (teachers/students) for various Computer Programs
•Monitored the performance level of students
•Teaching students to use various computer software’s
•Tutoring students in course curriculum designed to raise their grade point average
•Training middle school teachers on the use of various computer software’s
•Maximizes network performance by monitoring performance; troubleshooting network problems and outages; scheduling upgrades; collaborating with network architects on network optimization.
Secures network system by establishing and enforcing policies; defining and monitoring access.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Accomplishes information systems and organization mission by completing related results as needed.
Reporting network operational status by gathering, prioritizing information; managing projects.
IT ANALYST I/ DESKTOP SUPPORT Mar 2012 – Apr 2013
HOC OF FREDERICK MD FREDERICK, MD
•Supervise other technical support workers
•Collect, systematize and keep up a problems and solutions log for use by further technical support analysts
•Take part in the redesigning of applications and other software
•Give systems, network and Internet support to users
•Provide advice and training to users
•Created and managed user accounts in Microsoft Exchange Server
•Performed backup using ARC serve IT 6.61.
•Setting Workstation to join Domain.
IT ANALYST 1I/ DESKTOP SUPPORT Jan 2002 – Feb 2012
CASTOWORKS, LLC. FREDERICK, MD
•Supports and evaluates complex network systems and recommends resources to maintain and/or expand service levels.
•Monitor, maintain and provide support for the following voice, video, and data network operation services
•Worked on vendor update questionnaire forms.
•Reconciled and take calls from vendors and answered their respective questions.
•Entered information into the PRISM.
•Collected 3 in 1 Purchase Order Requisition Forms.
•Reconciled and entered information into PRISM.
•Trained more than 30 TCBA staff on vendor update and input purchase requisition.
EDUCATION AND TRAINING
MASTER OF SCIENCE
•Master of Information Systems, with Concentration database management systems. Strayer University, Rockville, MD 2006 - 2011 Graduate GPA- 4.0.
AWARD
•Certificate of Appreciation, IACPS, Government of the District of Columbia, FY1999
•Certification of Special Education, MCPS, FY 2013
•Certification of Achieve3000, CEO, of Achieve3000, FY 2014
•Certification of Appreciation, of Aleks Software, Admin, of Aleks K-12
REFERENCES AVAILABLE ON REQUEST.
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