Excellent problem-solving abilities Active Directory, LDAP

Basic Unix/Linux (kernel/shell, PID, GUI) Oracle/SQL

Skilled multi-tasker Java
System upgrades Skilled in HTML, HTTP and IP
System backups Proficient in Norton Antivirus software
Data backup and retrieval Skilled in TCP/IP and WAN
Remote access technology Computer skills including maintenance,
Excellent communication skills networking, and troubleshooting
Excellent diagnostic skills Computer skills including Microsoft Office
Refined system debugging skills applications 
Expert in Microsoft Suite Partitioning hard drives 
Customer service expert Installing Operating Systems- Windows 2007,
Analytical and critical thinker Vista, XP, setup, repair, troubleshoot and recover PC’s
Fast learner Printers and network hardware
Strong interpersonal and team work skills 
Extensive customer service experience  

Work History

Technical/Desktop Support Technician Supporting 5/3 Bank
Pomeroy/Fifth Third Bank – Cincinnati, OH 11/2013 to Current

Windows 7 Migration

Completed projects by effectively applying engineering, technical and maintenance

Procedures.

SCCM, Remedy, SharePoint

Imaging Laptops

Remote Desktop/Remote Assistance

Supported all 5/3 employees with successful migrations over to new Operating System Windows 7

MS Visio

Assist Citrix Users

Windows OS Support

Desktop/Laptop deployment

Working with VMware, managing users, groups, permissions, and roles, Active Directory management, creation of policies for things like acceptable use, backup strategy, OS patching/upgrades, monitoring/alert configuration, performance tuning, security of data - and physical security of the servers themselves, end-user training on server use.
Programmed and troubleshooted devices following installation..

Installed software, modified and repaired hardware and resolved technical issues.

Provided base level IT support to non-technical personnel within the business.

Managed call flow and responded to technical support needs of customers.

Resolved customer issues in a clear, courteous and straightforward manner.

Demonstrated professionalism and courtesy with customers at all times.

Identified and solved technical issues with a variety of diagnostic tools.

Created cases and claims for damaged, lost or displaced packages.

Followed up with clients to ensure optimal customer satisfaction.

Reviewed and updated client correspondence files and scheduling database.

Outlined the appropriate process and procedures necessary to fulfill and complete inquiries.

Coordinated with systems partners to finalize designs and confirm requirements.

Diagnosed and troubleshooted Windows processing problems and applied solutions to increase

company efficiency.

Provided documentation on start-up, shut down and first level troubleshooting of processes to help

desk staff.

Implemented company policies, technical procedures and standards for preserving the integrity

and security of data, reports and access.

Reviewed Sharepoint pages to verify end user information and requested information

Consistently met deadlines and requirements for all production work orders

Advocated for end-users to perform testing and problem analysis for server, desktop and IT

infrastructure work.

Internal Revenue Service – 02/2011 to 08/2013

Verified quality of tax payer information from submitted tax forms

Input tax information into ISRP, RPS and SCRIPS systems.

Processed personal checks and money orders

Had daily deadlines to meet

Education

Center for Employment Training – MS Special Certification Excel 2007 - 2013

A+ Certified: IT ready program Per Scholas: Information Technology and Computer Applications - 2013
Newport Central Catholic High School - 2005

Accomplishments

Time off award in lieu of Annual Appraisal, receiving an overall rating of Exceeds Fully Successful
Per Scholas IT Ready Graduate - 2013
Center for Employment Training Graduate - 2013
Certifications

CompTia Axxx-xxx-xxxx
Microsoft Office Specialist Excel 2007