Knowledge of software/hardware components used in typical networking and internetworking environment.
Troubleshooting software, printers, networks and hardware.
Experience with Microsoft Active Directory, Group Policy Object and Group Policy Preferences.

EDUCATION
Per Scholas Columbus, OH 2014
IT-Ready Training CompTIA A+ Certification

ITT Technical Institution Columbus, OH 2011 - 2013
Associates Degree in Networking Systems Administration

EXPERIENCE

McGraw-Hill Education Blacklick, OH June 2014
Digital Technical Support
Responsible for the accurate and timely servicing of customers via telephone and/or email.
Researching, resolving and replying to customers' and sales representatives' inquiries.
Respond to technical questions including Software setup, system requirements, internet inquiries, etc.

Nationwide Insurance Dublin, OH 2013
Help Desk Analyst
Provided technical support to diagnose, analyze, research and resolve routine computer incidents for internal and external customers.
Troubleshoot issues with connectivity, printing, hardware, software, and email issues.
Reset user’s password using Microsoft Active Directory and NW Internal app.
Documenting and updating trouble tickets through the HP Service Center: including priority, user information and troubleshooting steps.
Answered 45-50 calls in a 25 hour work week.

Teleperformance Columbus, OH July ‘12 - September ‘12
FiOS Technical Support
Received inbound calls from Verizon FiOS customers. Issues or questions focused on Internet, cable and telephone services.
Calls were expected to be finished in 10 minutes or less. All call tickets required full documention.
Escalated calls to appropriate support team or to a field technician if necessary