Jamela C Resume Resume
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Resume:
JAMELA CARSWELL
PROFESSIONAL SUMMARY:
Over years of customer support experience in technical environments.
- Ability to analyze, troubleshoot, and resolve technical problems.
- Quick to learn and master new technologies; equally successful in both a team and self-directed settings.
- Strong working experience with Microsoft Office, networking, software, hardware, OS and security applications.
- Provide hands-on and phone troubleshooting for PC and enterprise printing issues with end-users.
- Analytical and problem resolving ability, with a track record of enhancing operations.
SKILLS/TOOLS:
OS: Windows XP/Vista/Windows, Mac OS/OSX
Software: Microsoft Office Suite / Norton Firewall, McAfee/Norton/AVG Virus Protection Utilities, Adobe,
Active Directory.
Networking: Tier / support - TCP/IP, DNS, WINS, DHCP, SMTP, Ethernet, LAN/WAN, PKI
PROFESSIONAL EXPERIENCE:
Total Wine & More, Bethesda MD
October to Present
Service Desk Technician
- Monitor company network and assists over stores across the US.
- Monitor incoming incidents & alerts via phone, email, and the Heat ticketing system - triage, troubleshoot, document details & work performed.
- Identification, troubleshooting, & resolution support of network, wireless & security issues.
- Windows operation and troubleshooting.
- SCCM troubleshooting, software patching and deployment.
- Hardware/software installation, upgrades and troubleshooting.
- Active Directory administration, user creation and maintenance.
- Create a positive support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
- Grows general knowledge base of current business processes and IT infrastructure, increasing the rate of first call resolution.
- Functions as the primary POC for issues that arise overnight.
SRA International, NCI, Rockville, MD
October to October
Desktop Technician
- Configure, install, image desktop and laptops for new users using Acronis or Bootable media.
- Deploys software, patching via LanRev and assisted in upgrading and maintenance of operating system.
- Provides extensive technical support, troubleshooting and diagnosing software, hardware and enterprise level
applications.
- Create, configure, maintain and delete network printers.
- Strong knowledge of IP printing configurations, static and reserved IP addresses with-in an enterprise network.
- Assists with records management and maintaining control over government furnished equipment.
- Sort, Tag, and Inventory PCs and monitors and printers.
- Service Now ticket tracking.
- Process lease-end equipment with surplus of various technology items and computer equipment.
- Creates and updates SOP documentation.
- Create User Accounts in AD, Exchange /Office Mailboxes, MS Lync Accounts, and Avaya Phone account and message box set up.
- Supported users in person, over the phone and using remote desktop tools.
Randstad, UMUC, Largo, MD
July to October
Help Desk Analyst
- Provide first level support for all Technical Support issues. Ensure high quality customer service to all Customer Care Center customers on all supported network configurations, hardware, and standard operating environments.
- Provide accessible, courteous, quality and responsive Level I Help Desk support to all Customer Care Center customers.
- Respond to customer calls, e-mails, v-mails or other contacts to the Customer Care Center and resolve customer problems.
- Monitor and keep customers informed of the status open tickets.
- Document and track all issues thoroughly in Salesforce to make certain that all issues are addressed within appropriate timeframes.
- Maintain extensive knowledge of Customer Care Center Policies and Procedures
Experis, IMF, Washington DC
February to March
iPad Refresh Technician
- Providing exceptional customer service in an enterprise environment deploying iPads.
- Assisting end users with initial setup of new iPad.
- Troubleshooting issues with transfer of end user information from old iPad to new iPad.
- Assisting end users with tier iPhone issues.
- Assisted senior technicians in asset management.
Ricoh Americas Corp, St. Agnes Hospital, Baltimore, MD
July to January
On-Site Technician
- Provide quality service to over , end users on-site and off-site.
- Create and respond to Service Now incident ticket requests as a First Responder.
- Assisted network team with tier network connectivity issues.
- Troubleshoot software compatibility issues in a Windows Vista/ environment.
- Install software on PC’s and laptops for end users on and off site.
- Repair printers for immediate use or spares.
- Replace toners in printers.
- Support over , PC’s, printers and specialty machines.
- Modify and/or enhance existing operating procedures.
Grammont Worldwide LLC, Washington, DC
July to December
Administrative Assistant
- Handled technical troubleshooting within an enterprise environment, including system crashes, system latencies and data recoveries.
- Created websites for consumers and assisted in the general upkeep of company websites.
- Developed new sales relationships to increase business volume.
- Brought in new customers while retaining existing ones.
- Researched potential clients.
EDUCATION:
University of Maryland University College, January – May - Computer Networking & Cyber security
Prince George’s Community College, May – Jan - General Studies
