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Help Desktop Support Technician

Lillian Kitulu has over 15 years of experience providing tier 1 technical support. She has a background in help desk support, troubleshooting, and resolving issues for end users. Her skills include supporting Windows, Microsoft server, hardware, printers, and networking. She is currently pursuing her MCSA certification.

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207 views3 pages

Help Desktop Support Technician

Lillian Kitulu has over 15 years of experience providing tier 1 technical support. She has a background in help desk support, troubleshooting, and resolving issues for end users. Her skills include supporting Windows, Microsoft server, hardware, printers, and networking. She is currently pursuing her MCSA certification.

Uploaded by

api-121438519
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as TXT, PDF, TXT or read online on Scribd
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Lillian M. Kitulu 2116 Yager Dr Apt# F Charlotte, N.C 28273 C-(704) 453-1304 lk1368afe@westpost.

net OBJECTIVE A skilled help desk support technician with over 4 years of experience in techni cal call center operations. Provides PC and Client/Server; diagnoses, troublesho ots and resolves client issues; hardware maintenance, software installations and upgrades. Effectively provides service by communicating with technical and nontechnical staff. _______________________________________________________________ _____EDUCATION Microsoft Certified System Administrator (MCSA) Program - Status - Still Enrolle d New Horizons Computer Learning Center Charlotte, NC Coursework: Implementing, Managing and Maintaining MS Server 2003 Network Infrastructure. Managing and Maintaining MS Server 2003. Implementing, Maintaining and Supporting Microsoft Windows XP Professional Supporting Users, Applications and Troubleshooting Windows XP Professional Subnetting Certifications: CompTIA A+ 2000 CompTIA Network+ 2009 Microsoft Certified Professional (MCP) - 2008 Microsoft Certified Desktop Technician (MCDST) 2010 Microsoft Certified System Administrator for Server 2003 (MCSA) In Progress ____________________________________________________________________Bachelor of Science in Computer Information Systems Strayer University, Charlotte, NC June 2005 ____________________________________________________________________ PROFESSIONAL EXPERIENCE SprintNextel Charlotte, NC 01/0 1/ 2007 - To-Date Technical Help Desk Support *Handles computer related user issues in the same building and from users across the company enterprise in a call centre set-up. *iagnoses the user's problem to correctly establish if issue is software, modem, cable, computer hardware, printer or the user's internet connection and also ve rify source or type of error. *tilizes company internal website, user manuals or database of procedures to hel p with the issues diagnosis. *Installs computer operating system software, application, and peripheral equipm ents utilizing manual requirement. *Log calls with a description of the issue and action taken, if issue is unresol ved, escalates to the next senior team members for more complex problems, which require specialized knowledge or advanced training to handle. *Archives call logs in database for other IT staffers to refer to problems. *If a user's problem requires repair or the replacement of the hardware parts; o rganizes in a timely manner an alternative remedy while issue is being resolved. *Responsible for assisting computer users with troubleshooting, repairs and othe r device issues. *Either deals exclusively with a particular piece of software issue or a variety

of computer problems. *Resolves telephone call issues from users having problems using computer softwa re and hardware or inquiring how to use specific software, such as statistical, graphics, data base, printing, word processing, programming languages, electroni c mail, and operating systems. SprintNextel Wireless Technical Support Herndon, VA 04/16/2001- 12/30/2006

*Provided Tier I technical help desk supporting end users with troubleshooting a nd repair of personal computers, modems, laptops, PDAs, Smart Phones, windows co mputers, and general wireless devices. *Upgraded and flashed firmware, handled downloading and software installation on devices. *Tested and supported new products and service launches (e.g. e-mail, wireless w eb). *Activated wireless devices and trouble-shooted web connection and text messagin g issues *Assisted customers with billing issues, plan set up, and device programming. PC and Beyond Langley Park, MD Help Desk Software Support 01/01/2000 - 04/15/ 2001

*Provided technical support for in house end users and technical service agents *Created end user trouble tickets using Remedy *Managed and troubleshot end user PC issues including Configuring PC Peripherals . *General network connectivity issues, resolution and escalations. *Computer Systems, Hardware, Help Desk Operations, Networking, Security, and So ftware support. *Troubleshooting Process, Troubleshooting Process. *Supported windows 9x, Windows NT, Windows 2000 AND Windows XP (Home and Profess ional) *Provided onsite software training at customer locations *Provided support, assistance with system migrations, development, upgrades, and installations. *pported HP and Dell Printers and Workstations *Setup and added users for VPN ___________________________________________________________________ TECHNICAL SKILL SET Operating Systems: Microsoft Windows 9X, NT,2000, XP Home/Professional Microsoft Server 2000 and 2003 Hardware: General PC troubleshooting, upgrade, repair HP Printers, Scanners and PCs Dell and Toshiba PCs Applications: Microsoft Office Suite 97-2003 Premier, Precedent 2000, CSM, sview, Clarify, Wizard, KMS, CST, ClickIt, Knowledge Agent,I.E, VPN for Remote Users Database: Oracle, SQL, Access Programming Languages: Visual Basic, C, C++, Java, Python, HTML

Other: Certified Boundary & Regression Testing

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