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<pre>Array ( [var] => cut_url ) </pre> Resume for Fernanda M. for Other in Enfield, Connecticut. Search More Resumes for Other on Resumark.com #9LEKON73T
 

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Resume for Fernanda M. for Other in Enfield, Connecticut




Occupation: Other Industry:
Country: United States City: Enfield
State: Connecticut ZIP: 06082



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I’m not just a worker, I’m a true value to the company. 

Why do I say this? 

. I’m reliable. 

Being on time means I’m there to serve the customers and get the work done. Happy customers equal more business! 

"Fernanda is very motivated in taking complete charge and makes herself and her team personally accountable for delivering fabulous results." Srividya Ariyur ,LAN Analyst, Deloitte 

. I’m fast. 

You don’t have to waste a lot of time training me. I learn quickly and pay attention. 

"Fernanda is a very diligent and focused problem solver. She commits % to resolve matters that keep people from being productive." Srividya Ariyur, LAN Analyst, Deloitte 

. I’m not above anyone or anything. 

Customers like me because I talk to them on their level. I’m empathetic and I can relate to them. I make them feel comfortable and keep them coming back.  
 

Am I who you are looking for?

I’m different from most people. I go to work because I care and I want to make a difference. I want to bring my dedication and creativity to a company who will appreciate a person with my talents. Give me a try, I would love to talk to you. 

Experience

Help Desk Analyst            //

CBS Help Desk / Global Help Desk Services, Inc., Hartford CT

  • Provide  professional level and level technical support for over , CBS employees in the US, Puerto Rico, Mexico, Canada and Europe using Windows VISTA/XP/
  • Triage upport issues for IT and Telecommunications to appropriate onsite staff.
  • Problem solve and provide user training in PCbased applications using Timbuktu and WebEx.
  • Work closely with onsite IT staff at remote locations to resolve end user support issues.
  • Process end user requests via email, voice mail and live telephone calls.
  • Reset passwords, create and modify user information using Active Directory.
  • Assist in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction to each customer.
  •  
     
     
     

    Help Desk Team Lead //

    Buchanan Associates, Mississauga, ON

  • Responsible for managing ACD statistics total talk time, abandonment rate,  dropped calls, hold time, and average answer time.
  • Create training and certification plan for help desk staff.
  • Generate, analyze and present weekly reports to manager regarding stats for help desk.
  • Serve as nd level support when needed
  • Participate in weekly meetings with off site client via teleconferencing
  • Responsible for updating and maintaining of help documentation for entire help desk.
  •  
     

    Desktop, st & nd Level Support ScheringPlough Canada //

    Metafore Computers, Mississauga, ON

  • Install, configure, setup and test Client PC software on the Desktops and Laptops.
  • Assist PC/Lan Userslocal and remote in resolving day to day problems and document every incident for future reference.
  • Develop procedures, policies and guidelines for PC users.
  • Maintain, install, configure, test Local Area Network.
  • Act as backup AS/ operator as required.
  • As only local IT support person, responsible for purchasing decisions for IT department.
  •  
     

    Desktop, nd Level Support Ericsson Canada //

    GEAC Computers, Mississauga, ON
  • Provide technical support in a desktop and help desk troubleshooting capacity for Windows , NT & Operating Systems.
  • Troubleshoot all system problems including configurations, network connections and printing for users.
  • Perform Service Call Tracking for each service call using Remedy.
  • Ensure that all calls are acknowledged, returned and followed up within an appropriate time frame and according to priorities assigned to each.
  • Resolve or escalate each service call within an appropriate time frame or within the agreed Service Response Time set out in the SLA.
  •  
     

    IT Dispatcher //

    Deloitte, Mississauga, ON
  • Organize, prioritize, and dispatch all technical service requests.
  • Monitor and organize the support calls using Remedy reporting software.
  • Manage the scheduling of all Greater Toronto Area loaner items.
  • Document and maintain Greater Toronto Area IT forms.
  • Train IT Analysts on the Dispatch function.
  • Escalate issues to Management in a timely manner.
  • Liaise with all IT groups to update tickets in order to resolve technical issues.
  •  
     
     

    Teaching Assistant / /

    Trios College of Information Technology, Mississauga, ON
  • Provide oneonone or group assistance to students helping them to understand concepts about networking and NT.
  • Responsible for managing and maintaining study lab consisting of a network of computers.
  • Meet with students to discuss academic progress.
  • Maintain weekly reports and student action plans.
  •  

    Education

    Asnuntuck Community College, Enfield, CT

    Associates Degree, Computer Information Systems // 

    G.P.A . Index . 

    Trios College of Information Technology, Mississauga, ON 

    A+ Certification  // 

    Microsoft Certified System Engineer MCSE / / 

    Capital CommunityTechnical College, Hartford, CT //

    Computer Technology Certificate

    G.P.A. . Index .  

    Languages Fluent in English, Portuguese and Spanish.


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