miguel littlejohn - 2015 rev

Miguel Littlejohn 3501 Fincher Blvd.Charlotte, NC 28262

786-683-6220E-mail: [email protected]

Career Objective:

To begin my career as a technical, helpdesk, or production support specialist leveraging training and 5+ years of experience in building, installing, and maintaining PC and Mac computer systems. I welcome the opportunity to act as a primary interface to business users for all IT support issues, but I am also well qualified to provide back end, Tier 2 and 3 internet technology support.

Qualifications Summary:

A well-organized business professional with the ability to work in a fast-paced, multi-tasking technical or administrative environment. A results oriented worker with an enthusiastic attitude and an aptitude for learning.

Professional phone and email etiquette with timely responses and a strong focus on customer service Success with timely delivery of customer solutions Expert in the installation of computers and additional hardware including printers Expert in desktop troubleshooting and support – operating systems and software VPN / Remote desktop support – knowledgeable on Windows, OSX systems and application configuration Advanced skills in computer hardware testing, repair, and network connectivity support Familiar with work order / work authorization systems and processes Exceptional interpersonal and communication skills – Bilingual (Spanish & English) Ability to explain technical concepts to non technical audiences Skilled at identification of best practices for future PC maintenance and performance Able to work well independently or as part of a collaborative team Proficient in Microsoft Office applications (word, excel, power point, etc) Experience being a beta tester for Vista, Windows 7, Windows 8, and Mac OSX

Professional Experience:

ACN Oct. 2015 – Feb. 2016Provisioning Agent

Provisioning Identify and confirm the customers issues Follow the prescribed Scope of Support for TS Technicians for VoIP, DSL, and Local/Long wireline Along with inbound calls; assist customers through various communication methods (such as chat and SMS) Specific knowledge of VoIP, SIP, DSL, Home Networking, and PC Support Good troubleshooting and problem solving skills Thorough understanding of the Windows Operating Systems (95/98/NT/2000/XP/Vista/7/8/10)

TIAA-Cref Oct. 2014 – Aug. 2015Service Desk Technician

Service Desk Strong customer service skills Windows Support, MS Office/Lync, Active Directory, Tivoli, SharePoint, Data Encryption, and VPN Support Maintain, repair, and service client technology and devices



Apple OSX and iOS Support Password Management Good For Enterprise/Mobile Support

Apple Inc. Jul. 2014 – Sep. 2014Data Center NOC Technician

NOC Server Management AIX, LINUX Server Management/Maintanence Prioirty Ticket Handling

Carolinas Healthcare System 2013 – 2014Computer upgrade - Installation technician – 6 month contract

Initiated, tracked, completed, and closed work orders for installation and repair of technology equipment Provided post installation support for any equipment installed Provided technical expertise to support customer services efforts - researching customer issues and concerns Assisted users with trouble shooting and remediation of break/fix issues - following escalation processes as

needed Maintained current knowledge of relevant technology as needed to support the rollout project

Best Buy – Geek Squad Jun. 2010 – Jun. 2014Certified Operations Business Certification

CIA Geek Squad Agent (Promoted from Customer Specialist) Assist customers that have challenges using their technology – Determine root cause analysis Work with the sales team explaining services and technology to help them achieve their business goals Provide professional, courteous, and knowledgeable customer service in person, by phone or via email Maintain, repair, and service client technology and devices

Customer Specialist (Promoted from Cashier) Engage customers using selling skills to help them find solutions to their current technology challenges Facilitate a variety of transactions and customer interactions including returns, exchanges, trade-ins,

recycling, defective products, and repair questions.Cashier

Process customer purchases, including targeted offerings Ensure that customers had a quality end user experience in the store

Education:

Central Piedmont Community College Charlotte, NCPursuing associate degree in Computer Engineering

New Technology High School at Garinger Charlotte, NCGraduated – 2011 (finished all classes 6 months early)

Perfect attendance award (all 4 years) Teacher assistant in all classes / maintained teachers laptops - 12 th grade



Installed smart boards at the school / helped to maintain and upgrade all school computers Audio coordinator 11th – 12th grade year Student council – 11th – 12th grade year Fast Track participant Volunteered at elementary schools – proctored EOG exams

Interests:

Advance knowledge in the field of Computer Engineering Obtain associates degree and certifications that will further my career Disc jockey enthusiast

References:

Venita Walker (former supervisor) 704-988-3877 Patricia Sottilo (personal) 704-941- 9251

miguel littlejohn - 2015 rev

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