Kat Black Email & Phone Number

1st level technical support; VNC and Remote Desktop Connection applicationsResolution rate averaging 80% and decrease in repeat callsCA Service Desk ticketing system and CA Knowledge ToolsRumba, Dejawint, and Putty/Bravo emulators; manage accounts and printer functionalityNovell iManager and Zenworks Configuration Management v11Windows Active Directory; file/print share permissionsWindows XP and 7 OS’s, Outlook, Clarity, and MS OfficeSupport wireless devices; Smartphones and mi-fi/air cards.Multi-line ACD phone systemITIL Incident Management process owner; documentation; key performance indicators; process roles/ responsibilitiesProcessed $2500 average monthly department purchasesHardware/software/peripheral troubleshooting and replacement for Dell and HP pc's and laptops

Interviewed and recommended candidates who met all minimum qualifications.Conducted potential candidate reference and educational degree verification checks.Wrote detailed candidate reference and degree verification reports.

Taught small groups of 10-15 employees how to use proprietary college software.Utilized Microsoft Publisher to create fliers, banners, and other marketing materials promoting upcoming events and informing the public about available services.Performed an excess of 150 career information presentations and job fairs in the community.Interviewed, hired, trained, and established work schedules for section staff.Supervised and mentored staff of 3 by overseeing their daily activities and progress.Provided expenditure information to assist in determining budgetary needs.Researched, catalogued, and maintained a 500+ books, videos, and articles library of career and college resources.

Trained proprietors on Quickbooks and MS Office software applications.Reduced problems in computer software and hardware by utilizing extensive problem solving and critical thinking skills.Established e-mail and ISP accounts to facilitate new user training and usage.

Bas, Technology Management

Aa, General Education

As, Computer Systems Analyis - Office Management

Education record