◆ Provide exceptional customer service while supporting more than 10 end users ◆ Ensure quick and successful problem resolution by phone and email for all users ◆ Maintain Microsoft SBS server, including backups, system updates and user changes; manage Exchange 2007 sever for email to ensure optimum system availability ◆ Respond to daily and constant awareness tasks concerning system status and maintenance functions, including server errors, printer operation, software implementation, phone system troubleshooting and related issues and problems to increase corporate efficiency ◆ Successfully troubleshoot and develop innovative solutions to address user interaction and system performance issues ◆ Provide technical assistance and training to system users as needed to ensure optimum end-user productivity ◆ Respond to user requests for assistance in a timely manner, handling routine technical matters while seeking guidance from senior IT staff ◆ Deploy, maintain and upgrade personal computer and network hardware, software and peripherals to increase end-user efficiency ◆ Diagnose hardware, software and system user problems, take remedial action and recommend procedural changes to minimize system downtime ◆ Load and configure operating systems and applications including word processing, database and spreadsheet programs to increase end-user productivity ◆ Effectively manage annual PSAid Contest set up, management and outreach, including extensive collaboration with CIDI’s web host and PR/media vendors ◆ Document troubleshooting steps taken and provide information to 2nd level support when needed ◆ Greatly increase end user productivity by decreasing down time by more than 30% ◆ Improve stability and performance of system and networks ◆ Provide Tier 1 and 2 help desk troubleshooting assistance, using Zendesk software for ticket logging ◆ Provide a high level client support for computer and laptop end-users

◆ Utilized extensive technical skills to perform troubleshooting and repair on iOS devices and all Apple Computer models ◆ Provided exceptional customer support at the Apple Genius Bar, including hardware and software troubleshooting, averaging 89% customer satisfaction ratings, which ranked in the top 3% ◆ Supported Mac owners with one-hour personal training sessions on using Apple products to increase owner proficiency and satisfaction ◆ Administered accounts, troubleshoot issues, and install software and hardware with strict attention to detail ◆ Performed all network connections and configurations and user training to ensure optimum customer satisfaction ◆ Interacted with departmental faculty and staff in a courteous and professional manner ◆ Mentored and trained new hires to increase employee proficiency and customer service skills

◆ Created consumer packaging using PMS and four-color processing; prepared designs for photo shoots ◆ Communicated corporate identity through design of logo and collateral ◆ Designed materials for political campaigns, proven to be highly effective marketing presentations by vote increase ◆ Gwendolyn Drake for State Representative (D- Ill.) ◆ Kasim Reed for Mayor (D- GA) ◆ Worked closely with clients to conceive designs, create vision, and meet requirements and deadlines ◆Managed all strategic, financial, and operation functions in addition to staffing

◆ Created various print materials for mass distribution including posters, billboards, newsletters, brochures, and handbills ◆ Effectively translated subject matter into solid design for promotional materials, sales collateral, newsletters, etc. ◆ Produced design theme and graphics for sales and marketing presentations, as well as corporate websites ◆ Collaborated with creative team and other departments to produce computer-generated artwork for promotional and marketing materials, increasing sale 89%

Market Microsoft Products as a Campus Rep