Victoria Lynn Guido				
[Send email using form at bottom]
6070 Manor Ln, LaPlata MD, 20646
240-210-2690

Objective 
IT Consultant, Project Manager

Experience
Technical Support Analyst, January 2009-Current
	Ameritas Investment Corpration, Bethesda, MD 20814
- Provide user support and solutions for the broker/dealer email platform while
managing a high call volume in a proficient manner 
- Audit email provider invoices based on researching information from CAESER
datasystems and email platform archival data.
- Project manager for email platform transition from Liveoffice to Smarsh
working with representatives and technology support teams to establish hosting
services for archived and non-archived email accounts for the broker/dealer
- Develop new website and resolve data entry issues on Salesforce.com working
with a small team of technicians, managers, and analysts
- Resolve data entry issues with Albridge data aggregation systems, including
manually updating accounts and mapping  accounts to the appropriate
representatives
- Quality response time and problem solving skills expressed by receipt of three
'kudos' letters and a pay increase as an employee retainment incentive.

Helpdesk Technician, April 2007-September 2009
	Office of Academic Computing Services, College Park, MD 20740
- Provided first level helpdesk troubleshooting by phone, and resolution of
client incidents regarding workstation hardware and software, includes but not
limited to all Microsoft products, custom in-house applications, and associated
services. 
- Routed and monitored service requests to appropriate senior level team members
or support departments when level-one resolution is not possible. 
- Logged detailed description of all incidents and resolutions in call-tracking
software. 
-Wrote technical instructions for installations of custom laptop
configurations.
-Installed custom configurations for Dell PC's, IBM, Dell, and Compaq laptops.
- Assisted in managing computer lab technology updates and installations.
- High quality customer service expressed by maximum potential pay increases
basd on performance reviews.

Education
B.S. in Economics, May 2009
	University of Maryland, College park, MD 20740
	GPA 3.17 (overall), 3.5 (in major)

M.S. and M.B.A. in IT Project Management, expected May 2012
	University of Maryland University College, College park, MD 20740