CHARISSE L. COLLINS
 
35560 Grand River Ave #351, Farmington Hills, MI 48335  [Send email to request phone number] 46-8599
[Send email using form at bottom] 

 BREAK-FIX/ INSTALLATION TECHNICIAN/ TIER ONE & TWO TECHNICAL SUPPORT - HELP
DESK TECHNICIAN
 
SUMMARY OF QUALIFICATIONS/ACHIEVEMENTS
Experienced and knowledgeable Information Technology Professional seeking to
contribute training and acquired skills within a Tier One Technical Support
and/or Help Desk role.  Work well independently, or in a group setting providing
all facets of computer support such as troubleshooting, installations, and
maintenance.  In-depth knowledge and understanding of numerous software packages
and operating systems.  Skilled in providing Customer and End-User Help Desk
Support.  Easily identify and resolve technical issues and concerns.  Excellent
communication and presentation capabilities.
SKILLS
Retooling and retrofitting older PCs installing internal devices, NIC, hard
drives, floppy drives, and CD-ROM drives 
Networking printers (local, network and mainframe. 
Troubleshooting software problems and hardware problems. 
Familiar with TCP/IP and OSI stacks; 
routing protocols: RIP, EIGRIP, IGRIP, OSPF, ISIS, TCP, and UDP 
Microsoft Office 2003, Windows 98, ME, NT 4.0, 2000, XP, 2003 Server
C+/C++/C#/C++ OOP Java and Java applets, JavaScript Visual Basic, Visual
Studio.NET 
Configuration (TCP/IP, DHCP), basic subnetting 
PeopleSoft, Microsoft Active Directory, Microsoft Foundation, SQL Server, Oracle
9.i 
Blackberry and Citrix Administration
Working with remotely anywhere and Logmein remote control systems
EDUCATION & CERTIFICATIONS


Focus: HOPE, Informational Technologies Center Detroit, MI 
Pursuing MCSA Microsoft Certified Systems Administrator 7/2005 – 10/2007

Remington College Maple Heights, OH 
Associate of Applied Science in Computer Information Systems 10/2002 

Microsoft Certified Professional (MCP) 
CompTIA A+ Certified 
Customer Service Certified Business Professional 
Microsoft Office Specialist - Excel 2003 
  


Professional Experience


TechTeam Global - Southfield, Michigan (May 2006 – Mar 2009) 
Technical Support Representative 
Office Depot Project
Assist with the overall smooth flow of the desk by performing some of the
following
The evening and weekend Resource
Assisting on the TLOD (Team Leader on Duty) station
Track of issues on the floor, answer the emergency phone
Post flash messages
Page on call 2ne level teams during critical processes
Manage retail store networks and servers. 
Troubleshooting analysis with Windows XP and 2000. 
Remote OS installation using Norton Symantec Ghost. 
Remote accessing retail, field locations, and corporate employees. 
Basic Microsoft Active Directory, Computers and Users administration. 
Provide support for over 700 laptop and Blackberry Users 
Basic blackberry server administration 
Oversee services and basic administration for Citrix users 
Basic account administration over As400 Server. 
Provided support to Lexmark, Intermec, and Xerox printers. 
Deal with vendors such as Dell, IBM, and Lexmark in order 
to expedite service on various devices that we work together to support 
Work directly with 2nd level support groups and act as a liaison between them
and customers. 


Xtime Inc. - Redwood Shores CA, March 2008-Nov 2008
Customer Service Rep
  
Provide first-level technical support as a member of the customer support team. 
This includes fielding customer calls and emails, creating FogBugz cases within
the Fogbugz ticketing system, responsible for tracking all issues in the Customer
Requests FogBugz project, and ensuring timely resolution and closure for these
cases, directly addressing issues when possible, and passing larger issues to
second-level support for resolution, agent restarts, modem resets, look at our
customer support processes with a critical eye.  Suggest changes and improvements
to management, so that we can continually evolve our systems and procedures, and
improve the overall efficiency and effectiveness of our support activities. And
escalate problems to management when necessary
. 

MurTech Consulting- Independence, Ohio Sept 2007- Nov 2007 
Consultant/Installer 
HP/Meijer project 

Install and configure all HP printers, order 
stations, and scanners into specified Meijer locations 
Image the order stations according to client standards 
Complete network configuration of all the photo lab devices 
Complete technical training of the photo lab employees 
Verify complete final functionality of all devices on the Meijer network 
Basic Break-Fix of printers and order stations according to HP standards