Carolina Rosado
Home Address 585 W Maple Street # 2E, Hazleton PA 18201
Home [Send email to request phone number] 54-8482
Email [Send email using form at bottom]
TECHNICAL SKILLS
Operating Systems and Networking - Windows 98, XP, Vista, MAC OS 9 and X
Hardware - PC upgrades and repairs, Network cabling, connectivity
troubleshooting, hard drive recoveries, component level replacements, computer
imaging and ghosting
Software - MS Office All Suites, Windows Operating System, Blackberry Desktop
Manager, Adobe Connect
Specialized Skills - Ticketing tracking systems such as Infra, Company owned-
KapTracks and Team Share, Familiar with all Internet Browsers – Mozilla Firefox,
Internet Explorer, Netscape, and Safari for MAC as well as PC, excellent at
multi-tasking, fast learner, able to handle any task or challenge
EXPERIENCE
Kaplan Test, Preparations, and Admissions, New York, NY March 2009 – Present
• liaison between the Call Center and Technology departments to maintain open
communications and support the call center
• Maintain and support Macintosh, PC, and Telecom equipment and servers
• 1st line of support to troubleshoot phone and technology issues for call
center
• Escalation to Telecom and Technology teams
• Updating call center personnel of any technology issues and progress
• Maintain homegrown business system and Automated Process servers
• Check/restore back ups
• Assist with day-to-day systems issues
• Inventory hardware and software for systems
• Update systems and procedures for Sarbanes-Oxley compliance
• Update current documents, processes and policies
Kaplan Test, Preparations, and Admissions, New York, NY May 2007 – March 2009
• Troubleshooting to an extent of Personal Computer, Laptops and MAC
• Software support for Windows 2000, XP Home and Professional, Vista, MAC OS 8,
9, 10 and X
• Provide support for a numerous of online programs offered such as GMAT, LSAT,
MCAT, NBDE, PMBR, SAT, PSAT, Instructor Support System (ISS), etc
• Troubleshoot Internet Security Software as needed
• Assist students on the phone and over email in a courteous, knowledgeable and
timely matter
• Assist Kaplan students with technical problems regarding their online course
components and CDs
• Escalate found bugs to web developers and follow up on status of bugs
• Handle LivePerson chats for the Kaplan K-12 Online products
• Participate in QA of online products and services, website copy, and site
navigation.
• Contribute to the improvement of business systems
• Monitoring and maintenance of Kaplan Business Systems and Servers
Hostos Community College – C.U.N.Y, Bronx, NY October 2008-December 2008
• Provide assistance to students with printing, copying, scanning and other
hardware trouble-shooting needs
• Provides assistance to students with computer applications, including
Microsoft Office, Adobe Creative Suite and other applications installed on the
Information Commons Pcs
• Performs routine computer and copy machine maintenance, including clearing
printer jams, replacing toner and ensuring that the needed supplies are in the
Information Commons area
• Refers students with research questions to the Reference Librarian on duty
• Provide assistance on projects as assigned
John Wiley and Sons Publishing – Hoboken, NJ Jan 2005 – Jan, 2007
• Support for E-Business manager and department in general, including phone
backup, setting up meetings, co-ordinate the ordering supplies for the
department
• Assisting in the timely processing of non-automated events such as invoicing
cash/check payments, credit card requests
• Help maintain product information files and spreadsheets
• Collect monthly reports and prepare monthly updates; preparation,
proofreading, and organization for reports and departmental files
• Maintain the e-Business training manuals and distribute when appropriate
• Assist in maintaining/updating customer query log for credit card
transactions
• Assist e-Business Service Manager in compiling data/reports in reconciling
Credit Card Company invoices
• Undertake special projects as required – collect and compile data,
spreadsheets, etc.,
Hostos Community College, Bronx, NY Sept. 1999 - June 2004
• Hands on support for Windows 98, 2000, NT and Professional
• Computer imaging and ghosting
• Printer server maintenance
• Printer set up and maintenance
• Software and hardware upgrade.
• Creating and updating inventory logs for all computer equipment
• Maintaining backup tapes and logs for Windows NT Servers
• Providing equipment needed by teaches and other faculty members.
• Server maintenance, LAN Networking
• Tutoring Students in Technology Workshops
• Helping students and faculty with any equipment problems in the Computer
Laboratories
• Helping faculty members with problems concerning computers
• Answering phones, data entry, filing and managing the work of College Work
Study students
EDUCATION
Kaplan University
Master of Business Administration
M.B.A March 2008
Herbert Lehman College - CU NY
Major: Computer Information System
B.S. June 2005 |
