KENYA NICHOLS-HODOH

EXPERIENCE

Customer service
Help desk experience
Technical support
Strong experience in problem diagnosis and troubleshooting
Technical documentation

EDUCATION 

University of Memphis, Memphis, TN
B.B.A. - Management Information Systems
Expected graduation date - May 2009
GPA 3.0/4.0

Southwest Tennessee Community College, Memphis, TN
A.A.S, Information Technology - Communications and Networking, April 2004
Honors: Dean’s List 

Southeast College of Technology, Memphis, TN
A.S. IT - Computer Information Systems, April 2000
Honors:  President’s List, Deans List 
Member - Alpha Beta Gamma, Alpha Beta Kappa Honor Society, 2000 - 2004

WORK EXPERIENCE 

SOLECTRON/FLEXTRONICS, Memphis, TN 					June 2007 - May 2008
Computer Technician

Diagnose notebook problems
Troubleshoot and recommend solutions
Order parts necessary to fix problem descriptions
Repair and or rebuild Dell notebooks
Provided assistance and advice to users, interpreting problems and providing
technical support for hardware. 
Provide technical documentation for technical repair and services




Harrah’s Entertainment, Memphis, TN					2005-2006
Helpdesk Technician

Capable of extracting data from one platform to another
Installed/modified repaired microcomputer hardware/software systems and provided
technical assistance/training to system users
Diagnosed system hardware, software and operator problems and recommended or
performed minor actions to correct the problems
Provided assistance and advice to users, interpreting problems and providing
technical support for hardware, software, and systems. 
Helping the organization realize the maximum benefit from its investment,
personnel, and business processes

Hilton Hotels Corporation, Memphis, TN				May 2005 - August 2006
HSIA Guest Support Specialist
 
Provide prompt resolution of customer inquiry
Troubleshoot routine problems with installation and configuration solutions 
Apply skills for retention in an evolving world of technology.
Bypass authentication and adding and deleting users on the gateway
Configure proxy settings

University of Memphis, Memphis, TN   				January 2005 - May 2005
Information Systems Helpdesk/PC Technician
Helpdesk Agent/IT Support Team Member 

Remedy & STS helpdesk ticket software experience
RODP (Regents on-line Degree program) Helpdesk Agent. 
Connectivity issues (SMTP, DHCP TCP/IP).
Network Connections LAN, WAN technologies.	

CERTIFICATIONS

MOS Certified
Dell Certified