raquel brinson

Participated in A+ Exam Development Workshop with other Subject Matter Experts. (CompTIA subject matter experts are individuals who are deemed qualified to represent specific CompTIA certifications based on relevant and strong expertise, knowledge and experience in particular areas. The purpose of SMEs is to assist in the development phases of CompTIA’s certification exams.)

Providing rides for passengers throughout the Chicagoland area and local suburbs.

* Diagnosing and resolve software and hardware incidents, including operating systems and across a range of software applications. * Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary. * Installing and configuring new IT equipment * Resolving incidents and upgrading different types of software and hardware, printers, copiers and scanners. * Maintaining a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

Tested network connectivity for Shoppertrak proprietary equipment. Reviewed video to test equipment accuracy. Changed IP addressing if necessary on Shoppertrak equipment. Confirmed MAC addressing for network connectivity.

* Created and received various vulnerability reports from other members of the Security team for remediation. Remediated vulnerabilities at each user’s desktop or by using SCCM client. * Using SCCM client to install operating systems, software, patches, configurations, and updates to as many users as required. Active Directory used to reset passwords, setting log on hours, managing accounts, memberships, and accessibility to improve network security. * Upgrading and configuring system software applications per individual users’ requirements. * Imagining and configuring new desktop/laptops. Adding additional memory as required. * Maintaining data center environment and keeping inventory of equipment received by the team. * Provided desktop support per user request to remediate user issues with hardware or software.

Assist as initial point of contact for phone calls and emails from staff regarding IT issues and queries. Review log, distribute, take ownership and manage IT issues and queries using the ChangeGear system. 1st and 2nd line support troubleshooting of IT related problems from in-house software to hardware such as Blackberry's, laptops, PC's and printers. Take ownership of users problems and follow up with the status of problems on behalf of the users and communicate progress in a timely manner. Basic Active Directory knowledge such as resetting passwords and membership permissions.

* Provided customer service support to Ace Hardware vendors, staff and customers * Directed issues to the correct department while creating documentation of the issue and reporting open cases to management if necessary * Reset computer passwords for various systems when needed along with providing vendors with copies of invoices as requested * Assisting customers with questions about Ace Hardware locations * Answering voicemails and e-mails when required

* Provided customer service support to Redbox customers calling with questions or issues with services rendered * Directed open cases to management if necessary * Interfaced with IT, Store Operations, and/or vendor staff to resolve system and service issues * Answering voicemails and emails when required

* Provided technical support remotely for employees accessing Citrix servers * Used Remedy system to create, update, and close help request for employees * Rebuilt, repaired, and updated users profiles on Citrix servers * Active Directory used to reset passwords, confirm membership and employee location * Assisted users with VPN issues from home trying to access Citrix * Imagining and configuring new desktop/laptops for new hires and current employees * Assisted users gaining access to shared folders, printers, and faxing * Provided desktop support per user request to remediate user issues with accessing outside organizations portals * Hardware/Software installation and replacement * Purchasing new hardware for new and current employees * Adobe Enterprise Desktop Administrator * IBM/Lenovo and Microsoft Warranty replacement experience