Whitney A. DeJesus-Holloway

- Until

• Coordinates Audio/Video Conference calls to all video conference rooms throughout offices to include testing

and connecting calls from outside clients and working through compatibility issues.

• Analyze/resolve problems with desktop/laptop hardware, OS, anti-virus, malware and applications software.

• Assist laptop users with remote access services, such as the use of remote desktop and VPN access and assist

with wireless connectivity issues.

Troubleshooting application issues including Windows XP, MS Office, Lotus Notes, iManage and Blackberry. And

hardware issues involving IBM desktops and laptops, Apple products and Blackberry devices.

● Daily responsibilities include responding to incoming calls, diagnosing and resolving user problems, escalating

calls to next level of service as necessary and following up with users to ensure successful problem resolution.

Supporting all hardware, software, and mobile technology issues in a 50% mac and 50% PC

environment by providing deskside and remote assistance

● Support technician for C-level executives

● Providing technical advice/training to employees/associates

● Documenting operational processes within a technology environment

● Maintaining and replenishing IT inventory for 3 corporate locations

Working on a project team to streamline processes/support tasks of a high profile and complex

Active Directory Exchange migration

● Providing desktop support, troubleshooting and general technical assistance to the user community

● Solutioning resolutions to issues in a fast paced environment by being first point of contact

● Regular correspondence with the Project and relevant BAU teams, including providing updates when required

Tiffany Co

● Answering requests to support the end users in a dynamic atmosphere in order to keep the flow of the warehouse moving

● Supporting desktops, laptops, printers, and onsite proprietary picking system

● Learning, maintaining and resolving robotic picking KiSoft application

Provided support and assistance to showroom, field personnel and roaming office personnel for PC

hardware, software, printers, and network connectivity

● Assisted personnel through routine desk side support as well as over the phone and remote

instruction

● Imaged and deployed new laptops, PCs, printers and other standard hardware and software to the company office and personnel at any remote office

● Traveled to multiple showroom locations to lead IT support team during market seasons

● Working knowledge of Windows XP, 7, 8/8.1, Mac, Android and IOS operating systems

● Experience working with vendors such as Cisco, Lenovo, Dell, Epson, Samsung and Apple

● Ability to communicate technical concepts to non-technical audience

Hope College

Holland, MI 2007-2009