IT Specialist
SHENERA YEARBY
EDUCATION & PROFESSIONAL TRAINING
Pacific Institute of Technology, Morrow, GA
Cisco CCNA - Network Administration Certificate March 2015
American InterContinental University Schaumburg, IL
Bachelor of Information Technology Concentration: Networks November 2012
American InterContinental University, Schaumburg, IL
Associate of Arts in Business Administration August 2011
PROFESSIONAL EXPERIENCE
Virtucom Inc./Ducthtown Middle School, Hampton, GA. 06/17/17- CURRENT
Application Specialist
� Install computer systems, software, peripherals, and cabling
� Respond to email and ticket requests for ticketing system
� Troubleshoot and resolve desktop issues including desktop/laptop hardware and software, hardware peripherals, and other desktop related equipment
� Communicate technical information to both technical and non-technical personnel
� Experience installing AS400
� Advanced experience with Windows OS 7 and Windows 8
Computed Generated Solutions, Dunwoody, GA 2016-2017
Tier 1 Technical Support Representative
� Provide remote support in a service desk environment
� Respond to telephone, email, and ticket requests for ticketing system
� Maintain computer networks support for Windows platform and IBM/HP Servers
� Reset user�s password using Active Directory
� Ensure VPN network connectivity for Corporate users
� Experience with RSA tokens
� Apply understanding and knowledge of information systems products and services to assist customers on technical matters
� Recognize, research, isolate and resolve information system problems
� Re-image and setup HP workstations
� Configure and troubleshoot Lexmark network printers
� Demonstrate quality communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction
Wipro, Atlanta, GA 2015-2015
Computer Support Specialists
� Offered technical support via telephone
� Troubleshoot user�s networks, equipment, software and services using remote software LogMeIn and Agent Workbench
� Provide accurate documentation of all activities using Breeze software
� Collaborate with other staff and vendor support resources to resolve issues
� Provide Excellent customer service
� De-escalate irate customer by showing empathy and patience
TECHNICAL SKILLS
Hardware: Cisco Routers and Switches, HP Switches and Netgate Router
Software: Cisco Packet Tracer, Microsoft Office Suite, LogMeIn, Bomgar
PROFESSIONAL AFFILIATIONS
Technology Association of Georgia (TAG)
SHENERA YEARBY
EDUCATION & PROFESSIONAL TRAINING
Pacific Institute of Technology, Morrow, GA
Cisco CCNA - Network Administration Certificate March 2015
American InterContinental University Schaumburg, IL
Bachelor of Information Technology Concentration: Networks November 2012
American InterContinental University, Schaumburg, IL
Associate of Arts in Business Administration August 2011
PROFESSIONAL EXPERIENCE
Virtucom Inc./Ducthtown Middle School, Hampton, GA. 06/17/17- CURRENT
Application Specialist
� Install computer systems, software, peripherals, and cabling
� Respond to email and ticket requests for ticketing system
� Troubleshoot and resolve desktop issues including desktop/laptop hardware and software, hardware peripherals, and other desktop related equipment
� Communicate technical information to both technical and non-technical personnel
� Experience installing AS400
� Advanced experience with Windows OS 7 and Windows 8
Computed Generated Solutions, Dunwoody, GA 2016-2017
Tier 1 Technical Support Representative
� Provide remote support in a service desk environment
� Respond to telephone, email, and ticket requests for ticketing system
� Maintain computer networks support for Windows platform and IBM/HP Servers
� Reset user�s password using Active Directory
� Ensure VPN network connectivity for Corporate users
� Experience with RSA tokens
� Apply understanding and knowledge of information systems products and services to assist customers on technical matters
� Recognize, research, isolate and resolve information system problems
� Re-image and setup HP workstations
� Configure and troubleshoot Lexmark network printers
� Demonstrate quality communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction
Wipro, Atlanta, GA 2015-2015
Computer Support Specialists
� Offered technical support via telephone
� Troubleshoot user�s networks, equipment, software and services using remote software LogMeIn and Agent Workbench
� Provide accurate documentation of all activities using Breeze software
� Collaborate with other staff and vendor support resources to resolve issues
� Provide Excellent customer service
� De-escalate irate customer by showing empathy and patience
TECHNICAL SKILLS
Hardware: Cisco Routers and Switches, HP Switches and Netgate Router
Software: Cisco Packet Tracer, Microsoft Office Suite, LogMeIn, Bomgar
PROFESSIONAL AFFILIATIONS
Technology Association of Georgia (TAG)