Resume_NatalieSWilson
Natalie Wilson
PROFESSIONAL SUMMARY
Energetic and adaptable Support Technician who has approximately 5 years of technical customer service experience, which is enhanced by formal training at the tertiary level. I am very passionate about team building, learning, teaching and enhancing human way of life through Information Technology!
SKILLS
� Microsoft Windows Server 2012 & 2016 Administration
� Microsoft Remote Desktop Services
� Microsoft Active Directory
� Microsoft XP,7-10
� HTML,PHP, SQL � Microsoft Visual Basic
� Adobe Dreamweaver
� Vmware (Workststion & vSphere)
� Microsoft Office 2010-2018
� Microsoft Sharepoint 2013
� TeamViewer (Business,Premium & Corporate)
WORK HISTORY
DATA RESEARCHER (REMOTE) 04/2018 to CURRENT
LeadGenius, Inc. | Berkeley, CA
� Collaborated with team members and managers using the company's virtual work-spaces.
� Performed lead generation using online documentation, search engines, professional websites, tools and add-ons.
� Performed lead enrichment by updating existing,outdated and poorly formatted entries.
� Executed data analysis on existing leads from the database.
� Utilized productivity tools such as Google Docs, Google Spreadsheet, MS Office and messaging apps (e.g Skype and Hipchat).
FTTH TIER 1 TECHNICAL SUPPORT TECHNICIAN 09/2016 to CURRENT
Digicel | Port of Spain, Port of Spain Corporation
� Managed technical calls from residential and small business (SOHO) customers.
� Remained up-to-date on the latest solutions applicable to HSI, VoIp,IPTV and GSM technologies
� Used ticketing and CRM systems to manage and process actions taken in accordance with the SVL agreement..
� Provided network monitoring support through regional NOC escalations where necessary.
� Remotely resolved Tier 1 and Tier 2 escalations from other departments, merchants and social media.
� Utilized Remote Support tools including BroadSoft,U2000 Network Management System, UMS, Dispatchlogix, EOC, TR69 and Minsatt.
IT EDUCATION CONSULTANT 03/2015 to 06/2016
Glasswing International | San Salvador, San Salvador
� Spearheaded the implementation of the Samsung Smart School Lab at Lakshmi Girl's Secondary.
� Maintained a schedule of at least 30 class per week.
� Prepared and delivered additional platform training workshops for teachers, parents and administrators.
� Troubleshoot and/or escalated technical problems with Tablets,Laptops, Network and other lab equipment.
� Developed solution strategies and evaluated opportunities for new uses of the software.
� Provided remote support/assistance to other consultants in the Caribbean.
� Performed one-on-one user consultation for teachers of various subject areas.
APPLICATION SUPPORT OFFICER 06/2014 to 08/2014
Ministry Of Health | Port of Spain, Port of Spain Corporation
� Provided remote and/or on-site technical support and issue management for various software and web based solutions.
� Provided content management for the intranet and public websites.
� Created data mining and analysis reports using Pentaho.
� Implemented upgrades and/or installations of software solutions via site visits.
� Managed the documentation of existing IT Solutions which included the creation of Service Maps.
� Created training materials and user manuals for Pentaho and other tailored VB applications.
INFORMATION TECHNOLOGY ASSISTANT 09/2012 to 11/2013
On The Job Training Programme West Regional Office | Port of Spain, Port of Spain Corporation
� Pioneered Help Desk support services for teachers and students participating in the ECAL program. This included hardware, application and operating system troubleshooting and maintenance.
� Ensured network, system and data availability through preventative maintenance and upgrades. This included the execution of Windows Server administrative tasks and the configuration switches,routers and physical cabling.
� Streamlined end user peripheral and data recovery support
�Integrated new users by creating AD profiles, provisioning devices and providing training.
EDUCATION
Bachelor of Science | Information Systems Management 2018
UWI School Of Business & Applied Studies Ltd., Port of Spain, San Juan-Laventille Regional Corporation
Associate of Science | Information Systems Management 2012
UWI School Of Business & Applied Studies Ltd., Port of Spain, San Juan-Laventille Regional Corporation
ACCOMPLISHMENTS
Technical Support
� Received Top-Agent recognition Trinidad market, July-September 2017
� Promoted to Barbados FTTH Market, October 2017- Present
� Provided remote support to non-native speakers
Technical Training
� Trained over 500 students and teachers to use the Samsung Smart School software and lab independently within less than a year.
� Created easy to use documentation that was hosted on the intranet.
CERTIFICATIONS
� Effective Leadership (HP Learning), March,2018
� Technical Support Fundamentals,(Coursera/Google) October 2018
� Server+, Anticipated Completion January 2018
� Fundamentals of Project Management (Allison Learning), July 2013
Natalie Wilson
PROFESSIONAL SUMMARY
Energetic and adaptable Support Technician who has approximately 5 years of technical customer service experience, which is enhanced by formal training at the tertiary level. I am very passionate about team building, learning, teaching and enhancing human way of life through Information Technology!
SKILLS
� Microsoft Windows Server 2012 & 2016 Administration
� Microsoft Remote Desktop Services
� Microsoft Active Directory
� Microsoft XP,7-10
� HTML,PHP, SQL � Microsoft Visual Basic
� Adobe Dreamweaver
� Vmware (Workststion & vSphere)
� Microsoft Office 2010-2018
� Microsoft Sharepoint 2013
� TeamViewer (Business,Premium & Corporate)
WORK HISTORY
DATA RESEARCHER (REMOTE) 04/2018 to CURRENT
LeadGenius, Inc. | Berkeley, CA
� Collaborated with team members and managers using the company's virtual work-spaces.
� Performed lead generation using online documentation, search engines, professional websites, tools and add-ons.
� Performed lead enrichment by updating existing,outdated and poorly formatted entries.
� Executed data analysis on existing leads from the database.
� Utilized productivity tools such as Google Docs, Google Spreadsheet, MS Office and messaging apps (e.g Skype and Hipchat).
FTTH TIER 1 TECHNICAL SUPPORT TECHNICIAN 09/2016 to CURRENT
Digicel | Port of Spain, Port of Spain Corporation
� Managed technical calls from residential and small business (SOHO) customers.
� Remained up-to-date on the latest solutions applicable to HSI, VoIp,IPTV and GSM technologies
� Used ticketing and CRM systems to manage and process actions taken in accordance with the SVL agreement..
� Provided network monitoring support through regional NOC escalations where necessary.
� Remotely resolved Tier 1 and Tier 2 escalations from other departments, merchants and social media.
� Utilized Remote Support tools including BroadSoft,U2000 Network Management System, UMS, Dispatchlogix, EOC, TR69 and Minsatt.
IT EDUCATION CONSULTANT 03/2015 to 06/2016
Glasswing International | San Salvador, San Salvador
� Spearheaded the implementation of the Samsung Smart School Lab at Lakshmi Girl's Secondary.
� Maintained a schedule of at least 30 class per week.
� Prepared and delivered additional platform training workshops for teachers, parents and administrators.
� Troubleshoot and/or escalated technical problems with Tablets,Laptops, Network and other lab equipment.
� Developed solution strategies and evaluated opportunities for new uses of the software.
� Provided remote support/assistance to other consultants in the Caribbean.
� Performed one-on-one user consultation for teachers of various subject areas.
APPLICATION SUPPORT OFFICER 06/2014 to 08/2014
Ministry Of Health | Port of Spain, Port of Spain Corporation
� Provided remote and/or on-site technical support and issue management for various software and web based solutions.
� Provided content management for the intranet and public websites.
� Created data mining and analysis reports using Pentaho.
� Implemented upgrades and/or installations of software solutions via site visits.
� Managed the documentation of existing IT Solutions which included the creation of Service Maps.
� Created training materials and user manuals for Pentaho and other tailored VB applications.
INFORMATION TECHNOLOGY ASSISTANT 09/2012 to 11/2013
On The Job Training Programme West Regional Office | Port of Spain, Port of Spain Corporation
� Pioneered Help Desk support services for teachers and students participating in the ECAL program. This included hardware, application and operating system troubleshooting and maintenance.
� Ensured network, system and data availability through preventative maintenance and upgrades. This included the execution of Windows Server administrative tasks and the configuration switches,routers and physical cabling.
� Streamlined end user peripheral and data recovery support
�Integrated new users by creating AD profiles, provisioning devices and providing training.
EDUCATION
Bachelor of Science | Information Systems Management 2018
UWI School Of Business & Applied Studies Ltd., Port of Spain, San Juan-Laventille Regional Corporation
Associate of Science | Information Systems Management 2012
UWI School Of Business & Applied Studies Ltd., Port of Spain, San Juan-Laventille Regional Corporation
ACCOMPLISHMENTS
Technical Support
� Received Top-Agent recognition Trinidad market, July-September 2017
� Promoted to Barbados FTTH Market, October 2017- Present
� Provided remote support to non-native speakers
Technical Training
� Trained over 500 students and teachers to use the Samsung Smart School software and lab independently within less than a year.
� Created easy to use documentation that was hosted on the intranet.
CERTIFICATIONS
� Effective Leadership (HP Learning), March,2018
� Technical Support Fundamentals,(Coursera/Google) October 2018
� Server+, Anticipated Completion January 2018
� Fundamentals of Project Management (Allison Learning), July 2013