Shiela Marie Alonzo
Technical Support Analyst
Ten years of information technology experience with extensive hardware and software install and maintenance. Superior communication and people skills established through company training in customer service and problem resolution. A deep felt desire to serve the customer, resolve problems and provide a complete IT support solution. A self-starter that is well organized and capable of multitasking with numerous responsibilities while meeting required deadlines.
Operating Systems: Windows 7, XP, Vista Windows 2000, 95/98
Applications: Microsoft office 2010, Microsoft Office Suite (2000, 2003) – Excel, Word, Outlook, PowerPoint, Lotus Notes 8.5.3 and 6, PC Video Alice Street, Cisco VPN, Cisco IP Phone Configuration, Blackberry Enterprise Server, Blackberry Desktop Manager, HP Service Desk, Manage Engine Service desk, Tandberg Video Conference System, VNC, Net meeting, Teamviewer, Windows Remote Assistance, Fuji Printer, Fiery Scan, Acronis 11 etc.
Hardware: Laptop, Notebook, Desktop, Fuji Printers,IP Phone, Blackberry, IPhone, Android Device, Video Conference Equipment.
Quick learner with ability to translate complex ideas and processes into technical facts or persuasive non-technical presentation.
Excellent organizational skills and ability to prioritize workload.
Attention to detail and precision, solid work ethics concerning meeting deadlines and reliability.
Excellent communication and interpersonal skills.
Provide comprehensive desktop service and support to ensure complete client and customer satisfaction. Tracked service requests using an internal ticketing system. Served on the help desk in one-month rotations.
Desktop/Helpdesk support coverage includes Windows 7, Lotus Notes 8.5.3, MS Office 2010, Acronis Backup and Recovery 11, MS Outlook in POP3 environment. Primary support for local and overseas users.
IT support for desktops, laptops, printers, scanners, projectors, video conferencing equipment, IP phone system, Blackberry and many others peripherals
Primary mobile phone support such as Iphone and Blackberry. Responsible blackberry account creation and administration.
Jr. systems administration within Active Directory, POP3, Lotus Notes and windows environments with user account, distribution and security group creation and management
Technical support for global Tandberg video conferencing system, Blackberry Enterprise services, and Cisco IP phone systems.
Responsible for daily check of servers such as File Server, Symantec Antivirus Server, CCTV, BT Turret Recording, Symantec Backup and other Servers.