Kitana Rivera
Bristow,VA
Summary
Looking to obtain a job with a company that offers a positive atmosphere to continue to learn and implement new skills for the betterment of the organization.
Overview
5
5
years of professional experience
Work History
Technical Support Specialist
Lessard Design Inc.
Vienna, VA
03.2023 - Current
- Provided comprehensive technical support to customers via telephone, email, chat and in person.
- Installed and configured hardware, software and peripheral components such as printers, scanners and routers.
- Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
- Troubleshot system errors and identified potential solutions.
- Diagnosed system problems using remote tools to access customer machines.
- Monitored computer networks for performance issues or security breaches.
- Performed regular maintenance checks on servers, workstations and other devices connected to the network.
- Maintained an inventory of installed software products and their associated licenses.
- Created user accounts with appropriate permissions levels based on job requirements.
- Conducted tests to identify malfunctions in hardware or software systems.
- Implemented new technologies such as cloud-based services or mobile device management systems.
- Responded promptly to service tickets submitted by users experiencing technical difficulties.
- Supported end users with basic troubleshooting techniques such as restarting a device or resetting passwords.
- Analyzed system logs for potential errors or irregularities that could indicate a security breach.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
Associate Repository Technician
ATCC
Manassas, VA
05.2021 - 03.2023
- Train/onboard new technicians to ensure successful incorporation into the team. Ability to fulfill needs of the team as needed. Actively collaborate with team to quickly solve operational problems and effectively communicate with supervisors within the department and with outside agencies. Maintain a high standard of record keeping; along with reviewing, editing and creating SOPs to enhance comprehension when read by novice technicians. Competent in handling, processing and storing biological specimens.
To-Go Specialist
Olive Garden
Bristow, VA
01.2020 - 06.2021
- Flexible to assist/accommodate any short-staffed positions to ensure smooth operation. Manage the incoming/outgoing money, organize all incoming orders and ensure accuracy before they are delivered/picked-up, and managed assigned register.
- Kept track of inventory levels and restocked shelves with supplies such as condiments, napkins and utensils.
- Performed opening duties including setting up workstations with required supplies and equipment.
- Processed payments for take-out orders using POS system or credit card machine accurately and efficiently.
Host
Olive Garden
Port Orange, FL
11.2018 - 12.2019
- Managing the front of the house by greeting guests, assisting them with party needs and ensuring the restaurant is presentable. Flexible to assist/accommodate any short-staffed positions to ensure smooth operation.
- Answered customer inquiries regarding the menu, restaurant services, and special promotions.
Education
Bachelor of Arts - Computer Science And Programming
Southern New Hampshire University
Hooksett, NH05-2026
Skills
- Software Debugging
- Remote desktop services and support
- Customer experience management
- Troubleshooting and Diagnosing
- Basic knowledge of python, HTML, and CSS
- Highly Organized with excellent time-management skills
- Creative thinker/innovative/determined/leader
- Excellent written and verbal skills
- Great Customer Service
- Critical Thinking
- Strong ability to build positive relationships with staff
- Adaptable
- Works well with higher positions
- OS: Windows (10 & 11), Windows server, iOS
- Administration: Active Directory, Exchange, Azure AD, Group Policy, Office 365, Microsoft Endpoint Manger, VPN, Mobile Device Management, ConnectWise Ticketing System, Automate, Cisco Meraki
- Communication: Cisco, Polycom, Teams, Zoom, GoTo
- Cloud: Microsoft 365, Azure
- Software Support: Adobe Products, AutoCAD, Revit, Bluebeam, BIM 360, Microsoft Products, Enscape
Timeline
Technical Support Specialist
Lessard Design Inc.
03.2023 - Current
Associate Repository Technician
ATCC
05.2021 - 03.2023
To-Go Specialist
Olive Garden
01.2020 - 06.2021
Host
Olive Garden
11.2018 - 12.2019
Bachelor of Arts - Computer Science And Programming
Southern New Hampshire University
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