1. Amy Kuhns
33 Washington Road New Freedom, PA 17349
(717) 676-6526 | amylkuhns@gmail.com
CAREER OBJECTIVE
Seeking a position to utilize my soft-skill strengths to provide my employer’s end-
users with an outstanding customer experience. Pursuing a fast paced environment to
assist in the successful use of technology that provides the opportunity for
professional growth. Also interested in further education or cross training to other
disciplines besides Help Desk (i.e. programming).
TRAINING AND EDUCATION
YTI Career Institute York, PA
Associate in Specialized Business Degree October 20, 2016
Major: Computer System Specialist Current GPA 3.92
• Selected as Student of the Term
• Awarded multiple Term Academic Honors
• Achieved Honor Roll
York College of Pennsylvania York, PA
Bachelors of Science in Psychology GPA 3.35
SKILLS AND CERTIFICATIONS

 Entry-level computer skills including a knowledge of: Windows 7/10, Database,
Server 2003/2008/2012, Visual Basic, HTML, Networking, Microsoft Office
(including Outlook),and Linux
 Networking (topology, Active Directory, and Server Management)
 Introductory knowledge of databases (how to alter table, add/delete entries, run
basic queries)
 Troubleshooting hardware and software for printers, peripherals, thin clients,
desktops and phones
 Analytical thinking and decision making skills that lead to a solution of the
issue or prompt escalation as the situation dictates
 Enjoy turning troubleshooting steps into guides for future use (KBA)
 Able to work with vendors and ISP’s to provide resolutions to issues
 Ability to patiently work with users to determine the issue and begin
troubleshooting
 Natural instructor and public speaker
 Demonstrated ability to stay on task and follow up with customers

2. EMPLOYMENT HISTORY
Cracker Barrel Glen Rock, PA
Cashier / Retail Associate / Server August 2011 – Present
• Focus on providing service with a smile
• Ensure that attention to detail is maintain to enhance guest experience
• Handle irate guest in professional manner
• Maintain positive demeanor with fellow coworkers
• Train and establish work parameters for new and current employees
• Provide accurate cash transactions
• Able to continue cash transactions smoothly while answering phones, in house
guest questions, and still up sell to guests
Gibraltar IT—EXTERNSHIP Lewisberry, PA
Help Desk Administrator August 2016 – October 2016
• Answer phones: start ticket, work/assign/escalate ticket
• Familiar with: Labtech, ConnectWise, OneNote, SharePoint
• Issues included: password resets for domains, RDP icons and set ups, printer
errors, card reader, signature pad reader, application issues (Nextech, Outlook,
Office, iCal), servers offline, internet down, phones down, VPN tunnel down
(escalation ticket), power cycling, setting up new phones
• Issues were all dealt with remotely through Labtech or Be Anywhere sessions or
talking the client through the steps (i.e. syncing cell phone and email)
• Worked with vendors to order parts and have repairs under warranty completed
• Worked with ISP’s to get service up and running appropriately, including
testing for promised speeds
• Able to ascertain internal or external connectivity issue