This document is a resume for Natividad Estrella summarizing her skills and experience. She has extensive experience in customer service, computing support, and troubleshooting technical issues for over 2000 retail locations as a Retail Business Consultant. She also has experience providing desktop support, help desk support, and account services as an intern at Brown University. Her education includes an IT training program through Year Up and CCRI earning 23 college credits.

1. Natividad Estrella
Providence, RI • 401-442-4303 • natividad.j.estrella@gmail.com
Skills
 Languages:English, Spanish, studying Portuguese
 Soft skills:Customer Service, Excellent Multitasker, Computing Support, Bi-lingual, Team Player, Dependable
 Software: Microsoft Office proficiency including Word, PowerPoint, Excel, Access,Exchange and Outlook;
Team Viewer, Remedy, Interaction Client, FileMaker Pro, Solid Works, Adobe, Java, Key Access,Malwarebytes,
Stata, Sophos, VPN F5 Desktop Client, PAW Prints, VMWare,Boot Camp, Citrix, IBM Telnet Server,Gmail,
Cisco IP Communicator, SQL, Filezilla, Putty
 Hardware: Operating Systems; Windows 7, 8, Mac OS X, Mavericks, Linux, PC Hardware,Troubleshooting,
Implementation and rollout, BIOS, Windows accounts/files/sharing/permissions, TCP/IP concepts/settings/tools,
Android, iOS
Experience
Swarovski Cranston, RI
Retail Business Consultant / Point of Sale Analyst Mar 2015- Present
 Provided first line of support to over 2000 Swarovski retail locations and assisted store employees with various
technology related issues
 Troubleshot technical store issues including: Network functionality, register errors, pin pad configuration,
password resets and pending transactions and credits
 Configured phones using Cisco IP Communicator and created scripts in SQL
 Handled over 30 calls daily from retail locations and provided exceptional customer service
 Remotely managed store inventory and tracked sales through inventory tracking program called Inflow
 Set up, tested and shipped out cash registers and ensured receipt printer, pin pad, barcode scanner,HP 800 PC,HP
touch screen monitor all functioned properly before shipping out
Brown University Providence, RI
Computing Accounts Specialist Intern Jul 2014- Jan 2015
 Protected PII and sensitive information on behalf of the end user and the university
 Answered phones and emails in a polite, empathetic and efficient manner
 Troubleshot access barriers for over 5000 applicants, students, faculty and staff
 Maintained database accuracy after changes in name, aliases, or access
Help Desk Specialist Intern
 Acted as primary point of contact for all staff, faculty and student computer inquiries
 Provided computer help desk support via telephone, email, chat, and in person communications
 Documented solutions to recurring problems, provide updates to the knowledge base
 Provided support to MS Office and other supported applications
 Responsible for providing timely solutions and information to end users
 Filed tickets in BMC Remedy system for walk-in, phone and email inquiries
 Performed set-up, break-down, and transport of agency equipment
Desktop Support Intern
 Assisted in providing desktop support to over 1200 staff, student and faculty members
 Reimaged and reformat computers for workstation and test purposes
 Replaced and set up workstations and network printers for Graduate student labs
 Assisted in ordering and receiving of new equipment and collect departmental computing inventory
 Configured and installed new Windows and Macintosh operating systems
 Re-imaged Mac and Windows operated devices and maintained the up to date operating procedures
 Created AD user accounts and worked with printers in the Science Library

2. Education
Year Up /Community College ofRhode Island Providence,RI
Information Technology Training March 2014 – January 2015
 Year Up is a leading national career development program that includes college-level coursework, career training,
and a six month corporate internship
 Graduated the Information Technology track, preparing students primarily for Tier 1 desktop support technician
and helpdesk analyst roles
 Earned 23 college credits towards an Associate’s Degree in General Studies in partnership with CCRI
 Completed relevant coursework: Business Writing, Introduction to Computer Applications, Workplace
Relationship Skills, A+ Hardware,A+ Software
Empire Beauty School Providence, RI
Cosmetology Jul 2010- Apr 2011
 Attended classes to learn the basics of cosmetology and hair industry
 Earned Certificates for different techniques. Hair Coloring, Perms,Haircutting etc.
 Worked hands on with clients as practice for our future work experiences and learn how to work with different
hair types
Dorcas Place Providence, RI
High School Equivalency/ G.E.D Jun 2009- Dec 2009
 Studied in three different classes before going to Fast Track
 Took 5 Exams at Community College of Rhode Island to Finish off the program
Volunteer Experience
Nortek Providence, RI
Move Coordinator May 2014
 Assisted in the IT corporate headquarters move
 Deconstruction and setting up of 40 workstations in 20 offices
 Organized and labeled wires and IT equipment
The Rhode Island Foundation Providence,RI
Greeter May 2014
 Directed guests to their designated area
 Greeted, and ushered guests into the ballroom
Year Up Providence,RI
Internship Specialist Search Committee May 2014
 Evaluated two potential candidates for the Internship Program Manager position
 Compared candidates skills and experience; decided which one suits the position best
Year Up Providence, RI
Admissions Assistance April 2014
 Secured the entrance
 Open doors, greeted, and directed applicants to the designated floor