This resume is for Danielle Kennedy, who has over 11 years of experience in IT support roles. She has an A+ certification and experience supporting Windows, Apple, and Linux operating systems as well as Microsoft Office applications. Her work history includes roles providing desktop support, help desk support, and IT project assistance for companies such as Macy's, ExxonMobil, Hewlett Packard, and Continental Airlines. She aims to obtain a challenging IT position utilizing her technical skills and customer service experience.

1. DANIELLE KENNEDY
421 HOLCOMB POND CT #421
ALPHARETTA, GA 30022
(713)387-9140 KENNEDY.DANIELLA@YAHOO.COM
OBJECTIVE____________
To obtain a challenging IT position within a professional environment.
SKILLS
 11+ years technical support,
professional IT services experience
 A+ Certification
 Windows Server 2008-2012
 Apple Products (IOS Support)
 MS office 2002,MS Office 2013, XP,
2003,2007, Vista, Win 7 OS, Win 8,
Win 10
 Linux OS
 Customer service Excellence training &
Communication Skills
 Office communicator, Lync and Skye
support
WORKHISTORY
Macys System and Technology Contractor
Pyramid Consultant Inc Windows 10 migrationConsultant 5/2016 to 7/2016
 Install Windows 10 on Macys owned company Pc’s and laptops
 Troubleshoot PC Windows 10 issues
 Assist in consultations on howto make Windows 10 work for them
 Complete and add tickets on First Choice Application
 Assist with Microsoft Office Products and Windows 10
 Multi task and provided Helpdesk Support
 Document internal procedures and recommend procedure modifications and improvements.
Exxon Mobile (Contractor)-Houston, TX
Executive IT Support Specialist-Experis Manpower 11/2012 to 4/2016
 Act as a lead support personnelon assigned accounts and provide superior technical support.
 Assist technical support teamfor new product rollouts, testing, documentation and operational improvement
 Manage all project phases,including initiation, planning, execution, monitoring, control and closure
 Assist with level I & II Help Desk related calls and incidents.
 Resolve organizations software, hardware, network and data problems including installing and implementing software;
trouble shooting PC’s; personal/ network printers and other peripheral devices.
 Run diagnostics programs to resolve issues & provided support to Dell desktop and laptops.
 Av Set ups and configurations and trainings via Creston, docking stations and Apple TV
 Provide AV conferencing services via bridge, skype & CISCO
 Troubleshoot and replace AV hardware when needed
Hewlett Packard (Contractor) – Houston,TX 08/2010 to 11/2012
IT Desktop SupportLogistics -Allstate Services
 Hardware support,repair, install, replace and reevaluate all HP standard models.

2.  Evaluate and inspect desktop and laptop into refurbish condition for employees.
 Helpdesk supportTier3 softwarephone support.
 Order laptop parts, logistic inventory and restock.
 Restock and inventory and process data.
 Perform routine maintenance.

Mustang Network IT– Bellaire, TX 07/2010 to 07/2010
IT/ Network Technician
 Remote client support.
 Except client calls and remote repair.
 Controlled workload according to priority levels.
 Document activities and steps to resolution.
– Houston, TX(Various Locations) 11/2007 to 08/2009
Computer/Printer Technician-Unisys, United Airlines,Capgemini
 Observe systemfunctioning to verify correct operations and detect errors.
 Provide IT Support at United Airlines, Pennzoil Shell, Capgemini
 Ticket repair involved installs, upgrades,replacements and installation of base images to client on & offsite.
 Frequent travel to various site users for repair, installed and replace, retrieved and sent back parts in a timely manner.
 Recorded and kept detailed information on all parts for inventory control.
 Migrated data from one computer to anotherand installed software on customer’s laptop.
 Provided 24 hour phone support service.
Insight Global-EDS – Houston, TX 06/2007 to 11/2007
British Petroleum – Hardware Migration Specialist
 Load image to new computer and interviewed users requesting their computer to be refreshed.
 Migrated data, installed software, installed drivers and printers,
 Support bubble support for new users.
 Created different loading images depending on model and various ways to install the image.
 When project ended,I was selected to finish and close the project. To include inventory, testing Vista OS with new
upcoming Lenovo laptops.
Genesys Works– Houston, TX 03/2005 to 5/2006
Computer Technician-Continental Airlines Inc. (United Airlines)
 Receive customer calls for other computer/printer problems and repair, install hardware and software
 Reload company standard load to desktop and laptop and support best top by remote desktop•
 Solve tickets from employees for pc’s, printers, hardware, software, phones and network configurations
 Transfer by remote desktop and migrate computer files
 Provided base level IT support to company personnel.
EDUCATION
2006 Diploma
Chavez High School:Pre-engineering and Advance Technology
DeVry University (Electric Computer Technology)

3. Genesys Works Inc. Completed 2005
IT Training in MCP (Microsoft Certified Professional) Completed 2007
Dell (Dell Certified System Expert) Completed 2009
Job Training Institute (Computer Technician) Completed 2010
Job Training Institute (A+ Certification) Completed 2011