This document is a resume for Francesca Tucker, who has over 15 years of experience in customer service and technical support roles. She has worked as a customer engineer, help desk coordinator, and field technician providing hardware and software support for various banks, government agencies, and contractors. Her skills include troubleshooting printers, laptops, desktops, and servers, as well as experience with Microsoft Office, SAP, and networking. She aims to utilize her customer service skills and technical expertise to resolve issues for clients.

1. FRANCESCA TUCKER
2015 Palmer Park Road H: (301) 773-3726
Landover, Maryland 20785
EM:angelft678@gmail.com
Summary:
➢ Seasoned Customer Engineer/Administrative Professional with over eight (15) years of
experience in a fast-paced, cutting-edge technological and multi-cultural environment.
➢ Served in numerous capacities to drive to various Bank of America and Merrill Lynch
sites and Wells Fargo Banks as a contracted-professional computer hardware tech
specialist. To solve hardware issue and respond to clients ASAP. Also have proficient
skills in SAP, customer service and Microsoft Suite of applications.
➢ Ability to meet demanding timelines and adapts easily to change.
➢ Proficient with multitasking.in various areas
 Reimage and deploy hardware equipment / upgrade software and firmware on printers
also work with restoring servers/ups
➢ Experienced help desk coordinator; very effective at resolving complex issues.
 Managed many techs to accomplish task at last minute demand
 Very reliable, able to communicate very well with others
 Daily reports
Software: Microsoft Office (Word, PowerPoint, Excel, Access), SAP, Lotus Notes, VPN
Internet Explorer, WordPerfect, Microsoft Outlook, Windows XP, Dell Certified, HP
Certified , Remedy, Citrix , MSCE experience, and Active Directory
PROFESSIONAL EXPERIENCE
HP (Contractor) DesktopSupport
CE (Customer Field Engineer)
11/13- Present 2016
Assistedclients at Bank of America, Merrill Lynch & US Trust, and Wells Fargo Banks
office servicing laptop, desktops, and printers. Installed printers, repair HP printers, also
repaired HP& Dell &Lenovo, Samsung Tablets & laptops & workstations with hardware
and software issues .Performed site inventory and decommission sites from one location to
another. Project leader in setting up and coordinating new site planning, scheduling,
coordinating with vendors, and testing equipment also setting up servers. Reimaged and
deployed computer equipment and upgraded software and firmware. Train new techs for
the field. Support customers over the phone support for customer with hardware issues.
Dell certified and certified on some HP Printers.
Insight Global
Montgomery County-Government Montgomery County Government
Printer Technician (Driving Tech) 07/13-08/13
Provided support to all Montgomery County Government office with printer issues. Worked on
HP, Lexmark, Xerox printers replaced maintenance kit and other parts for printer issues to be
resolved. Also have worked with HP Web jet admin monitoring printers throughout the
company.

2. Prince George’s Board of Election
In-house Field Technician 09/12-12/16
Worked on TS Voting unit programming and running L&A test on E-Poll Books. Part of the
Quality Control team. Troubleshoot TS voting machine. Updated firmware on voting machines
and E Poll Books. Went to various location to support clients with touch screen machines and e-
polls books. And trained the new clients how to operate touch screen machine and e-poll books.
CIBER
Desktop Support Analyst Technician 09/07– 08/11
Assist clients in resolving hardware and software issues pertaining to their Dell, Lenovo,
Desktop, Laptops and HP printers. Also, troubleshoot HP and Xerox printers and ran
diagnostics to help resolve computer issues performed maintenance replacement on printers. Dell
certified.
CIBER
Help Desk Coordinator 05/06 – 07/07
Respond to users’ calls, e-mails, or other contacts to the Help Desk and resolve users’
problems over the phone if possible;
Use Remedy System to track trouble conflicts, document activities, to record service request
from staff, to review service request histories of different printers or hardware frequent
issues as a part of each trouble-shooting task, and to document resolutions of service
calls.
Assist other Help Desk Professionals and service providers with task specific to their
objectives.
Provide accessible, courteous, quality and responsive 1st
tier help desk support to all staff and
their representatives.
correctly refer unresolved problems to higher-level work groups.
Update problem records upon problem or request resolution, or escalation.
Provide follow-up status to end-users and support partners in accordance with specified
support policies and procedures.
Promoted from Dispatcher to Technician
Resolved daily ticket from clients with Hardware Issues
Troubleshoot and perform Diagnostics on Dell Notebooks, Desktop and HP Printer issues
Create tickets and assign tickets in Remedy
Program Assistant 06/04 – 04/06
The World Bank Group Africa Technical Human Development & Office of the VP
Receive and screen telephone calls for a staff of 25-30 people.
Facilitate information flow to team leaders and staff (e-mails, scheduled staff meetings and
one-on-one meetings, etc.) by assuring consistent correspondence and communications to
all required personnel. Release publications when needed to departments and public
access
Serve as conference planner, organizing relevant materials for numerous events as well as
maintain 3 supervisors and Director Calendars. Prepare power point presentations for
seminars, workshops and conferences.
Assist other departments when short staff answer phones, take messages, check schedules,
revise some scheduled meetings, help copy material when staff needs help

3. Utilize SAP to pay contractors, client that provide service for the World Bank prepare
purchase requisitions through SAP System to order supplies and other materials. Update
database Excel Trust Fund, and SAP database with clients contact information.
Coordinate travel arrangements for staff, prepare and ensure accuracy of expense reports.
Type, Edit and proofread voluminous documents, e.g.
Office Automation Clerk /Secretary
US Department of Agriculture-ARS/NAL (Contractor) 02/04 – 04/04
Prepared Time & Attendance Records for entire department
Utilized a variety of software packages, including, MS Word, Excel, MS Access databases,
and PowerPoint in order to prepare presentations, schedule conferences, training &
workshops, and maintain calendars.
Copied and collated numerous documents. Operated scanners, facsimiles and other office
equipment.
Coordinated travel arrangements, sort and distribute mail
Procurement Specialist order heavy duty equipment through purchase requisitions, order
supplies, make payments to vendor and consultants and other contractors
File Clerk II (Contractor)
Department of Health and Human Services (Claims Dept.) 12/03 – 02/04
Filed new claims and suits for medical and health injuries, as well as effectively manage
existing claims & suits files.
Assisted customers with the status of claims, providing accurate information to facilitate
claims processes
Administrative Assistant 08/03 – 11/03
The World Bank (Health & Nutrition)
Organized and assisted clientele with informational literature and data on Health Issues
Set up conferences/ prepared and organized material for workshops, and assisted in project
reports.
Utilized SAP database system to create purchase requisitions to order required office supplies
Foreign Overseas Help Desk Help Desk Assistant
Department of Agriculture, Washington, DC (Intern) 07/02 – 10/02
Help with configurations and shipping, installing components, troubleshooting
Assist clients with help on software matters
Team Assistant (DECRG)
The World Bank Development Economist Research Group 06/97 – 12/02
Recognized for exceptional editing, typing and administrative skills. Supported Senior Staff,
Task Managers, including budget personnel, in multiple areas of daily tasks as follows:
Prepared, proofread, and edited, extensive documents and excel spreadsheets
Utilized SAP to create purchase requisitions, and to pay contractors, and other client whom
has provided service to the Bank to order required office supplies
Made logistical arrangements for meetings and conferences
Assisted in preparing requests for research support, budget funding
Conducted research on specific material relating to task managers projects and their mission
at the Joint Library and other resources to collect data
∙ performed various administrative tasks including, faxing, filing, typing, data entry,
photocopying, and file management. Inventory
∙ Sorted/distributed incoming mail.

4. ∙ Assisted procurement officers in the preparation of contracts and solicitations. Ordered
office supplies.
∙ Supervised vendor registration for new vendor applications. Ensured detailed information
was entered into the automated system. Guided vendors through registration process.
∙ served as receptionist for the entire unit
EDUCATION
Prince George’s Community College
Early Childhood Care Certification August 2010
Communications Workers of America, Washington, DC June 2002
Successfully completed coursework to obtain certificate in A+ Hardware/Software
Computer Learning Center Alexandria, VA April 1997
Successfully completed coursework work to obtain diploma in Computerized Business Systems
(Tutored fellow classmates in Computer Learning Center Lab)
FT. Gordon Signal School, Augusta, GA December 1984 Diploma in telecommunications
center, transmitting and receiving messages.
HP UNIVERSITY 2014- SECURITY
References Available Upon Request