Tanya Shaw has over 5 years of experience in customer service, hardware support, and desktop support roles. She is currently working as a Desktop Support/QA technician at Exelon/Constellation, where her responsibilities include providing technical support to over 1,000 clients, reimaging devices, and updating project documentation. Shaw is pursuing CompTIA A+, Network+, and Security+ certifications and completed an information technology training program through Year Up and Northern Virginia Community College.

1. TANYA SHAW
915 Clovis Ave • Capitol Heights, MD 20743 • 202-492-3890 • Tanyashaw92@yahoo.com
Skills
 Software: Microsoft Office Suite 2010 (Access,Excel, PowerPoint, Word); Microsoft Windows Operating Systems Windows
7 and 8; Norton Ghost; installing drivers; basic HTML, blogs,and wikis; basic understanding ofdatabase and SQL
 Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo
ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; BlackBerry
configuration
 Networking: Networking experience (running cables, troubleshooting connections,activating ports,basic router configuration,
switches, Wi-Fi router)
 Support: Helpdesk: escalation and documentation on ticketing system,customer service support (email, phone,and in person)
 Certification(s): Working towards CompTIA A+, Network+, and Security+ certifications
Experience
Exelon/Constellation Baltimore, MD
Desktop Support/QA July 22- Present
 Check emails daily to provide help to clients with questions about devices
 Respond to clients via email, phone,or in person with updates on tickets
 Set up workstations for over 1,000 clients on 12 floors
 Reimage laptops,desktops,and workstations
 Assist with technical support on hardware
 Deliver and keep track of all new hardware and devices
 Update excel documents for PC Refresh project
TGIF Fridays Suitland, MD
Server Feb 2015 – Present
 Serve over thirty guest a day to provide excellent customer service to all customers
 Provide help serving to co-workers daily to ensure customers are served in a timely manner
 Restock supplies twice a day to ensure the company policy of keeping a clean and organized workplace
FedEx Ground Lorton, VA
Package Handler March 2010 – July 2014
 Scanned over 1,500 boxes a day to help customers locate their packages throughout the day.
 Organized over 2,400 envelopes daily using the FedEx procedures to ensure customers receive their packages in a timely
manner.
Education
Year Up / Northern Virginia Community College Arlington, VA
Information Technology Training March 2015 – Present
 Enrolled in a leading national career development program with 250 corporate partners graduating 2,000 students annually
across thirteen cities; the one-year program includes college-level coursework, career training, and a six month corporate
internship
 Participated in Information Technology track, which prepares students primarily for roles in desktop support,IT help desk,
and business operations
 Earned 15 college credits in Information Technology and English in partnership with Northern Virginia Community College;
mastered coursework in computer networking, computer troubleshooting and repair, business writing, professionalskills,
personal finance, customer service, and critical thinking; completed Cisco IT Essentials course material via Year Up, a Cisco
Networking Academy