Brianna D. Corbett 4528 3rd Street SE, 20032, District of Columbia, US Mobile Phone: (202) 361-6929

E-mail: BriannaCorbett10@yahoo.com

Tier I Technical and End User Support

Exceptionally skilled IT professional with considerable knowledge and experience installing, repairing, maintenance and troubleshooting hardware and software peripherals. Monitors systems for equipment

failure or errors in performance. Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary. Able to expeditiously learn and comprehend new systems and methods. Committed to growth and professional development. A born

leader; inspires others to work at their highest level. Demonstrates impeccable diplomacy and extremely customer service driven. Enthusiastic, personable, and professional in appearance.

Work Experience

University of Maryland University College IT Service Desk (Paid Intern) | March 2016-Present

Diagnose and resolve unique problems associated with application software and operating systems; determine the source of problems and classify their level, priority, and nature

Install and support desktops, laptops, Cisco phones hardware and software

Create alternative methods of completing tasks Expertise hands in troubleshooting of computer software related problems such as; Office365 and

Windows updates Create and format incidents for escalation to appropriate support groups

Create and publish knowledge articles for referencing Provide support for more than 3,000 users in a fast-paced environment.

Assist users with account, network connectivity, security, VPN and wireless issues Compile weekly metrics reports and trend analysis for Desktop Support Technicians

Perform Tier I and II actions

R. Emmanuel Bell Consulting & Training Center

Tier 1 Support | December 2015 – March 2016

Install software, modify and repair hardware and resolve technical issues

Provide base level IT support to 300end users

Display courtesy and strong interpersonal skills with all customer interactions

Develop quick reference guides to assist end-users with challenging software application features

Manage Windows 8 and Windows 7 workstations

Ensure that Remedy and Spice Works tickets are resolved or escalated

Active Directory – Account creation, Password resets, and Group policies

Develop client SharePoint Foundation 2010 sites and provide support as needed

Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system

PC refresh and migration XP to Windows 7 and 8

Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging and desk side

Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and

printers (local/network)

Perform administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines

Create and manage Network accounts to include granting access to secured file shares

Manage bench IT inventory

Provide level 2 end-user technical supports for Windows 7, Microsoft Office, and networking connectivity.

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TJ Maxx

Sales Associate | June- August 2013

Greet and welcome customers with a smile.

Respond to customers' questions regarding store products.

Assist customers in picking difficult to reach products. Provide customers with information on product price

Assist customers in locating items by directing them to the correct aisles

Escort customers to cash registers when assistance was needed

Tender change against cash payments and provide receipts for credit card payments

Pack purchased items

Provide information regarding return and exchange policies

Ensured that shelves were appropriately stocked

Maintained cleanliness of floors and counters

Auntie Anne’s Pretzel Perfect Shift Leader | November 2013- December 2015

Greeted customers and ascertained what each customer wanted or needed

Maintained sanitation, health, and safety standards in work areas

Cooked and packaged batches of food, verifying that prepared food met requirements for quality

and quantity

Performed various financial activities, such as cash handling and deposit preparation; Compiled and balanced cash receipts at the end of the day or shift

Education

The H.O.P.E Project IT Training Academy | Washington, DC December 2015-present

University of the District of Columbia | Washington, DC Pursuing Bachelors in Information Technology 2018

Crossland High School | Temple Hills, MD Major: Information Technology/Computer Networking High School Diploma August 2010 - June 2011

Certifications CompTIA A+ (February 2016)

Additional Skills Equipment maintenance, operating system deployment, command prompt, troubleshooting

hardware/software, laptops, desktops, printers, security, virus removal, Microsoft Office, Remote Desktop Support, Windows XP/Vista/7, Salesforce, IT works, Join.Me, Team Viewer, SCCM, customer support, technical Support.

References Raymond Bell Administrator The H.O.P.E Project 202 302 8096

Tiara Walker, Manager Auntie Anne's 202 848 7544 Ronda Johnson Knowledge Manager University of Maryland University College 301-518-6998