Alardae SPARKES
St. Catherine
Summary
Strong interpersonal, written, and verbal communication skills Excellent computer skills including data management and security. Ability to work well in a team or as an individual Excellent communication skills Excellent interpersonal skills. Excellent customer service skills Excellent organizational skills Excellent time management skills Discretion for dealing with confidential information
Overview
19
19
years of professional experience
Work History
SENIOR ASSOCIATE INFRASTRUCTURE DESKSIDE SUPPORT
SUTHERLAND GLOBAL SERVICES
2018.04 - Current
- Responsible for the day-to-day activities of the Incident Management process
- Investigate and resolve general Incidents within scope, adhering to stated KPIs and SLAs
- Logging all incoming phone calls, emails and communicator messages into Incident Management database
- Entering incident information accurately and escalate according to established procedure
- Providing initial assessment of Categorization and Severity for reported Incidents
- Participating in 'on-call' support
- Experience with end user computing technologies - desktops, laptops, handheld devices, mobile devices
- Ability to analyze, troubleshoot, and escalate technical issues through to resolution
- Experience with desktop applications – Office 365, Windows 7, 10, MS Office Suite, Internet Explorer 11, Microsoft Edge, Google Chrome, SCCM remote control, SharePoint, Remote access
- Familiarity with Microsoft Office, Exchange, Active Directory, Microsoft Azure, Etc.
- Inventory Audits
- Database Management for all assets
CUSTOMER SERVICE REPRESENTATIVE
AT&T Account
2015.03 - 2018.04
- Sales Support for Product and Services
- Manage Accounts and Billing
- Cellphone Tech Support
- Support/Supervisor Training
CUSTOMER SERVICE REPRESENTATIVE
Microsoft Account
2014.09 - 2015.03
- Download, Installation and Activation of Microsoft Office
- Manage Accounts and Billings
- Sales Support
TECHNICAL SUPPORT REPRESENTATIVE
ACCENT MARKETING JAMAICA LIMITED
2011.06 - 2014.09
- Network Support
- Windows and Mac OS Support
- Port Mapping/Port Forwarding
- Remote Desktop Support
- Troubleshooting
- Product Assistance and Maintenance
- Customer Service
COMPUTER TECHNICIAN
ELECTORIAL OFFICE OF JAMAICA
2011.11 - 2012.03
SALES REPRESENTATIVE
FULLGRAM INTERNATIONAL CALL CENTRE
2011.04 - 2011.06
CUSTOMER SERVICE REPRESENTATIVE
E-SERVICES GROUP INTERNATIONAL
2006.06 - 2008.03
Education
Bachelor of Science - Data Communication and Networking
University Of Technology Jamaica (UTECH)
01.2011
NCTVET Certificate - Supervisory Management
Institute for Workforce Education and Development (I.W.E.D)
09.2011
Associate Degree - Computer Servicing & Electronics
Portmore Community College
01.2006
Skills
- Incident management
- Technical troubleshooting
- End user support
- Database management
- Active Directory
- Desktop applications
- Remote access support
- On-call support
- Product inspection
Timeline
SENIOR ASSOCIATE INFRASTRUCTURE DESKSIDE SUPPORT
SUTHERLAND GLOBAL SERVICES
2018.04 - Current
CUSTOMER SERVICE REPRESENTATIVE
AT&T Account
2015.03 - 2018.04
CUSTOMER SERVICE REPRESENTATIVE
Microsoft Account
2014.09 - 2015.03
COMPUTER TECHNICIAN
ELECTORIAL OFFICE OF JAMAICA
2011.11 - 2012.03
TECHNICAL SUPPORT REPRESENTATIVE
ACCENT MARKETING JAMAICA LIMITED
2011.06 - 2014.09
SALES REPRESENTATIVE
FULLGRAM INTERNATIONAL CALL CENTRE
2011.04 - 2011.06
CUSTOMER SERVICE REPRESENTATIVE
E-SERVICES GROUP INTERNATIONAL
2006.06 - 2008.03
NCTVET Certificate - Supervisory Management
Institute for Workforce Education and Development (I.W.E.D)
Associate Degree - Computer Servicing & Electronics
Portmore Community College
Bachelor of Science - Data Communication and Networking
University Of Technology Jamaica (UTECH)