Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
04.2018 - 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
03.2015 - 04.2018
  • Sales Support for Product and Services
  • Manage Accounts and Billing
  • Cellphone Tech Support
  • Support/Supervisor Training

CUSTOMER SERVICE REPRESENTATIVE

Microsoft Account
09.2014 - 03.2015
  • Download, Installation and Activation of Microsoft Office
  • Manage Accounts and Billings
  • Sales Support

TECHNICAL SUPPORT REPRESENTATIVE

ACCENT MARKETING JAMAICA LIMITED
06.2011 - 09.2014
  • 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
11.2011 - 03.2012

SALES REPRESENTATIVE

FULLGRAM INTERNATIONAL CALL CENTRE
04.2011 - 06.2011

CUSTOMER SERVICE REPRESENTATIVE

E-SERVICES GROUP INTERNATIONAL
06.2006 - 03.2008

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
04.2018 - Current

CUSTOMER SERVICE REPRESENTATIVE

AT&T Account
03.2015 - 04.2018

CUSTOMER SERVICE REPRESENTATIVE

Microsoft Account
09.2014 - 03.2015

COMPUTER TECHNICIAN

ELECTORIAL OFFICE OF JAMAICA
11.2011 - 03.2012

TECHNICAL SUPPORT REPRESENTATIVE

ACCENT MARKETING JAMAICA LIMITED
06.2011 - 09.2014

SALES REPRESENTATIVE

FULLGRAM INTERNATIONAL CALL CENTRE
04.2011 - 06.2011

CUSTOMER SERVICE REPRESENTATIVE

E-SERVICES GROUP INTERNATIONAL
06.2006 - 03.2008

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)

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Alardae SPARKES