Qiana L. WallaceIT Specialist Excellence | Customer Solutions
352.398.3670 Team Leadership & Development
With over 5 years of service experience incorporated with strong customer service, administrative, and communication expertise to promptly establish efficiency, resolve problems, and optimize performance.
Service-driven professional with a multiplicity of skills in customer service, team communications, and administrative leadership.Willing to seek out and meet challenges in a changing environment. Ability to be flexible and change as business needs evolve; Identifies, researches, and resolves technical problems.Manages multiple tasks to completion, handles interruptions, and remains focused to ensure detailed accuracy and committed to providing extraordinary value.
Core Technical Skills and Exposure
üO/S: Operating Systems (Windows 8, 7, XP, Vista, 97); Linux (Ubuntu and Kali); installation and support.
üExperience with disaster recovery strategy for Windows Operating systems platform and data backup
üWorking knowledge of PC hardware, including laptops, desktops and printers
üHands on knowledge of the procedures used in the installation, modification maintenance and repair ofIT hardware and software.
üSoftware/Applications: MS Office 2013/2010/ 2007/2003
üData management, backup, recovery, system restores, disk imaging, wipes, drive partitioning and formatting
üApplications: Microsoft Office Suite, Anti-Virus and Malware Removal (Norton, McAfee, Security Essentials). Remote Desktop Access (Windows Remote Desktop) Migration, Email
üNetworking: Network installation and configuration (wired/wireless routers)
üCell Phone Support: All Revisions of Android OS, iOS
üWork independently at times. Must have strong skills analytical and troubleshooting skills
üDemonstrated ability to work in a fast-paced, deadline environment and ability to multi-task.
üExemplary customer service skills, verbal and written.
CompTIA A+ Certified Technician, The Stride Center, Sacramento, CA
A+ PC Technician Course (July 2013-Decemeber 2013) Coursework: 330 hrs
CSUS, Sacramento, CA, Certificate of Acceptance (Fall 2013: September-December)
Major: Pre- Computer Science
College of Southern Nevada, North Las Vegas, NV Coursework (Summer 2008-Fall 2010)
Major: General Studies
Pasco-Hernando Community College, New Port Richey, FL, Associate’s in Arts Degree
(Fall 2001-Fall 2003) Major: General Studies
Highlights of Professional Skills
üDelivers solutions-driven customer service in multiple roles, leveraging a natural ability to build rapport, assess needs, and determine best practices to solve problems and meet needs for students, graduate and staff of Women’s Empowerment.
üExceeded over 800 hours of volunteer community service at Women’s Empowerment
üHandle requests for information, maintain electronic and hard copy files, and process data into the computer system; retrieve files for various departments and provide general clerical duties including faxing, mailing, photocopying and answering multi-line phones.
üChosen by management to train and mentor newly hired agents; serves as a lead, answering questions, providing guidance and instruction on operations, computer systems, software, and hardware.
üMentoring peers, serving as a positive role model, helping others to set goals and work toward achieving them, building relationships through planning and participating in computer activities, and building self-esteem and motivation in the mentees
üPossesses diagnostic and troubleshooting skills relative to end user support issues to include workstations, connectivity issues, peripheral equipment and the installation of hardware and operating software for all supported systems.
üDeveloped strong public speaking skills by participating in classroom discussion, leadership workshops and one-on-one mentor meetings.
üMy ability to build cooperative working relationships and leading support staff has been a key factor in achieving successes