Milia Richardson Home: 484-681-9545 Cell: 484-213-3099

mr764b2c@westpost.net
WORK EXPERIENCE:
Years Title Organizati
on
3/08- Present MCP Help Desk Analyst CompuCom Systems,Inc., Sanofi-Aventi
s, Inc Pharmaceuticals
- Provide 1st level IT Help Desk Support for Micorsoft Windows XP 2000/2003/Vist
a, operating systems, to company employees working onsite and offsite, experienc
ing network connectivity, VPN or desktop related issues, by responding to emails
and answering incoming telephone calls via AVAYA ACD IP Agent.
- Provide remote Tier one technical support for Oracle and SAP databases; Active
Directory; Exchange; JAVA; Citrix and; and multiple Windows based applications
using remote access tools:
o Netmeeting,
o Adobe Connect Pro
o Windows Remote Desktop
- Manage Active Directory user accounts (password resets, network account unlock
s, shared network drive mapping, build Outlook profiles, etc.)
- Create/Escalate service calls to Tier 2 and Tier 3 technical support teams usi
ng HP Openview & Remedy ticketing tools.
- Use Access database to schedule, track and inventory, company owned peripheral
s, such as, 3g air cards, laptops & cell phones loaned out to company employees
for use during international travel.
4/07-1/08 Level 1 Help Desk/Customer Service Representative TeleQ Network S
olutions
- Answered incoming calls from customers experiencing network connectivity or d
esktop related issues.
- Asked customers diagnostic questions to identify problem(s) and created servic
e tickets using CRM (AutoTask).
- Provided 1st level remote help desk support using LogMeIn Rescue and escalated
tickets to 2nd or 3rd level technicians when necessary.
- Scheduled service calls for 2nd and 3rd level remote or onsite support.
- Contacted customers for follow-up of technical support and updating of custome
r records
3/06-4/07 Help Desk/Desktop Support Cos
anco Enterprise
- Provided telephone and remote technical support via Windows Remote Desktop; VN
C or PC Anywhere, to users requiring assistance with Windows XP Proffessional De
sktop or Windows Server 2003; active directory and email related issues.
- Visited customer sites when needed for deskside support to resolve connection
or hardware related issues.
2002-2007 Independent Contractor
- Performed operating system upgrades for various small office and home networks
by installing or upgrading various Microsoft Windows operating systems includin
g, MS Windows 2000 home ed. to MS Windows XP, Windows XP SP2 to Vista Home Premi
um/Ultimate edition.
I have installed and/or configured the following:
MS Outlook; Active Directory; Email profiles using SMTP & POP3 protocol; AVG; Zo
ne Alarm; Symantec & McAfee Antivirus & Security suites; Windows Live Messenger
version 6.0-8.0; Windows Firewall; Printers; hard drives; memory and network car
ds
8/2000-1/01 Station Program Director St. Augustine's College
- Responsible for daily maintenance of station operations in accordance to FCC r
egulations
- Managed programming content according to station business plan.
- Worked with engineer in maintenance of network equipment and facilities
- Performed research and provided recommendations on equipment purchases and up
grades
- Coordinated and chaired meetings with the administration, faculty, students,
community, and business
clients in developing educational and business opportunities.
- Responsible for hiring and training of on-air personnel
1/95-5/99 Administrative Assistant TASCOR@IBM
- Provided administrative support for Senior/Executive level managers by perform
ing a full range of
secretarial responsibilities including making international and domestic travel
arrangements and setting
up global meetings across international time zones, maintained calendars using O
utlook or Lotus Notes
and provided administrative clerical support to reporting 1st and 2nd level mana
gers and their departments.
- Maintained effective and efficient operations of areas supported (i.e., Global
Services Customer Service
Center, Conference Call Center, AMEX Travel Center, etc.)
- Assumed administrative operational responsibilities for the department's funct
ion in the absence of the manager.
12/ 1987-9/1996 (part-time 87-89 & 95-96) Asst Program Director Special Ma
rkets Media
- Starting position part-time board operator
- Ending position assistant program director.
- Other roles fulfilled over the course of my employment:
music director
news director
public affairs talk show host
producer
copywriter
3/1987-12/1989 Administrative Assistant Shaw University
- Assisted Director of federally funded tutorial program for pre-graduate high s
chool students
- Prepared budgets for audit,
- Supervised college work study students and
- Kept updated records for all participants of the program.
- Answered telephone inquiries regarding program requirements and Met with prosp
ective students and their parents and assisted them with filling out all necessa
ry forms in preparation of program participation.

FORMAL EDUCATION: (college, professional school, etc.)

Mar 2009 ThinkHDI.Com
Achievement: HDI Help Desk Cutomer SVC Rep Certification
2005-2006 Internetwork Learning Institute
Achievement: MCP Windows XP 2003 Certification
1987-1989 Shaw University Major: English