1. SHANITHA C. HOWARD
9047 San Jose Blvd. ● Jacksonville, FL 32257 ● (404) 573-0906 ● shanithahow@gmail.com
IT Desktop Support Technician
An IT Desktop Support Technician with technical knowledge and 2 years of “hands on” training in the
administration and support of information systems. Provides outstanding customer service and issue
resolution with 10+ years of experience.
EDUCATION
ITT Technical Institute– Jacksonville, FL
Associates in Network Systems Administration, March 2016
TECHNICAL SKILLS
 Network Security, Firewalls
and VPNs
 Security Policies and
Implementation Issues
 Securing Linux, Windows
Platforms and Applications
 Windows Server 2003/2008
 TCP/IP
 Network Standards and
Protocols
 Microsoft Network
Operating Systems I and
II
 WAN Technology &
Application
 Active Directory
 Virus Removal
 Proficient in Microsoft Office
Suite
 Update software and
hardware
 PC Repair
 User Authentication Systems
and Role-
based Security
PROFESSIONAL EXPERIENCE
Computer Consulting, Jacksonville, FL
Independent Computer Consultant 2014 – Present
• Responsible for managing various IT projects including: installing, maintaining, analyzing,
troubleshooting and repairing individual PC workstations and peripherals.
• Troubleshot and resolved PC problems including; connectivity, email setup and new user
training.
• Updated and maintained virus protection software, perform system scans and remove any
detected viruses, spyware and malware.
• Installed and updated Windows 7, Vista and 10 as well as Microsoft Office Suite Software.
• Set up, secured and maintained wireless networks.
• Created a website including adding graphics, text and payment option (Paypal) utilizing Webs
template.

2. Dial America, Jacksonville, FL January 2015 - Present
Customer Service Representative
• Responsible for providing exceptional customer service to clientele calling into Lifelock by
supplying information about products, providing merchandise suggestions and assisting new
members with enrollment.
• Utilized sales tactics to upsell services/products.
• Mentored new representatives on the floor; assisting with escalated calls.
TRC Staffing (Convergent), Atlanta, GA May 2014 - October 2014
Customer Service Representative
• Responsible for assisting 80+ customers daily in starting, stopping or reconnecting energy
service in a fast paced call center.
• Performed credit checks and assisted customers in updating account information.
Teletech Holdings (Weight Watchers), Remote November 2012 - April 2014
Customer Service Representative
• Responsible for managing, correcting and updating current members account information;
assisting 80+ incoming callers daily with their Weight Watchers accounts.
• Assisted users with navigating the online system when technical issues occurred.
Arise Virtual Solutions (Fabulous 5 Virtual Com-Contractor), Remote October 2010 - December 2011
Customer Service Representative
• Responsible for managing the business operations and a staff of 6; which included payroll, hiring,
training and scheduling.
• Performed remote access to assist new staff.
• Assisted 100+ incoming callers daily, for Rogers Wireless, managing changes on customer
accounts and receiving payments.
• Managed online and layaway accounts for Sears/Kmart by setting up accounts and assisting
customers with online issues/errors.
Primerica Financial Services, Duluth, GA July 2004 - May 2009
Customer Service Representative
• Conducted outbound calls to local offices concerning the compliance of insurance procedures
working with field agents in all 50 states.
• Supported field agents with correcting new application processing.
• Organized and filed life insurance applications while correcting client’s information.
• Notified existing life insurance companies of possible replacement to ensure compliance.
REFERENCES AVAILABLE UPON REQUEST