Customer Service Technical Support

SUMMARY

Enthusiastically, HelpDesk technician professional currently providing technical support in a medium users environment. Skilled problem solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, network and peripheral problems.

AREA OF EXPERTISE

●MS Office/Outlook

●Excel

●Experience with cisco networking

●Effective problem-solving skill

●VPN connection entry

●Ticket System

●Troubleshooting proficiency

●Active Directory

●Xp,2000, 7,8, 10

●Windows 7

●VMware

●Accomplished with mobile device

●Knowledge of TCP/IP

●Remote Access VNC

●Patient and diligent

PROFESSIONAL EXPERIENCE

CCI Central Computer Institute

900 Silver Spring Ave A, Silver Spring MD 20910 Jan 2016 - Present

IT Service Desk Technician

●Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

●Receiving, logging and managing calls from internal staff via telephone and email

●Maintaining an Asset Database and track changes

●1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printer

●Troubleshoot basic network issues such as ADSL broadband issues

●Log all calls in the Service Desk Call Logging system (SCSM)

●Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

●To maintain a high degree of customer service for all support queries and adhere to all service management principles

●Provide stats for the weekly Service Desk report on call trends

●Publishing support documentation to assist staff with requests for information & provide staff training if required

● Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

●Remote Desktop Connection and Skype

●Data transfers and overlay of Desktops, Laptops.

●Repair computer hardware and software.

●Ask questions to determine nature of problem

●Server: Microsoft Windows 2007,2008 and Exchange 2012 Active Directory Software: MS Office Suite, MS Project, Antivirus, spyware, firewall protection

●Provided technical support to computer system users on reported issues and service requests

●Installed and upgraded system with the virus protection software, spyware, and firewall protection

●Operating Systems: Windows XP, Vista, Macintosh, Linux

●Networking: WAN, LAN, IP, VPN

●Resolve incoming tickets using Spiceworks to evaluate and prioritize tickets per urgency and escalate to the next Tier (Person) if the request for assistance is beyond DBA help desk from users experiencing problems with hardware, software, networking, and other information system-related technologies.

●Setup new computers for users, while doing peer to peer data transfers

Capella Hotel and Resort Washington Dc June 2014 - Dec 2015 1050 31st NW Washington Dc

Guest Service Agent

●Welcome, register, and assign rooms and issue room keys or cards to the guests

●Provide information about services available in the hotel and in the community

●Verify customers’ credit and establish how the customer will pay for the accommodation

●Review accounts of the guests who signs out.

●Keep records of room availability and guests’ accounts, manually or using computers

●Record guest comments or complaints, referring customers to managers as necessary.

●Maintenance staff when guests report problems

●Make and confirm reservations

●Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions

●Arrange tours, taxis, or restaurant reservations for customers

●Compute bills, collect payments, and make change for guests

●Assisting in overseas and hearing-impaired phone calls.

●Responsible for completing other duties as assigned by the manager

●Responsible for maintaining a good rapport with the guests and other customers

●Maintained a good relationship with the customers

●Handled all the duties of this position like: welcoming and greeting guests, handling cash, answering phone calls, assigning rooms and so on

EDUCATION AND CERTIFICATION

●Montgomery College Feb 2015- Dec 2016

A+ Certification

●Cisco Certified Network Association (CCNA) - Jan 2013 - June 2014 Prince of George Community College

●Micro link Information Technology College SEP 2005- JUNE 2009 Computer Science Degree Addis Ababa Ethiopia.

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