CAREER OBJECTIVES: -To expand my knowledge with hardware and software technologies.

-To work hands-on with computers and servers in order to learn more about server setup and networking.

TECHNICAL SKILLS:

55 WPM Average

Batch File Creation

Daily System Monitoring

Hardware/Software Installation

Server Maintenance

Technical Analysis

VOIP Setup / Data Collection

Wyse Terminal Setup

Hardware:

Desktops (Dell), Laptops (Dell), Printers (HP), Notebooks, Tablets, smart phones, servers (home and small business), and switches

Software:

MS Office, Active Directory, Microsoft Exchange, KACE, KACE Imaging, RDP, LogMeIn Rescue, Bomgar

Operating Systems:

Microsoft Windows XP, Vista, 7, 8, 10, Server 2008, Server 2012

EXPERIENCE:

October 2015 – January 2016 Robert Half Technology, Jacksonville, FL

(3 Month Contract) Desktop Support Technician (Via Fanatics, Jacksonville, FL)

Installed and performed Major/Minor repairs to hardware, software, and peripheral equipment, following design or installation specifications. (Dell OptiPlex PC, Dell Latitudes Laptops)

Help maintain our entire IT hardware stock, by using Microsoft Excel and KACE asset management system.

Lead specialist for analyzing building critical support requirements, identify deficiencies and potential opportunities, and develop innovative solutions for increasing reliability and improving productivity.

Created Batch files to perform various tasks around the warehouse. (ex. To install all necessary drivers and programs preceding the install of a necessary program for everyday operation.)

June 2015 – October 2015 Convergys, Jacksonville, FL

904-***-****

T1 Technician

Handles questions via phone addressing hardware, software, cable, internet or telephone related issues.

Managing and maintaining customer accounts and information.

Reporting & escalating issues through the appropriate channels.

Effectively communicate information with team members & customers alike.

Diagnosing & providing a path to resolving various technical issues.

Proactively identifying ways to avoid recurrence of customer issues by improving the processes, reviewing technical articles, & recommending changes.

Strive to meet highest level of customer satisfaction by resolving customers issue in professional & timely manner.

Multitasking through multiple systems while troubleshooting with customers.

August 2014 – September 2015 Connect-Tek LLC, Jacksonville, FL

T2 Technician (Via iTok, Inc., Lehi, UT)

Diagnostics, troubleshooting and repair of systems and applications.

Maintain the operations and performance of systems and applications for customers.

Tracking assigned service requests and other tasks.

Documentation of customer service requests and identification of recurring problems.

Timely resolution and escalation of service requests and problems.

Recommendation of changes to systems and applications to prevent future incidents and problems.

Primary role in communications with customers, providing updates and information for ongoing problems.

Handling the escalation of advanced service requests and troubleshooting.

OTHER SKILLS:

4 Years of experience performing excellent customer service

EDUCATION:

June 2012 Robert E. Lee – Jacksonville, FL

High School Diploma – 3.0 GPA

Member of the Robotics Club

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