Customer Service Support
Resume:
Christopher M. Samaris
Cell 978-***-****
Woburn, MA 01801
email **********@*****.***
SUMMARY
Results-oriented IT professional with over 5 years' experience in client-
facing environments. Successfully demonstrates the ability to work with a
team or independently to meet end user expectations and solve problems.
Able to interface with technical and non-technical business units at all
levels of the organization to meet deliverables and ensure the highest
level of satisfaction.
QUALIFICATIONS
. Extensive trouble shooting and analytical skills with the ability
to accurately identifying and assessing end user problem using
business best practices
. Proven track record in quickly completing projects while meeting
all performance targets
. Dedicated to providing quality customer support
. Outstanding communication and interpersonal skills
. Ability to listen effectively respond appropriately to customer
needs
. Recipient of multiple service excellence awards
EXPERIENCE
1 Source Consulting
Deskside Support May 2013- Present
. Support Federal Aviation Adminstration users based in the New
England Region. (Burlington,MA)
. Provide second level dispatch, application/operating system
support, and consultation for all IS desktops/laptops using Remedy
call tracking
. Responsible for monitor and follow-up on all assigned tickets
ensuring customer resolution in a timely fashion
. Effectively document all support efforts into the incident tracking
system
. Responsible for setting up users with VTC web conferencing system
. Provide superior customer service and world class support in a fast
pace corporate environment
. Diagnose problems (install, troubleshoot, configure and repair)
concerning a variety of internal and third party applications for
client workstations/laptops
. Responsible for Network support including mapped drives, and
internet troubleshooting
Receive, assess, troubleshoot, and resolve support requests.
. Imaged all desktops & laptops with Windows 7 operating system
. Provided support for all network & local printers..(Lexmark
Laserjet & HP Laserjet printers)
. Encrypted government issued laptops McAfee Endpoint Encryption
software
. Troubleshoot any Lotus Notes & Office 2010 applications
COMPUCOM
Technical Support Associate July
2006- Oct 2012
. Support over 10,000 end users with a team of 4 technicians handling
all break/fix and desktop support
. Provide first and second level dispatch, application/operating
system support, and consultation for all IS desktops using
Peoplesoft and Remedy call tracking
. Responsible for monitor and follow-up on all assigned tickets
ensuring customer resolution in a timely fashion
. Effectively document all support efforts into the incident tracking
system
. Responsible for multiple high-profile, complex projects and
implement with minimal disruption to end users Technical Support
Associate
. Provide superior customer service and world class support in a fast
pace corporate environment
. Diagnose problems (install, troubleshoot, configure and repair)
concerning a variety of internal and third party applications for
client workstations
. Responsible for Network support including mapped drives, and
internet troubleshooting
Receive, assess, troubleshoot, and resolve support requests.
. Specialize in handling SEP/Virus definition tickets for the service
desk
. Train new team members on the service desk
Southern Maine Technical College
Desktop Support Technician Sept
2000-June. 2002
. Provided technical support to students in a Networked Novell
Environment
. Oversaw the daily operations of the student computer lab
. Performed proper troubleshooting steps to resolve all hardware and
software related issues
. Updated computers with latest service packs and patches
. Acted as a computer consultant for students
. Educated students on computer practices
. Designed and maintained multiple databases with Microsoft Access
2000
Created a successful VPN server using Windows 2000
. Designed and implemented a Linux Firewall
Christopher M. Samaris
PAGE ONE
SHELFLINK
Systems Administrator Asssistant
Sept 2001-June. 2002
. Provided Hardware and Software support to Windows 2000 Servers and
Windows NT and 2000 Workstations
. Installed and configured computer hardware and software in a
Microsoft networked environment
. Researched and Tested new software and made appropriate
recommendations
. Worked with Group Policy and Scripting in Active Directory
. Conducted Inventory Management
. Adept at developing effective internet policies and procedures,
project documentation, as well as technical and business
specifications
. Diagnosed and solved computer problems for end users
TECHNICAL EXPERIENCE
TECHNICAL EXPERTISE: Partitioned and Formatted HD's, Installed Operating
Systems, Imaging, Various Application installs, Mapped Network Drives and
Printers, Assisted Network Administrator.
HARDWARE: IBM, DELL, HP, COMPAQ
SOFTWARE: MS Office, Outlook, Lotus Notes, Symantec Antivirus, Helpdesk
Applications, Visual Basic, HTML, Adobe Acrobat Reader/Writer, Internet
Explorer, Citrix Metaframe, Symantec Ghostware, Novell Netware 3.0 & 4.0,
VMWare Workstation, PC Anywhere, Terminal Server/DCAT, Timbuktu,
PeopleSoft, Remedy and Java.
OPERATING SYSTEMS: DOS, Windows 95, 98, NT, 2000, XP,Windows 7, Windows
2000 server, Novell, and some Linux.
EDUCATION
Southern Maine Community College Associates Degree
Computer Technology
Christopher M. Samaris
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