Customer Service Technician
Resume:
Patrick Sanders
**********@***.***
Objective To obtain a position as a Desktop Support Technician
Profile
• 7 years experience in a technical specialist role focusing on customer support
• Good written and verbal communication skills
• Goal oriented, driven to succeed both individually and as a team player
• Organized, detail oriented, problem solver
• Advanced knowledge of Microsoft Software including XP, Vista, Windows 7, Office, and Active Directory, and Server 2008
• Experience with Apple computers and software
• Experience with VPN and mobile devices, including Blackberry and iOS devices
• Experience with installing and supporting network and server systems
Education
• Microsoft Certified Technical Specialist, Windows 7 Configuration
• CompTIA Security+ certification
• 30 college credit hours towards AAS in Computer Networking
• Active Secret clearance with United States Dept. of Defense
Relevant Experience & Accomplishments
Desktop Support Technician at Traxxas October 2012 to Present
• Install and maintain both Mac and PC desktop and laptop computers, network and local printers, mobile devices, and server systems
• Manage inventory of computers and peripherals, created purchase requests for necessary equipment
• Assist Network and System Administrators with network and server issues
• Manage and respond to user requests through Spiceworks ticketing system
• Assist with relocation of computers and employees to newly constructed facility
Desktop Support Team Lead at Army Installation Management Command Headquarters October 2011 to October 2012
• Technical assistance to 3 star Command HQ, supporting 1400 users and computers, 100 printers, and over 400 mobile devices, including Blackberry phones and Apple iPads
• Directly supervised 10 Desktop Support technicians, and Systems and Network Administrators
• Migrated all computers from Windows Vista to Windows 7 using Microsoft SCCM and Symantec Ghostcast
• Created and modified user and computer objects using Active Directory
NEC Helpdesk Team Lead at Fort Sam Houston October 2010 to October 2011
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• Assisted with interviews, coaching, and training new employees
• Directly supervised 6 employees
• Provided first contact support to 25,000 users migrating to Microsoft Enterprise Exchange server
• Answered 2nd tier phone calls to assist with escalated issues
• Used Microsoft SCCM and Symantec Ghostcast to setup and deploy computers
AFNETOPS Helpdesk Technician II at Lackland AFB April 2010 to October 2010
• Technical Helpdesk for all of United States Air Force
• Created, maintained, and deleted user and security groups using Active Directory
• Preformed team lead responsibilities including assigning work and training.
I/T Service Desk at USAA, May 2009 to April 2010
• Internal Support of Customer Service Representatives with Computer related issues
• Ticketing system to ticket calls and escalate issues.
• Create and update troubleshooting processes
• Support multiple proprietary and common applications
U-verse Technical Support Representative with 2wire, July 2007 to May 2009
• Supported residential customers with digital television, high speed internet, and VoIP products
• Created and edited training courses and support articles
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