Customer Service Technician

Dejan bUgarin

*** **** **. #*** ( REVERE, MA **151 ( CELLPHONE: 781-***-**** (

************@*****.***

SUMMARY

Computer support technician with over ten years' experience providing

technical assistance to business professionals. Demonstrated ability to

integrate computer skills, customer support experience, and related

education to exceed technical, business, and customer requirements. Skilled

at troubleshooting and fixing problems while minimizing customer stress

levels. Professionally certified by CompTIA

SKILLS

. Desktop Systems . Local Area Networks . PC Imaging

. Training and . System Maintenance . System tuning

Support

. Help Desk . Diagnostics . Troubleshooting

Operations

. Customer Service . Administration . E-Mail and Internet

Professional Experience

Rent-a-center national product services, Franklin MA February 2008 - July

2009

Computer technician

. Reduce costs while increasing reliability by eliminating use of outside

hardware consultants through personal hardware expertise and reduce the

need for outsourcing technical repairs

. Create HDD image of 70% of computers that we received in our service.

Sorted and placed them on the server. For further ease of use and

reinstall using the corporate Norton Ghost, Active Boot Disk, Acronis

imaging software

. Identify, troubleshoot, and analyze computer related issues. Determine

appropriate course of action, and conduct repairs, removal,

modifications, and upgrade internal components as needed

. CPU . LCD screens . CD/DVD Drive

. RAM Memory . Keyboards . Hard Disk Drive

. Motherboards . Network Wi-Fi Cards . CPU Fan`s

. Created knowledge articles for all issues not already documented to

reduce troubleshooting and research time for future calls

. Troubleshoot hardware problems and suggested improvements to management

. Activity in repairing and operating PC/Notebook`s under manufacturer's

warranty specifications.

. DELL, TOSHIBA, ACER, SONY, COMPAQ, GATEWAY, HP

. After a year received a letter of thanks for the achievements

Geek national, Boston ma April 2008 - February

2009

Field Support Technician (contractor)

. Performed telephone and on-site troubleshooting of PC`s and external

peripherals

. Managed file systems, storage devices, network connections and

workstations

. Built computer systems to customer specification for private clients

. Frequently used initiative and independent judgment to organize own work,

set priorities and met critical time deadlines

. Maintain, and repair computer systems to improve speed, reliability, and

efficiency of operation.

. Demonstrated high quality, results-driven, prompt, and professional

customer service and support to instill confidence in technical advice

and directions

. Provide customers technical assistance setting up their home networks and

accessing the Internet

. Troubleshot network connectivity, network printing and user access issues

. System Restore . Virus Removal . System Maintenance

. Windows XP/ VISTA/ . Network Setup . Data Backup

7

.Hardware/software . Training . Printers

update

. Received numerous customer commendations and awards

. Install various printer/scanner configurations

teleplan, Irving tx May 2006 - January

2007

PC Technician(consultant)

. Developed streamlined procedures that decreased labor time and eliminated

redundancies.

. Analyzed frequent problems and consulted with Training Coordinator to

design and offer training sessions in order to address the problems

. Actively tracked and followed up on trouble tickets, reducing average

response time from three days to five hours

. Prototyped system upgrades to identify potential problems and learned to

operate and troubleshoot new systems

. Created and edited documentation for installation and training manuals

. Repaired, serviced, and replaced parts, boards, and equipment under

manufacturer's warranty specifications by Gateway

j&r auto center, fort worth tx January 2003 -

February 2006

Manager Assistant

. Developed streamlined procedures that decreased labor time and eliminated

redundancies.

. Managed 6 employees in daily job tasks. Assisted in inventory management

responsibilities including warranties, purchasing and inventory control

. Aided in human resources functions including payroll, training, and

performance appraisals

. Maintained computerized inventory

. Established successful relationship with repair shops

alphanational technology services, fort worth tx November 1999 -

October 2002

Field Support Technician

. Support of desktops and notebooks, printers across main office and remote

sites. Carry out hardware and software updates, troubleshoot systems, and

conduct on-site and telephone support

. Perform desktop support for clients and employees in person and by

telephone. Built custom PCs, upgrade and maintained computer systems and

performed hardware upgrades.

. Plan and manage the upgrade of workstations to Windows 2000/XP and MS

Office Suite and install and configure hardware, software, and operating

systems.

. Purchase and install equipment, maintain inventories, and help create

policy and procedure manuals.

. Document all contact activity, including detailed troubleshooting steps

and problem resolution in the call tracking system for each transaction

. Provide customers technical assistance setting up their home networks and

accessing the Internet. Troubleshot network connectivity, network

printing and user access issues

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