Technical Support Service
Resume:
***** *.******** ******* *** ****
Kenneth H. Daniely
PHOENIX,AZ 85044
*********@*****.***
EXPERIENCE
Skills
System Support Specialist October 2008 – September
HP Open View Service Desk
2010
I-Series
TechStaff contract at Avent Inc., Chandler, Arizona
AS/400
Symantec Ghost 8.0
Imaged laptops for redeployment to Avnet employees as well as performing data
backups for laptops and desktops. Handled warranty repair for
Active Directory
IBM ThinkPad laptops. Performed system upgrades such as
Microsoft
RAM and hard drive installation. Other duties include inventory of all
Laptop equipment and materials for the Depot department.
Office Windows XP / Windows
Responsible or system deployment to new and current Avnet employees.
2000
Lotus Notes 6 & 7
Helpdesk Support Technician Level I 2008
PCAnywhere
Phoenix Staff contract at Shamrock Foods, Phoenix, Arizona
Citrix Neighborhood
I provided quality first level technical support to end users. Maintain user access to
Shamrock Foods Enterprise Network and to individual applications. Log, track, and
report all calls/issues that occur with the Help Desk Database. Record and document
all action taken to correct problems. Responsible for performing the daily and weekly Certifications
backups tape drives for Shamrock Foods. As well as monitoring the I-Series/AS400
consoles for system issues Dell Certified System Engineer
Field Service Technician 2008
Qualxserv, Phoenix, Arizona
Working with minimal supervision I was responsible for scheduling service calls for
customers to replace hardware for Dell laptop and desktop systems throughout the
Phoenix Metropolitan Area. Also preformed other duties such as OS reinstallations if
necessary and contacting Dell Technical Support if further assistance is needed.
Deployment Coordinator/ Internal Service Desk Support
September 2005 – November
2007
DHL, Phoenix, Arizona
Performed Easy Ship Admin duties, supporting 100+ Field Automation reps. Deploys
Easy Ship and Libra Software/Hardware to resellers and customers countrywide.
Validate internal and external customer technical requirements for system installations
and upgrades. Properly log all service calls into HP Service Desk application. Follow
up with customers regarding status and satisfaction of scheduled event. Manage
customer expectations to mitigate potential or actual high-risk situations. Identify
issues and recommend solutions to enhance departmental productivity. Utilize
software applications for report generation as needed. Prioritize tasks according to
importance.
Provided first-tier technology end-user support and resolution to internal DHL
employee’s via telephone on basic hardware, network, software, and application
problems. Troubleshoots and restores service and equipment troubles by analyzing,
identifying, and diagnosing faults and symptoms using established processes, scripts,
and procedures.
Technical Support 2005
Techstar contract at Wells Fargo, Chandler, AZ
Reset passwords and unlocked Wells Fargo employee accounts. Transferred calls to
different areas of the IT department to get proper assisted when needed. As well as
data migration, active directory id’s, and email accounts.
Computer Technician 2005
ILX Resorts, Phoenix, Arizona
Supported 200 user accounts in the ILX Resorts Corporation headquartered in
Phoenix, AZ. Using remote client software such as PC Anywhere, fixed various issues
with employee’s computer systems. Handled setting up new user accounts to the
network domain as well as performed system restores, installation of new software,
and traveled to different resorts to provide on-site support.
Technical Support November 2004 – March 2005
Grafton contract at Go Daddy Software, Scottsdale, Arizona
Assisted customer’s on providing resolutions to their go daddy accounts. Provided
inbound calling assistance to new and current customer’s accounts for web hosting,
registration of a domain, or debugging one of our website building programs.
Responsible for sending trouble tickets when necessary and answering questions by
customer’s sent via email.
Computer Operator I
Arizona Federal Credit Union Phoenix, Arizona May 2003 – Feb 2004
Help Desk support to in-house employees. Troubleshoot problems within the
Information Technology Department. Maintained and performed nightly backups of
computer system; responsible for safekeeping of tape backups. Installation of system
patches. Testing of programs before implementation into live computer system.
Handled electronic transfers to member accounts. Researched customer accounts to
verify balances, transaction errors, deposits, and withdrawals.
Claims Specialist
First Health Scottsdale, Arizona April 2002 - Feb 2003
Accurately enter health claims for insured individuals. Responsible for entering UB92
hospital claims and HCFA1500 doctor office claims into computer system for
processing. Maintained 10-key keystrokes of 9,989/kph and alpha/number keystrokes
of 10,000/kph.
Data Entry Clerk
Snelling contract at EDS Phoenix, Arizona December 2000 – April 2001
Data entry of credit applications for GMAC dealerships throughout United States and
Canada. Part-time position while attending school on a full-time basis.
Game Host / Play Jockey
Game Works Phoenix, Arizona January 2000 – Oct 2000
Part-time position while attending school on a full-time basis. Assisted and educated
customers with operation of games and attractions; answered
customers’ questions. Announced contests over PA system throughout the venue.
EDUCATION
Bachelor of Arts and Science
University of Advancing Computer Technology, Phoenix, Arizona
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