Customer Service Technician

Mark A. Taylor

**** *********** ****, ******, ***** 77373 832-***-**** Cell

Email: *******@*****.***

Website: www.wix.com/metaz39/Photos-by-Mark

SUMMARY

Customer Oriented Individual seeking a position with a synergistic, team

spirited company. The ideal company would be one that seeks an ambitious

career conscious person whose acquired skills, excellent customer service

experience, and strong ability to learn quickly will be utilized toward

continued growth and advancement.

KEY QUALIFICATIONS

Over 20 years of customer support and service. Working both face to face

and over telephone with end users. I excelled in beliefs and practices

that the customer is always right and find creative solutions to their

issues and needs.

10 + years experience in Helpdesk and Desktop Support, providing

exceptional customer service, troubleshooting and repairing desktops,

laptops and network equipment in addition to custom building desktop

equipment and setting up basic networks and peripherals.

Experience assisting in the configuration of LAN (Local Area Network)

environments specifically with Work Stations, terminals, dot matrix and

label printers as well as bar code readers. Also supported Both Dial Up

and Broad Band Internet systems.

Management experience both in retail and as a Team lead for a helpdesk team

supporting and assisting in the continuing education of a team of 25 to 35

1st level technicians.

Effective communicator with exceptional ability to effectively translate

technical information and support to individuals from the ages 7 to 70.

TECHNICAL SKILLS

Operating Systems

Windows 95, 98, NT 4.0, ME, Win 2000, XP Professional, Vista, Windows 7

Applications

Microsoft Office Suites, Outlook, some Lotus Notes, Norton Ghost and a

variety of standard and proprietary packages.

Hardware Supported

All brands of PCs as well as some Macintosh computers. Elton/Zebra label

printers, HP, Xerox and Lanier multi function printers, IPAQ, Palm,

Blackberry handhelds and a variety of other equipment as need arises.

Support included all phases of implementation, troubleshooting regular

testing and maintenance.

EXPERIENCE

URS (Formerly Washington International) (Position started as contract

through CXI (agency) then as Direct Hire to Perot Systems, and Dell

Computers after they acquired Perot ) Term of overall employment 11/07 -

Present

Level 2 Desktop Support. Duties include but not limited to Desktop

support in hardware and software applications. Primarily but not limited

to Microsoft Office apps. Worked with Vendors to support Documentum,

Primavera, Adobe products, Symantec Anti Virus, and MacAfee Encryption

software and implementations. Duties included maintaining inventories

through Win Install and maintaining ghost images for a variety of

engineering disciplines. Role also included troubleshooting a variety of

other software packages as the need arose. Supported approximately 1000+

users locally and nation wide via use of Dame-ware remote software.

Clearpoint Technologies / Ad Litum (Agency) 09/06 - 08/07

Smart Financial Credit Union (Contract Assignment) Desktop Support

Analyst and Refresh Technician. Duties included running a refresh project

and taking care of IT Trouble tickets where desktop issues were involved.

These included working with a team as well as resolving issues

independently. Supported Dell, Gateway, Sony and HP desktops and laptops

for both hardware and software. Also supported a number of printers

including HP laser and multifunction Printers and a variety of inkjet

printers as well. Software support included Windows 2K and XP platforms,

office suite products, Adobe products, anti spy-ware and antivirus products

and a number of other graphic and publishing pieces as well as our Credit

Union suite OSI.

BTS Group (Agency) 12/05 - 06/06

MD Anderson (Contract Assignment) Desktop Support Technician. Duties

include all aspects of support for PCs, local and network printers. I was

responsible for troubleshooting and rectifying hardware and software issues

in a timely manner. Routinely imaged machines with Windows 2000 and XP Pro

using Norton Ghost on HP and Dell PCs installing all software and hardware.

Additionally was responsible for upgrades and hardware refreshes.

GHG (Agency) 12/04 - 12/05

MD Anderson (Contract Assignment), Refresh Technician - Division of

Pharmacy. Refreshing Systems (HP desktops), assisting in department moves

and new installations of Desktop equipment, software and other duties as

they arise and are assigned.

Lockheed Martin (Contract Assignment). Refresh Technician - Provided

support for a Win2k refresh. Desktop support in Win2k and XP desktop

environments supporting various software packages and hardware.

MD Anderson (Contract Assignment). Refresh Technician - Provide user

support - Integrated Desktop Services (IDS). Refreshing Systems (HP

Desktops), assisting in department moves and new installations of Desktop

equipment and other duties as they arise and are assigned.

Robert Half Technology (Agency) 6/04 - 11/04

Cebridge Connections (Contract Assignment). Help Desk - Provided

Customer Service and helpdesk support for both commercial and residential

clients with Broad Band connections troubleshooting various Broad Band

Cable modems and PCs as well as providing NOC (Network Operation Center)

support monitoring traffic and line issues through the Cebridge System.

Harris County Department of Education (Contract Assignment). Refresh

Technician - Installed new PCs for classrooms using Norton Ghost. Trouble

shot hardware and software network connectivity issues with new and

existing PCs. Ran various proprietary software installations.

Administrated user permissions for various applications

Self Employment 01/02 -Present. Desktop Support Technician - Performed

various computer related services which included: Custom built computer

systems to client specifications. Set up and trouble shoot basic networks

and systems. Worked with various Operating Systems and software which

included but is not limited to Win95 through XP Professional, Vista,

Windows 7, office suites and various software packages. Set up

network/internet surveillance systems. Misc. PC and network tasks.

Various Break/Fix tasks

Quantum Resources 6/00 -01/02

.

Quest Diagnostics. (Contract Assignmreny) Admin and Desktop Support

Technician - Performed various first and second level tech support and IT

tasks which included: Maintaining network equipment in 5 labs which

supported over 100 users as well as all desktop support for users in three

different Houston facilities. Responsible for break/fix solutions for

software and hardware.

All new installations. Network, Hardware, and Software Troubleshooting.

Local Helpdesk to three Houston Business Unit facilities. Monitored,

maintained and routinely tested network equipment and ran server backups.

Responsible for time management and prioritizing tasks without supervision.

Jiffy Lube Division of Pennzoil (Contracted)

Helpdesk analyst - Worked with a support team that provided 1st and 2nd

level tech support for both hardware and software issues to over 2300

stores nation wide.

Provided customer support for both company and franchise stores escalating

issues through proper channels. Software support included: Windows NT,

Windows 95, Outlook, Office 97, Access 97, and Pennzoil's own POS (Point of

Sale) system.

Everyone's Internet 11/99 - 6/00 (Part time)

Helpdesk Analyst -Troubleshooting dial up networking issues for all makes

and models of computers as well as all operating systems. This includes

both IBM and Macintosh type systems.

Convergys 11/99 - 6/00

Help Desk Team Lead - supported and assisted in the continuing education of

a team of 25 to 35 1st level techs. My team provided outsourced support

for one of the top five computer manufactures in the world. We were

responsible for generating annual revenues of between $1,475,000.00 and

1,770,000.00 by providing exceptional customer service and technical

solutions for their home and office issues.

OTHER INTERESTS

Photography

Both as a hobby and a side venture.

Business Website: www.wix.com/metaz39/Photos-by-Mark

Contact this candidate