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Customer Service Support

Prospect Park, Pennsylvania, 19076, United States
March 09, 2011

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Thomas M. Ward

*** ************ ***.

Prospect Park, Pa. 19076

Home Ph: 610-***-****

Cell Ph: 484-***-****



Desktop Support Professional with MCP. Experienced with MS Office and all

Windows Operating Systems. Seeking a job in a customer oriented, fast

paced and challenging environment.

Professional Profile

. Highly motivated, organized and dedicated, with a positive attitude.

. Team player and team oriented.

. Multi-tasker, consistently meeting tight deadlines.

. Excellent written, oral, and interpersonal communication skills.

. Courteous, punctual, and dependable.

. Excellent problem-solving and mediation skills.

Professional Experience

PC Performance: 2006 - Present

Position: Owner


. Troubleshoot, Repairs and Upgrades of customers PC's.

. Services performed include upgrading customers computer operating

systems to Windows XP and Windows Vista.

. Installing and training users with Microsoft Office 2007 applications

including Email issues.

. Installing and troubleshooting software issues with customer specific

software applications.

. Recommend and install hardware upgrades for clients' computers

including additional RAM memory chips, faster video cards, larger hard

drives and wireless network cards.

. Highly experienced in Hardware troubleshooting and repair

. Experience with Laptop repairs.

. Pride in my ability to always listen to customers needs and to take

the time to explain complex computer concepts in laymen's terms that

the average user can comprehend and to always answer any questions or

concerns to the best of my ability.

Lockheed Martin GES 08/1997 - 01/2006

Position: Desktop Support Specialist

Responsibilities: Desktop support for over 5000 end-users.


. Using Remedy to document and track support.

. Installing and troubleshooting Dell, Micron and previously Quantex

computers including Desktops, Laptops, PDA, Peripherals.

. Unlock users' accounts on the domain.

. Identify and resolve network issues by checking TCP/IP, DUN/RAS.

. Identify computer resource conflicts (IRQ, I/O Port, DMA) and

recommend solutions

. Technical support to remote users.

. Support users on MS /Exchange 2000 email Servers, Outlook 2003/2007 as

a Client email, and Microsoft Office 2007-Enterprise version.

. Responsible for 90% desk-side support -10% phone or email support.

. Responsible for complete customer service and documentation of


. Follow call-tracking procedures.

. Use Ghost Imaging to reinstall all software on users' computers.

. Data Recovery.

Awards Received:

. "Award of Appreciation" from the Director of the United Way of

Burlington County, NJ. in 2004; I was the Lead Tech chosen to clean

and upgrade the computers for U.W. after they were the victims of a

nasty Virus outbreak.

. "Award of Excellence" from Lockheed Martin for my On-Call support for

an important "Proposal Room" Project.

Education and Certifications

. Technical Degree in Computer Repair & Technology, 1997 CHI Institute,

Broomall, Pa.

. Certified as a "Microsoft Certified Professional" (MCP)

. Certified as a Dell Desktop Support Technician.

Technical Skills

Hardware, Software and Operating Systems:

MS Office 97/2000/2003/2007 Applications

Windows 7/ Vista/ XP Pro/ 2000 Pro/ ME/ 98/ 95/ NT 4.0 Client/ Server



McAfee and Norton Anti-virus

Malware and Spyware Removal Tools

MS Active Directory

Symantec Ghost

Call tracking system Applications

MS Exchange



Laptop break\fix support

Printer, copier & fax support

Dell Certified with Desktops and Laptops (Certs. Expired)

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