Technician Quality Control
Resume:
ROGER WRIGHT
Kettering, Ohio 45429
*********@***.**.***
SUMMARY
An accomplished senior computer/networking systems support technician with
over 11 years experience specializing in installations, configurations,
troubleshooting and repairs of office/home networks and computer systems.
Background working in both a call center and field environment supporting
thousands of users worldwide, earning a very solid reputation for high
productivity, complex problem resolution and outstanding professionalism.
Ability to consistently solve computer issues with minimal amount of
downtime for the customer. Competencies include:
. Strong communication skills and analytical abilities to identify and
resolve computer and network issues in a windows operating system
environment.
. Ability to train new employees and customers in the use of complex
computer systems and software.
. Ability to understand new computer systems & procedures with a great
desire on learning new skills while remaining flexible through the
process.
. Strong ability to multitask numerous jobs.
. Ability to work well both independently and as a team member, skilled at
establishing a rapport with colleagues at all organizational levels.
PROFESSIONAL EXPERIENCE
LEXIS NEXIS (Miamisburg, Ohio) 2006 - 2010
Senior Computer Support Technician (2008-2010)
. Provided database accounting software support (PCLAW) to large and small
law firms worldwide.
. Supported the Installation and configuration of the software on
workstation and servers in a windows environment by setting up the
workstations on there network and configuring the rights and permissions
on the server.
. Provided usability support by assisting the lawyers with billing, expense
recovery, and analyzing and interpreting database financial reports,
performing year end reports, and assisted in entering time and fee's
into the database to name a few. Many other areas of this software were
supported.
1st level Computer Support Technician (2006-2008)
By using my strong annalistic skills I was able to diagnose and resolve
customer issues within the first 10 minutes of a call in which this
provided the customer with a very short downtime and increasing the
productivity for the customer. This resulted in a happy and continued
customer. Some of the Support that was provided Include:
. Supporting large and small law firms with issues connecting to Lexis
Nexis research websites. By troubleshooting Windows browser software
Microsoft Internet Explorer. Other browsers supported were Fire fox.
. Setup security and trusted sites in internet explorer and Firefox
allowing safe and secure usage of the research sites.
. Provided Support for the Sales Representatives in troubleshooting issues
with there company provided laptops and Blackberry phones.
SYSTEMAX MANUFACTURING, INC. (Fletcher, Ohio) 1998 - 2006
Assistant Supervisor / Quality control Inspector (2000-2006)
During this period my strong computing skills provided me the opportunity
to work in the manufacturing plant as a quality control inspector part time
and as an assistant supervisor in the call center the other time. I
performed final inspections of manufactured systems for correct operational
performance and completeness IAW the work order for the computer. Some of
the task I was assigned in the call center included:
. Assisted in creating a 3 man internal helpdesk for the 1st level support
technicians. This resulted in a quicker resolve for the technician and
higher call resolve percentage.
. Assigned to evaluate 3-4 technicians by live phone monitoring for
customer satisfaction. Provided coaching sessions with the technician on
the results of there evaluation.
. Resolved customer complaints requesting supervisory intervention.
. Assisted in providing call matrix number for the supervisors.
1st Level Computer Support Technician (1998-2000)
Provided hardware and software computer support for Systemax branded
computer, also computers
manufactured for different vendors
which included Home Shopping Network, NFL, CompUSA to name a few. Some of
the task I was assigned to perform and completed were:
. Received support calls from customers with computer hardware and software
issues.
. Created a database in Microsoft Access97 to track onsite computer
repairs, which resulted in faster time researching completed onsite
repairs or the status of ongoing repairs.
. Setup onsite computer repairs with a 3rd party repair center for in home
replacement of defective hardware components.
EDUCATION AND TRAINING
Sinclair Community College (Dayton Ohio)
Computer Support Specialist
Stress management, Lexis Nexis
Dell Computer Support, Lexis Nexis
CompTia A+
MS Word, Outlook, Access and Excel 2003
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