Customer Service Software

* ******* ****** ****

Glen Gardner, NJ *****

Home: 908-***-****

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

OBJECTIVE: To obtain a position in an organization where my present skills

and abilities as well as my successful

work experience will be utilized and will

contribute to the growth and success of the company.

Profile Summary

Provide Technical Support and problem solving/analytical skills to Computer

System and Users. Resolving or troubleshoot computer problems for clients

in person on site, via telephone or from remote locations. Advance

technical System Support, relating to computer hardware, software,

including printing, installation, troubleshooting, and electronics mail

including Lotus Notes and Outlook, Operation Systems and Network. Good

interpersonal and communication skills, customer service skills, ability to

motivate others, work in a diversity and intercultural environment.

Experience:

. As Team Leader, reviewed and delegated requests for service and handle

user issues to team, prior to requesting supervisor input.

. Technical Desktop Support, and manage, maintain Active Directory

(create users accounts and reset password).

. Technical Lead in deploy, Setup new HP, IBM and Dell hardware/PCs and

disconnect, move old X14IBM workstation.

. Setup equipment for employee/staff use, performing or ensuring proper

installation of cables, or LAN cables, Operation system or appropriate

software.

. Monitor and change backup tapes in a Windows, ISeries, and Telecom

environment

. Monitor the company's IT assets by ensuring that all technical assets

are accounted for and generating reports out of the asset management

database.

. Setup new Blackberry devices and Palm Treo's on the Enterprise Server.

. Installed and Configured Checkpoint VPN-1 SecuRemote/SecureClient

access for remote users over a Broadband/Dial-up connection.

. Install Symantec Ghost or Standard Image on PCs using the standard

imaging process.

. Confer with users and conduct computer diagnostics to investigate and

resolve problems or provide to technical assistance and support.

Provide remote support to users in the field and Site Visit as well.

. Install and program security upgrades as needed.

. Maintain daily records of deployment and disconnection of hardware,

software, or perform site verification Inventory, documentation, and

accurate PCs related inventory information.

. Provide Desk side support for hands-on issues, remote support to users

in the field and site support visit.

. Install and troubleshoot software including Lotus Notes, O/S, AS/400,

Business Object and Create, maintain Local users Email accounts in

outlook and exchange environment.

. Receive and log problem calls or service requests in the automatic

tracking system with minimum delay, update and close tickets requests

with change in status.

. Perform tasks related to scheduled service requests, including

equipment replacement, equipments installation/de-installation such as

LAN cabling connectivity, returns to stock, sit surveys, etc. Diagnose

and resolve hardware, software, or connectivity problem with minimum

delay.

. Perform 1st and 2nd level Desktop Support for hardware, software,

LAN/WAN, and apply break/fix solutions.

. Perform and controlled daily backup and monitoring of Event viewer

Install and update Anti-virus.

. Able to work both within a self-motivating framework and within a

team.

. Develop training materials and procedures, or train users the proper

use of hardware and software.

. Provide problem solving and analysis for all Brand Printers, PCs and

Laptops. Performed Help Desk related tasks.

. Stay abreast of new Information Technology standards, polices and

procedures.

. Scheduled field technicians to install and/or repair equipment across

the United States

. Supported 700+ Dealers and 50 Territory Managers across the United

States.

Employment History

IT Helpdesk Support/PC Configurations Miele, Inc Princeton, NJ

12/04 - Present

Installation and Display Manager Miele, Inc Princeton, NJ

02/02 - 12/04

Call Center Team Leader Miele, Inc Princeton, NJ

11/00 - 02/02

Call Center Techinician Miele, Inc Princeton, NJ

09/99 - 11/00

Operations Supervisor Johnson & Johnson

Raritan, NJ 05/90 - 09/99

Education

Network Certification (CCNA, CCNP) Network Solutions

Woodbridge, NJ Present

COMPTIA A+ Certification Network Solutions

Woodbridge, NJ 9/2006

AS/400 Operations and programming Midrange Consulting Services

Bedford, NH 1/2005

Web Design United Computer Training Institute Union,

NJ 3/2003

Electrical Certification Somerset Vocational Institute

Somerville, NJ 9/1999

System Programming JCL and Cobol Chubb Institute

Parsippany, NJ 5/1997

References available Upon request

Contact this candidate