Customer Service Technician

David Burgess *************@*****.***

270-***-****

Summary:

Over 7 years of experience as a Support Technician. I am an experienced

printer technician and PC Technician with hands on experience working on

LINUX, UNIX, Windows and Windows XP systems. Has worked as a Help Desk

Support Analyst and supported end-users by troubleshooting PC issues on-

site, remotely, and over the phone. I have handled troubleshooting,

repairs, installations and upgrades on PC's and laptops.

Education:

1987-1989 Rets Electronics Institute Louisville, KY

. Associates in applied science of electronics engineering technology

. Perfect attendance with a GPA or 3.8.

1992 Dutchess Community College

Poughkeepsie, NY

. Formal Training in hydraulics, pneumatics, and vacuum

. Statistical Process Control

2001-2001 Accent Training

Louisville, KY

Completion of Comptia A+ Training Course, Networking+, Bench work+

Work Experience:

Dec 2001- Present First Time PC LLC. Vine Grove, KY

Senior Level Technician

. Suggested new products that increased earnings by 23%.

. Successful operation of computer resale business, advertising and

marketing

. Order parts and handled all the repairs, software and hardware

installations, upgrades and resale of laptop computers and desktop

computers, including Dell, Compaq, HP, Micron, Sony, Toshiba, Panasonic,

IBM. and Fujitsu

. Server installations, wired as well as wireless networking and CAT5 cable

configurations (cross-over and patch), topologies, hubs, routers, access

points, firewalls, decommissioning, and maintenance

. Help Desk Support, end-user support, Customer service, and Resolving

Customer concerns and issues, including connectivity, active directory,

and file location (software and hardware) via internet and telephone,

ICR, Metaframe, RDS, RDC and Imaging (locally as well as via network)

. Train personnel in business practices including, customer communication

skills, quality standards, and standard operating procedures

. Worked with LINUX, UNIX, Windows and Windows XP.

. Deployments of new Dell personal computers at VA Medical centers nation

wide,

per Dell technical installation guide, as well as being the tech lead,

communicating with team members, including the customer, to resolve

issues, discuss deployment strategies and insuring all team members

followed documented procedures. This included legacy computer

removal, entering all required data online for asset management, data

migration

and imaging new computers

1997-2000 ESSC inc. Louisville, KY

Senior Level Printer Technician

. Setup, diagnose and repair all makes and models of printers, including

HP, Okidata, IBM, Unisys, Genicom, and Lexmark.

. Aid in training and education of entry level technicians.

. Implemented training course for new recruits - speeding up profitability

by 19%.

1995-1997 Apex Trailer Jeffersonville, IN

Trailer Repair Mechanic

. All aspects of semi trailer repairs

. Sand blasting, welding, panel, floor and roof replacement.

. Conduct repairs with minimal supervision.

1990-1993 IBM Poughkeepsie, NY

Work Station Owner/ Advisor

. Operation and maintain production equipment on a 26 acre indoor facility

. Educate line employees in technical methodologies

. Provide solutions to reduce cycle time increasing productivity

Abilities and certifications:

> ESD certified

> DCSE Client Softskills

> DCSE Customer Experience V.2.5 certified

> DCSE Trusted Field Service Advisor certified

> DCSE Managed Deployment Tech Lead Assessment certified

> NACI Security Clearance

> Certified in Cyber Security and VHA Privacy Policy

> Surface mount, and Through-hole soldering certified

> HP partner certified factory training

> ISO 9002

> Industrial maintenance disciplines and training, preventative maintenance

and safety training

Contact this candidate