Customer Service Technician

DERRICK W. JOHNSON 925-***-****[pic]

**** ***** abjhsz@r.postjobfree.com

**** ********* **, *******, ** 94531

SUMMARY

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IT Professional with over ten years experience providing technical

assistance to business professionals. Proven ability to repair Computer

components, equipment and systems. Setup and troubleshooting of wireless

and LAN network outages. Extensive experience in Windows-based software

packages (Word, Excel, PowerPoint, and Outlook). Excellent oral and

written communication skills and the ability to manage multiple and

changing priorities in a fast-paced, entrepreneurial environment.

Professionally certified by CompTIA and Microsoft.

COMPUTER SKILLS[pic]

Desktop Systems Help Desk Operations Customer Service

System Maintenance System Tuning Diagnostics

Component Repair Microsoft Windows Microsoft Office

COMPUTER SOFTWARE[pic]

Windows (95, 98, 2000, NT, XP, Vista & 7 ), Microsoft Office (200, 2003 &

2010), MacAfee, Norton 360, Webroot & AVG Antivirus Software, Norton

Ghost, Cisco VPN & Heat Call Tracking

COMPUTER HARDWARE

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Installed and serviced system boards, processors, memory chips, power

supplies, video and sound cards, hard drives, floppy drives, CD-ROM read-

write drives, DVD drives, Zip drives, tape drives, scanners, modems,

cameras, and a variety of printers, Desktops (Dell, Emachines, Lenovo,

Sony) Laptops (Acer, Dell, Gateway, Lenovo & Sony, Toshiba), Wireless

Routers (D-link, Belkin, Linksys, Netgear), PDA's

EDUCATION & CERTIFICATIONS

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Associate of Arts Degree - Computer Technology

A+ Certification

Microsoft Certified Professional

Currently Pursuing CCNA

EMPLOYMENT HISTORY

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Geek Force, Antioch, CA

2008 to 2010

Field Technician

Responsibilities:

. Replacing / increasing memory to increase system performance

. Installing / replacing hard drives and transferring data from old

drives

. Installing virus protecting software and showing user how to keep

virus definitions updated regularly

. Installing and configuring wireless routers (Netgear, Linksys D-Link,

Belkin)

. Setting up home networks, Printers

NRT, Inc, San Ramon, CA

1999 to 2008

Field Technician Supervisor

Responsibilities:

. Provided leadership to a team of technical support representatives to

ensure quality customer service and to maintain Service Level

Agreements.

. Delivered excellent internal and external customer satisfaction by

demonstrating exemplary leadership.

. Daily interaction with Network Engineers to resolve local network

issue.

. Assist Office staff and Office Managers with computer purchases and

office needs.

. Managed multiple priorities as well as motivate and lead the support

team.

. Resolved IT related issues in a timely manner resulting in less down

time for the client.

. Supported non-PC hardware such as printers, servers, network equipment

and hand held technologies.

. Installed, maintained and repaired computers, laptops and peripheral

devices.

. Instructed customers to effectively operate and maintain their system

as required.

. Tracked and returned all parts as required.

Field Technician

Responsibilities:

. Resolved IT related issues in a timely manner and implemented

enterprise project deliverables at a basic to intermediate technical

level.

. Provided installation, configuration and maintenance of particular

equipments to ensure customer satisfaction.

. Supported non-PC hardware such as printers, servers, network equipment

and hand held technologies.

. Installed, maintained and repaired computers, laptops and peripheral

devices.

. Tracked and returned all parts as required.

Help Desk Technician

Responsibilities:

. Assisted customers in using, maintaining and selecting software

programs compatible with the system.

. Installed, configured and repaired PCs, printers and other peripheral

devices.

. Conferred with executive to determine system needs for data and

operations of contrives.

. Trained staff to use MS Office applications and Internet Explorer.

. Assisted customers in using, maintaining and selecting software

programs compatible with the system.

. Assisted IT staff with anti-virus protection and anti-spam system on

network and individual PCs, as well as Internet firewall protection.

Upgraded systems to ensure durability of tools.

Contact this candidate