Customer Service Software
Resume:
OLIVIER M. LUYINDULA
Present address:
Covington, GA 30016
Email: *******.*********@*****.***
OBJECTIVE: Obtain a challenging and rewarding position as a team member in the Information
Technology field. A position that will offer potential growth and will allow for my continual expansion of
skills, abilities, and development in the area of IT infrastructure.
EDUCATION: University of Massachusetts, Boston, MA
Bachelor of Science (2005) Major: Management Concentration: Management Information Systems
EXPERIENCE:
Ferraz Shawmut (Groupe Carbone Lorraine), Newburyport, MA 12/04-2/07
Deskside Support/Network Apprentice
Deliver, set up, and configure end-user desktop hardware, software and peripherals.
Build desktop/laptop images for all model computers using Ghost.
Maintain an up-to-date inventory of desktops, laptops, printers, etc. in Track-It.
Identify, diagnose, and resolve problems for users of desktops, laptops, printers and associated
software and hardware.
Diagnose and resolve end-user network or local printer problems. If not able to come to a
solution, escalate the issues.
Ensure OS and security patches are up to date.
Assist network administrators with maintaining high standard of up time and performance.
Follow established policies, procedures and technology standards to ensure system availability
and security.
Create reports using PeopleSoft/J.D.Edwards EnterpriseOne.
Assist the IS team with data entry and other tasks.
Document processes and procedures applicable to job function.
Trans National Communications Inc. (TNCI), Boston, MA 06/07-08/10
Helpdesk Coordinator
Desktop/Laptop Support
Maintain the TNCI Help Desk system by reviewing open tickets daily, providing regular status
updates, and updating information and documentation as necessary.
Provide Help Desk support to clients using Windows 2000/ XP, MS Office and Internet Explorer
while keeping appropriate records and reports relative to these interactions.
Manage records and track equipment (hardware, software and network inventory) through the
help desk.
Identify, diagnose, and resolve problems for users of desktops, laptops, printers and associated
software and hardware.
Deliver, set up, and configure end-user desktop hardware, software and peripherals. Create
desktop/laptop images for all model computers using Symantec Ghost.
Ensure OS and security patches are up to date.
Diagnose and resolve end-user network or local printer problems, e-mail, internet, and local-area
network access and remote access problems.
Follow established policies, procedures and technology standards to ensure system availability
and security.
Call Ticket Support
Address and close end user Support Desk call tickets using Track-It by handling a standard
number of them per day with the ability to assess and fix problem cases.
Maintain and manage loaner policies for computer, peripherals and presentation equipment.
Asset Management
Maintain an up-to-date inventory of desktops, laptops, printers, etc. in Track-It.
Documentation
Provide weekly status reports. Follow change management procedures, and document process and
procedures applicable to job function.
Other responsabilities
Creation and maintenance of accounts, troubleshooting Tier 1 Software (MS Office, Antivirus,
I.E., etc), Tier 2 Software (Great Plains, Web Applications, etc), and network connectivity issues
(VPN, wireless)
Attend weekly staff meetings to discuss current projects and future goals.
Training of Systems related products and services for staff members and users.
Supporting remote user issues with terminal server and VPN connections
Build and maintain excellent customer relations with clients, peers, and IT support staff at various
levels of the organization.
Manage and apply software updates to various in-house software applications.
Other duties as assigned.
SKILLS:
Knowledge of Windows 2000, 2003, XP, Internet communications, and networks
Able to work individually as well as in a team atmosphere demonstrating strong organizational
and communication skills (written and verbal)
Working knowledge of PC hardware and software, including but not limited to Microsoft Office
XP and 2003, Symantec Antivirus and Ghost, laptops/thin-clients, and wireless devices
Working knowledge of Active Directory, Exchange, Shavlik Patch Management and Numara
products like Track-It and Patch Manager.
Able to solve problems using solid troubleshooting skills and methods.
Flexible and able to adapt a fast paced environment while maintaining composure and exercising
good judgment and decision-making skills.
Able to effectively prioritize and multi-task during critical times.
I am a motivated self-starter with committed to completing assigned tasks on time and reliably.
OTHER QUALIFICATIONS:
Business environment work experience
Strong customer service skills
Good understanding of computer/network architecture
REFERENCES: Available upon request
Contact this candidate