Customer Service Technician
Resume:
Home Phone: 412-***-****
ROCCO A. BOYD II
Pittsburgh, PA 15219 **********@*******.*** Page 1 of 2
EDUCATION/CERTICICATION
College: DeVry Institute of Technology Graduation: 2000
Columbus, OH
Degree: Bachelor of Science in Computer Information Systems
Certification: DCSE ID: 685 (Dell Certified System Expert)
WORK HISTORY/EXPERIENCE
Pomeroy August, 2010 Deployment Technician contracted to Bayer
Pittsburgh, PA
Configure software (lotus notes, ect) perform data backup/migration to Lenovo touch screen tablet laptops
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Map to drives, add laptops to domains, provide quality assurance and troubleshoot errors in process
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KForce (Dell contract) July, 2010 Deployment Technician contracted to EEOC
Pittsburgh, PA
Deployment of new laptops in the federal building of the Equal Employment Opportunity Commission office
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Data migration of potential sensitive information from laptops to upgraded models Dell latitudes
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Use of USB flash drive, network connection and installation of software imaging tool s to perform data migration
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Dual monitor configuration, software installation and provide printer/scanner connectivity through network
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Global Resources June, 2010 Imaging Technician, contracted to American Water
Pittsburgh, PA
Short deadline imaging project to upgrade crucial field use Panasonic “toughbook” laptops with strict procedure
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Pre imaging BIOS and system configuration
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Provide connectivity to LAN for image installation
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Self Employed 2008 2010 Service Technician Columbus,
OH
Support customers desktop, laptop and peripheral
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Deliver PC/Laptop maintenance, hardware replacement, virus removal and network connectivity
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Kelly Services 2007 2008 System Administrator contracted to McGraw Hill
Columbus, OH
Administrator, test and upgrade online Learning Management System (LMS), Oracle based SCORM application
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Technical contact across business units and companies for data migration project. verify, organize and approve
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records
Utilize Remedy ticket system for user support.
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Write HTML code, adjust graphics and support with Mercury/HP
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Lead/manage offshore contract teams (India) in project updates, contract negotiations and software updates
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Sapphire Technologies 2007 2007 Field Technician contracted to Ohio Health
Columbus, OH
Installation and configuration of PC, printer (local & networked), software, wireless and other devices onto network
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Other duties: re imaging hard drives; data removal from hard drives “wiping” and data migration to new systems.
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New setups & upgrading existing setups. Installing/uninstalling Hard Drives or DVD. In field troubleshooting.
Professional customer service attitude required for fast paced, data sensitive install locations. Nursing areas,
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emergency areas, occupied patient rooms, medical records and administration offices.
Drive company van to satellite office and hospitals for migration
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Kelly Services/COMSYS 2003 2007 Consultant contracted to Greenpoint Mortgage
Columbus, OH
Computer Setup/ Equipment set up/ Computer testing/ PC parts installation /Application Support, 50 users
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Data Entry and Audit system data / Keep database of files for governmental and legal purpose
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Write and Solve ticketing system requests /Order supplies and maintenance on equipment
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Keep records of mailings (inward/outward bound)
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Train customer service representatives / Train office workers in computer operation
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Withdraw and decline loans in system / coordinate daily with each department
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Kelly Services 2003 Requisitions contracted to 7 up Bottling Company
Columbus, OH
Maintain database of parts/supplies while pricing/ordering supplies for maintenance of multi million dollar
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operations
Communicate with maintenance crew to continue productive production facility
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Spherion 2001 2003 Multiple Contracts Columbus,
OH
Bank One: Tape Room equipment deconstruction H&R Block: Printer technician
Andrew Corporation: Engineering Assistant, test & build parts from designs (cables, boards, ect.)
Faculty Assistant & Tutor 1999 2000 DeVry Institute of Technology
Columbus, OH
Teach (individuals/groups, tradition/nontraditional) students in technical & nontechnical subjects and train co
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workers
Software testing, database management and data entry of records/ Monitor fast pace lab environment.
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Provide feedback to management or faculty / Troubleshoot (software/hardware conflicts, printers & user
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complications)
Public speaking to inform student body of Academic Resource Department services.
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Home Phone: 412-***-****
ROCCO A. BOYD II
571 Crawford Street E Mail:
Pittsburgh, PA 15219 **********@*******.*** Page 2 of 2
NETWORKS and SYSTEMS
PC based operating systems (MS DOS & Windows). Hardware and configurations of desktop systems.
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Network: protocols, architecture, design, topologies, Client/Server and Peer to Peer. Novell NetWare. Client
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workstations: DNS severs and Microsoft network compliant protocols (TCP/IP etc.) Network security,
documentation and development procedures
Information control/security issues with computing and data (viruses, hacking, passwords, data storage, &
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hardware placement)
SKILLS
Languages Operating System Software Software Continued Software Continued
C/C++, Cobol DOS, Novell Adobe Photoshop, Mercury/HP, Microsoft Office
HTML, SQL, Java, NetWare, Windows 7, Dreamweaver, Microsoft FrontPage, Suite 2007 (Excel,
JavaScript Vista, XP, 2000, 98, Macromedia, Ghost, Word, Access,
Visual Basic Linux Flash(4,5,MX), Outlook, PowerPoint)
PROGRAMMING
Experience in Procedural, Object Oriented and Event Driven languages along with SQL
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Internet Related programming (Java Script, HTML, FLASH, Cold Fusion, PHP)
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The following section describes former roles in paragraph form to compliment the standard resume which is found
on page 1 of 2. The format provides the reader with an alternative method to view part of my work history if
desired.
Service Technician, June August 2010
Client: Bayer, EEOC, and American Water Location: Pittsburgh, PA
I have had the unique opportunity to work for leading organizations Bayer, EEOC (Equal Employment
Opportunity Commission) and American Water. Common duties included: system backups, data migration and
software/system configuration. These contracts were deadline based requiring one to communicate and listen to
maintain necessary timelines.
Service Technician, 2008 2010
Client: Self Employed Location: Columbus, OH
This was a private endeavor where I provided support to desktops, laptops and peripherals for customers while
providing first class customer service. Most common activities were OS upgrades. Virus removal, Operating
System/PC maintenance, wireless setup, PC and peripheral setup, backups, hard drive and memory upgrades.
System Administrator, 2007 2008
Client: McGraw Hill Location: Columbus, OH
I was a System Administrator for an online learning management system (LMS) which included migrating data
from a SCORM compliant application to a new application. Over 5000 users and a list of course modules were
migrated during the project. To meet the client’s goal of user and module migration it was necessary for me to
review contracts, direct and communicate with offshore teams in India. Also, it there was a need for me to
personally review data while performing my duties of maintaining the original LMS and supporting its users. The
project included cooperation with multiple business units from McGraw Hill and its companies including S&P. .
Field Technician Supplemental information 2007
Client: Ohio Health Location: Columbus, OH
I provided PC installation onto WAN for Ohio Health generally in a hospital environment. Installations include
installing/ configuring new PC’s, software, various printers (local and networked), wireless devices and a variety of
scanners. Other duties include re imaging hard drives; data removal from hard drives “wiping” and data migration
to new systems. Some installs where brand new setups while most were upgrading existing setups.
Installing/uninstalling Hard Drives or DVD are other duties. On floor trouble shooting for a variety of issues is a
day to day activity.
Proper customer service and professional attitude were particularly required. Areas of installs are often fast
paced and in data sensitive locations (nursing areas, emergency areas, patient rooms, medical records and
administration offices). Patient rooms often are occupied requiring a friendly, professional and discreet disposition.
Contact this candidate