Customer Service Technician

Aaron Wilson

Belleville, IL (Saint Louis) *****

618-***-**** home

E-mail: abkvro@r.postjobfree.com

Professional Summary: Experienced desktop and network technician with over

* ***** ** experience supporting and administering computer systems.

Supported clients on the desk side as well as the phone side in order to

troubleshoot, perform installations, and provide escalation support. Goal

seeking individual who has the ability to support a fast paced environment

with over 40 calls per day and a focus on First Call Resolution.

Certifications A+ Certified Software and Hardware Technician

Network+ Certified Networking Technician

HDI Certified Customer Support Specialist

HDI Certified Help Desk Analyst

CISCO Certified Network Associate (expired) - CCNA

Certified Novell Administrator- CNA

Skills and Install, configure, operate, and troubleshoot WIN

Training 98,2000(Pro),XP, Vista, 7

Windows CE, Windows Mobile, Palm O.S. (650, 700p) in a support

center

Environment

Install, configure, and operate business class network laser

printers

Efficient at building, repairing, upgrading, and troubleshooting

PC's and Laptops

under various O.S

Proficient at repairing Office XP, 2003, 2007 application errors

and issues

Proficient at addressing Outlook 2003, 2007 client issues,

questions, and errors

Proficient at addressing Internet Explorer client issues,

questions, and errors

Experience repairing network printers communication issues in a

client/server environment

Experience addressing and clearing HP, Lexmark, Xerox, and

Cannon printer

errors

Experience cleaning and repairing Laser Printers

Configure Smart phones, PDA's, and Blackberry's to synchronize

with an Exchange Server.

Troubleshoot Blackberry devices and support how to issues in a

BES

environment

Experience at providing VPN software and connectivity support

Efficient at instructing users on how to install and operate

hardware and software over the phone

Proficient at ticket documentation (Service Center, Tivoli,

Remedy), problem notification, and rooting out common issues in

Call/Support Center Environment

Experience and trained in customer service and displaying

patience

Experience with providing leadership and employee training in a

technical support environment

Experience at installing, connecting and supporting wireless

routers in homes and business

Trained to design/implement networks under TCP/IP and IPX/SPX

Trained in the configuration of LAN topologies: Ethernet, Token

Ring, FDDI

Trained in the configuration, programming, and troubleshooting

of Cisco Routers/Switches using the CLI

Experience at addressing, subnetting, and supernetting of

networks with TCP/IP

Trained in the installation, configuration, troubleshooting, and

establishing client/

server networks using Windows 2000 Server and Novell 5.1 server

O.S.

Trained in managing client objects via NDS (Novell) and Active

Directory

Education Ranken Technical College - St.Louis, MO Aug 00 - May 02

Associate of Science in Computer Networking Technology

>1000 hours of hands on training in network design,

installation, and PC repair

G.P.A 3.7152 / 4.0000

One of only three students in graduating class to receive

Associate of Science over Associate of Technology

Southern Illinois University at Edwardsville - Edwardsville, IL

Aug 99 - May 00

General Studies

31 Credit Hours

G.P.A 3.300 / 4.00

New Horizons Computer Learning Center --- St. Louis, Missouri

Concentrated IT Program Studies

Microsoft Courses:

Managing A Microsoft Windows 2000 Network Environment (2126)

Microsoft Windows 2000 Network & Operations Systems (2151)

Implementing Microsoft Windows Professional & Server (2152)

Work experience Ascension Health (Via Mastech) - Desktop Support (multiple

sites) sub contractor - Present

Working on an Desktop Support escalation team during an IT

transition.

Responsibilities include:

Resolving Windows XP, Office, Outlook, Internet Explorer and

other software related issues the help desk cannot fix

Imaging and reimaging computers with Symantec Ghost 7.5

New computer installs

Moving computers and phones

Bench Tech duties: hardware upgrades, diagnostics, repair, clean

ups virus removals

Laser printer repair and new printer setups

New Blackberry activations and Blackberry support

Administering daily server backups (Netback Up) and performing

restores if necessary

Supporting wireless and VPN connectivity issues

VIP executive support

Ultimate Setup - Field Service Technician Sep 2009 - Present

On site/In home computer support and sales. Advanced customer

service and communication skills required to deal with general

public and small business owners. The ability to think fast and

come up with solutions immediately is required to be successful.

Responsibilities include:

New computer installs, diagnostics, hardware repair,

replacement, and support

Business and home printer installs, configuration

Windows XP, Windows Vista, Windows 7 configuration, training,

error correction, and support

Virus removals

Laser printer cleaning and repair

In home network installs and support.

Business network installs and support

HP Home server install and support

VOIP phone installs and support

Myrtle Hilliard Davis Comprehensive Health Centers - Network

Administrator Assistant/Desktop Support Technician

June 2009 - Sep 2009

Responsible for the day to day operation of the computers,

network, and medical servers.

This would include:

Working directly under the CIO to provide high level support

Training and computer support provided to doctors, nurses, lab

techs, administrators, and directors

New computer setup and installs

Break/fix PC support, desktop and telephone (Windows XP

environment)

Break/fix network and local printer support

Configuration and implementation of a new Sonic Wall firewall

(TZ210)

Enforcement of network and internet usage policies

Internet and Network support

Medical and Accounting Server Maintenance (backups, support

calls, upgrades, migrations) in a Windows Server 2003 and AIX

environment

Office 2007 migration

Support of servers running Medical Manager, EHR, and Sage

Accounting

Wachovia Securities via Compu-com (contract) - Migration Support

Specialist - January 09 - June 09

Responsible for providing Desktop support to help legacy users

migrate onto the Wachovia network. This would include:

Imaging and swapping hard drives with Wachovia's image.

Upgrading Ram to Wachovia standards.

Installing Video cards according to Wachovia standards.

Back up and restore user data

Email migration support provided for users to move them from

Outlook 2003 and Lotus Notes to Outlook 2007.

Installing and repairing software issues related to failed SMS

software packages.

Installing software missed in the customer request.

Resolving Windows, Outlook, and Office application errors.

Customizing Windows, Outlook 2007 and Office 2007 to user's

desire.

Wachovia Securities via Compu-com (contract) - Computer

Installer - August 08 - January 09

Involved with the building and deployment of client PC's in the

Wachovia environment.

This would include but not limited to:

Ghosting or installing custom Windows O.S. builds.

Hardware (Memory, Video Cards, Hard Drives, etc.) installation

and replacement. (Laptops and PCs)

Installing and configuring Office 2007, Outlook 2007, and

In-house applications.

The installation and setup of the requested PC or Laptop.

An initial walk through with the customer.

If necessary a 24 hour follow up to address issues.

Other roles included break/fix bench technician duties and

wireless networking setup.

Enterprise Rent - A - Car - Technical Support Analyst

Intermediate - Jan 05 - August 08

Responsible for providing professional, accurate and timely

problem resolution of technical problems in a support call

center environment. At the same time focusing on high levels of

customer service, technical expertise, timeliness, efficiency,

quality first contact resolutions, complete and accurate ticket

documentation, adherence to standard procedures, and expert

troubleshooting. Received calls from the United States, Canada,

Puerto Rico, United Kingdom, and Germany. Typical calls included

but not limited too:

Troubleshooting network devices in a Microsoft Client/Server

TCP/IP environment.

Troubleshooting Windows Based Terminals in a Microsoft Terminal

server environment.

Supporting problems with Windows 2000, Windows X.P., Office 2003

suite, and network printing issues.

Supporting PC hardware such as hard drive failures, CD-Rom drive

failures, and motherboard failures.

Supporting synchronization to an Exchange Server for the

following handheld phone software; Blackberry, Palm O.S., and

Windows Mobile.

Supporting in house business applications and PeopleSoft (This

would include clearing errors and installing)

Installation and support of DAT500 Handheld computer devices

Blackberry Support and Training

Supporting at home VPN connectivity across the WAN to Terminal

or Citrix Servers

Best Buy - Computer Sales Associate/Technician (Geek Squad) Oct

04 - Jan 05

Responsible for selling computers, peripherals, software, and

accessories. In addition, responsible for:

Repairing and installing PC hardware, software, and various

services offered by Best Buy.

Virus, Spy ware, Mal ware removal

RAM upgrade

Hardware upgrades and installations

O.S. upgrades and installations

Software installation

Explaining computer and home networking technology to customers.

Bank of America (contract) - ATM Network Support Associate June

04 - October 04

Responsibilities include network and technical help desk support

of 17,000 ATM's in the United States. This would include:

Monitoring and verifying ATM malfunctions or network

connectivity loss using an automatic trouble ticket management

system known as Gasper.

The dispatching and providing phone support to ATM repair

technicians

Walking bank tellers through repairing ATM malfunctions.

Taking calls and opening service tickets on behalf of ATM

customers who experience problems.

New Horizons Computer Learning Center - Computer Services

Department Technician Jan 03 - Apr 04

Responsibilities include managing, organizing, and setting up

classes for computer hardware, software, networking and

certification courses at New Horizons itself and at remote

locations all around the St.Louis area.

This would include but not limited to:

Deciding which classes have the appropriate computers to handle

the hardware and software specifications required for the

training course.

Repairing and servicing the computers in the class that break

down

Building new computers for new classes or employees.

Creating custom images of operating systems setup with the

particular application that is being taught

Installing custom images on multiple computers at one time

across the network using Symantec Ghost 7.5 and a Novell 5.1

server.

Maintaining and troubleshooting the computers, email, printing

and other network issues for the company's employees.

Involved with and troubleshooted a migration from a Novell 5.1

server and Group Wise 5.5 email server to a Windows 2000

Advanced server and a Microsoft Exchange Server.

Convergys - SBC CSI ADSL Help Desk Technician July 02-Jan 03

Responsible for taking remote calls and troubleshooting Yahoo

SBC DSL customers

The initial installation of customer DSL software and hardware

on various Windows and Mac machines.

Troubleshooting problems with computers and DSL modem after the

DSL service is installed.

Answering general PC and networking questions.

Registration of new customers in Tivoli ticket system

Honors and Trade Floor Migration - Wachovia Securities via Compucom - April

Activities 2009

Legal Department Secure Printer installation - Wachovia

Securities via Compucom - March 2009

Enterprise Employee of the Month - March and September 2007

Masonry work volunteer

Member of National Honor Society

Renaissance Award Recipient for academic achievement

President's Award for Educational Excellence

Johnetta Haley Scholar

Amoco Oil Scholar

Armed Forces Communications and Electronics Association

scholarship award

Scott Enlisted Wives' Club scholarship

Tutor for the Student Achievement Center in Ranken Technical

College

Tutor for Franklin Elementary School

Tutor for the Family Resource Center at SIUE

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