Customer Service Technician

pROFILE SUMMARY

Dynamic, skilled Information Technology Specialist with

ten years of proven success troubleshooting,

researching, diagnosing, documenting and resolving

technical issues surrounding various software programs,

e-mail, Internet and Intranet connections and

hardware/peripherals

Possess technical expertise as a Microsoft Certified

Desktop Support Technician and as a Microsoft Certified

Professional

Expert in PC and peripheral troubleshooting, setup, and

installation.

Expert in system-operations training, collections, and

customer service

Experienced in System Administrator duties, such as

adding/editing user accounts, analyzing system logs and

identifying potential issues with computer systems,

performing backups, performing audits, configuring a

secure system, and setting up system access for users

Experience

2010-Present EGS, Inc. (subcontract for SRNS)

Aiken, SC

Help Desk Technician

Phone support for ~10,000 users

Perform password administration for Lotus notes, Domain,

Unix, Oracle, Mainframe, and Internet

Troubleshooting/Resolving Windows 2000/XP errors

Assist users with Tier 1 troubleshooting

Log all help desk calls via Footsprints

Communicate with other IT groups for escalated problems

2010- 2010 Clubcar Evans, GA

Temporary Computer Technician

Re-imaged desktops/laptops

Ensured systems are updated

Replaced end of lease computers, configuring user

profiles

Relocating, setting up systems, ensuring programs/email

running properly

Hired as a temporary position (seven weeks) only

2009-2010 AWD Aiken, SC

Computer Technician

Performed re-imaging of various DOE desktops and laptops

using Ghost 7.5

Provided a wide range of desktop and laptop support for

~400 customers

Provided VPN support for federal employees and

contractors

Installed/uninstalled, troubleshot, diagnosed, and

tested various computer hardware, software, and

peripherals

Ensured desktop computers and laptops were updated and

properly secured

Coordinated with System Administrators when setting up

new system accounts

2006-2009 American Computer Services Okinawa, Japan

Desktop Support Technician

Provided on-site customer support for PC desktop,

workstation, server, and network infrastructure services

Installed/uninstalled, troubleshot, diagnosed, and

tested equipment such as workstations, printers,

scanners, and other peripheral equipment

Coordinated hardware warranty support that may require

replacement of defective parts or installation of new

parts

Performed workstation configuration changes or operating

system updates, imaged/re-imaged workstations, installed

and configured software on workstations, rotated data

backup tapes or other data storage media, reported

server console error messages

Assisted network services team with installation of

wireless access points

Acted in a Management capacity for my supervisor to

cover reports when needed

2005-2006 Marshland FCU (formally Glynn Teachers FCU)

Brunswick, GA

Information Technology Specialist

Provided Desktop Support for hardware and software

applications for entire company

Adding, deleting, and editing user accounts

Ensured anti-virus software was up to date on all

desktops, monitoring from active directory

Created shared folders on network, setting up

permissions for specific users and/or user groups

System Administrator duties such as conducting risk and

vulnerability assessments, backing up servers

Monitored client computers and identified abnormalities

to detect system inefficiency

Responsible for software installation, system analysis,

operating systems installation and configuration, data

management and Internet and Intranet maintenance

Success troubleshooting, researching, diagnosing,

documenting and resolving technical issues surrounding

various software programs, e-mail, Internet and Intranet

connections and hardware/peripherals

Acquired knowledge of and skill in applying network

standards, protocols, and procedures, and an

understanding of the organization's network architecture

and infrastructure through assisting my supervisor, the

Vice President of Technology

2001-2005 BAI, Inc. and CST Kings Bay, GA

Senior Associate Analyst

Ensured optimal application of IT systems and services

Provided desktop support for Dell and HP hardware and

numerous software applications for 500+ users

Assisted Network Administrators developing classified

network, SIPRNET

Maintained and established computers, network

components, peripheral equipment, software, firmware,

services, and related sources

Trained new employees on desktop support, documentation

and procedures

Served as a point of contact for resolution of

desktop/workgroup-related problems

Promoted in 2003 to Senior Associate Analyst based on

technical troubleshooting skills, positive work ethic,

dedication to teamwork, and ability to communicate

technical concepts to end users

Proven leadership capabilities in Information Technology

projects, providing workable strategies and building

teams for maximum effectiveness

2000-2001 Heartland Paper Company

Sioux Falls, SD

Computer Operator

Monitored computer system performance

Analyzed computer failures and researching abnormal

occurrences

Performed maintenance on all computer equipment

Configured TCP/IP addresses

Maintained a Windows NT 4.0 network

CERTIFICATIONS/Education

2006 A+ CERTIFIED PROFESSIONAL, CERTIFICATION, COMPTIA

2003 Microsoft Certified Desktop Support Technician,

Microsoft

2003 Microsoft Certified Professional, Microsoft

1998 Associate of Applied Science in Electronic

Technology, Sioux Falls

Technical Institute, Sioux Falls, SD

Professional REFERENCES

Richard Pierce, Education Technologist,

abkxfq@r.postjobfree.com

Frank Zabala, DOE Help Desk Analyst,

abkxfq@r.postjobfree.com

Gregory Weaver, DOE Help Desk Analyst,

abkxfq@r.postjobfree.com

*Additional professional references available.

Contact this candidate