Customer Service Technician

HELPDESK / DESKTOP SUPPORT ( NETWORK TECHNICIAN / ANALYST

SOFTWARE AND HARDWARE OPERATIONS ? NETWORKING ? TROUBLESHOOTING

CUSTOMER SERVICE

Hands-on technically inclined professional with unyielding expertise in

troubleshooting, networking, and installing computer hardware and software.

Background includes team supervision; project artifacts creation,

inspection and approval, familiarity with quality standards, training, and

mentoring.

Technical Skills

SOFTWARE Data Recovery, Restoring Operating Systems back to factory

settings, Downloading device drivers, Virus Removal, Full

System Optimizations, Upgrading and Downgrading Operating

Systems (Windows XP Home/Professional, Windows Vista, Windows

7, Windows Server 2008), Data Transfers, Hard drive

Formatting, Partitioning, Cloning, Microsoft Deployment

Toolkit (MDT), Windows Automated Installation Kit (AIK), MAC

OS

HARDWARE Motherboard, CPU, Memory, Video Card, and Hard Drive

Installation and Replacement. All are completed and proven

functional on PCs and MACs

Career Background

Frontier Drilling, Houston, TX

Desktop Support Specialist May 2010-Augest 2010

. Manually configured Microsoft Deployment Toolkit (MDT) and Windows

Automated Installation Kit ( Windows AIK ) software.

. Provided step-by-step documentation to Deploy the Windows 7 operating

system through Lite Touch Installation (LTI) using bootable media.

. Responsible for the configuration and deployment of the Windows 7

operating system for new installation via bootable media and server

access.

. Manually injected operating system images, language packs,

applications, device drivers, and other software deployed to target

computers.

. Assisted co-workers with computer malfunctions via service calls or

ticket submission.

. Provided Network Analyst support in imaging pcs and data recovery.

Fry's Electronics, Houston, TX

Service Technician Mar 2009-May 2010

. Assist incoming customers with respect and technical support.

. Render technical support to customers and to fellow employees.

. Troubleshoot Internet connection using various command prompt

utilities.

. Configured and set up TCP/IP networks and protocols, including

wireless routers.

. Perform diagnostics, troubleshooting, and repairs on all major brands

of computers on a daily basis.

. Performed diagnostic, motherboard replacement, and data recovery on

MAC hardware and software.

Major Contributions:

. Accomplished Custom System Builds and priority service repairs in 24-

48 hours timeframe.

. Increased department profitability by $900-$1400 weekly.

Texas Children Hospital, Houston, TX

Material Management Tech III Oct 2006-Nov 2007

. Processed orders for medical and laboratory supplies for all

departments.

. Ensured that received items matched the order log and distributed

accordingly.

. Assumed shift leader responsibilities, including but not limited to

training new employees, maintaining shift productivity at average and

increased rate, and printing service orders and charge labels.

Credentials

Network+ Certification (2010) A+ Certification-IT Technician (2009)

A+ Certification Program, Houston Community College (2008)

Awards

Received Multiple Letter of Appreciation from the president/CEO of Fry's

Electronic

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