Technician Customer Service

John J. Burnham, Jr.

978-***-**** ********@*******.***

Desktop Support / Technician

SUMMARY OF QUALIFICATIONS

Eleven + years as a Field Technician and as Level Two Technical Support

Technician have given me a very solid understanding on the working

of computers. Providing office Build-outs, equipment relocation, as well

as, documenting support processes. Implementing software and hardware

upgrades, analyzing technical inefficiencies, proposing solutions.

Managing technology-oriented projects and maintaining high Service

Level.

. 81 certifications for Dell PC's Laptops and Printers

. Support for PCs/Laptops. Hardware associated software.

. Worked with all Windows based operating systems.

. True Crypt for open source disk. Encryption software for Windows 7,

Vista and XP, as well as, perform basic security procedures for end-

user network.

. Diagnosed and resolved technical problems via phone and direct

with end user.

. Installed the software (PC Anywhere &Remedy) needed nationwide

customer base Sap system to prevent Y2K issues.

. Detail-oriented, analytical with excellent communication,

interpersonal skills.

. Attention to deadlines while expediting customer service demands.

KEY SKILLS

. Supported 300 to 1400 end users with Installed, maintained a

variety of computer hardware and peripherals.

. Repair on Dell, Lenovo, HP, Sony, People PC and Packed Bell

computers.

. Configured, troubleshoot and install of Networks, operating

system software and applications.

. Experienced in Windows operating systems - use diagnostic

software to troubleshoot system faults.

. Clarify Application control, data transfer Installation, Safe

boot, Detto,Ghost SOCL V7.0, Lotus Notes / PCOS

. Printers and routers networking, install of Windows

Laptops/PCs. In addition, Data transfers and back up.

EMPLOYMENT HISTORY

Contract assignments

. Service Technician Enpointe Global Services, CA

2010

Present

. Refresh Technician Native Staffing, Hampstead, MD

2009-Present

. Help Desk/ Technician Minuteman Regional High School,

Lexington, MA 2009

. Level Two Technical Support GE Sensing Inc, Billerica, MA

2008

Full time positions

. Computer Field Technician BancTec, Peabody, Ma

2000 - 08

. Help Desk Technician Fresenius Medical Care North

America, Lexington, MA 1999 - 00

EDUCATION

Dell Computer Certified Systems Expert

Certified since 2000

. Computer Systems Technology / Computer Learning Centers, Inc.

1998-99

. Bunker Hill Community College / Coursework in Business Management

1994-95

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