Customer Service Technician

ABDI H KAMBI

**** ******** ****** **.

FAIRFAX, VA 20151

Phone: 703-***-****

Alt Phone: 703-***-****

***********@***.***

Objective

To find Field service tech position. Relevant Coursework Microsoft office,

field service training, computer technology, Printers and networking

Certification :Comptia A+ Comptia Network+ Microsoft MCP HP and Xerox

printers, IBM computers and Dell

Abilities

I have started working on computers in the year 1997 with Litton PRC

assembling network systems that includes satellite, transceivers,

multiplexers, modems CDU/CSU, switches, cabling and patches. We also

installed pc workstations and printers to monitor and test the network.

I assembled, tested and shipped more than 50 systems in a period of two

years. This project was rated high by the government and was awarded the

best of the year.

I started working for the World Bank afterwards when the project was

completed. The Bank is big organization with nearly ten thousand employees.

They work with vast number of projects that reaches the entire world that

needs knowledge and expertise. The Bank do not operate like a normal Bank

but they sell knowledge and then hire talented people who can deliver

guidance on projects and feasibility study assessing projects. They keep

the technology current and purchase the latest and best available in the

market. Always having the latest hardware and software.

The maintenance agreement of this system is based on high standard required

to meet the service level needed to achieve. Quick response and equipment

down time must be minimum and quality of service must meet customer

expectation or exceed. I was able to achieve high standard in meeting

customer demand, that kept me so long in the Bank. The duration gave me an

opportunity to have experience on wide variety of equipment and software

applications and operating system.

Employment History

Field Technician

03/2004 - CIBER Inc. Washington, DC

10/2009

Assemble and configure typical equipment configurations. Perform

routine refurbishing and component level repairs of PC workstations.

Execute typical microcomputer and network installations, de- install

and re- install of microcomputers and printers. Conducts periodic

physical inventory of office automation equipment and assist in the

verification of inventory records. Install the Bank's standard /

core software packages and new releases of these packages as

instructed in written guidelines. ; Perform routine preventive

maintenance of printers and elective PM per business unit request.

Document activities, record service requests from Bank staff, review

service request histories as a part of each trouble-shooting task,

document resolutions of service requests, and close the problem

ticket, using Remedy Help Desk. ; Supports all Dell notebooks and

desktops. Take total ownership of tickets even in the working with

Blackberry for quick response to customer care and meet service

level agreement.

Technical Support Specialist

08/1998 - Spherion at the World Bank Washington D.C., DC

03/2004

Field tech Repair pc, laptops and printers Configure pc and printers

Dealing with vendors on issues regarding parts and seek tech support

troubleshooting machines on the phone, also research for solution of

problems from the vendor websites. Litton PRC PC network technician

Install router, LAN switches, Satellite dishes, transceivers, hubs,

patches and cables Prepare equipment and systems for inspection and

final tests for acceptance. Dismantle and pack for shipment to

client. .

Education History

Completion Date Issuing Qualification Course of

Institution Study

03/27/1997 TESST 1 Year of College or a computer

Institute Technical or technology

Alexandria VA Vocational School

I have a working experience on computers, printers, scanners and

networks. I am able to troubleshoot and fix problems. I have

customer service training provided by STI Knowledge that prepared

me to stay calm and work under pressure. I am quick learner and a

team player; communicate well with peers and client.

I can support client by resolving issues and explaining to them the

problem and how I resolved. I provide them the information needed to

operate equipment well and avoid problems. I enable them to resolve

minor issues by themselves. I always try hard to respond quickly and

resolve issues to meet customer expectations and sometimes go

beyond Service level agreement. I am capable to check on the history

of each individual equipment to know the issues reported previously

and work done. Also parts used. I study problems and research

resolution by using vendor documentation, contact support also chat

with Forums on issues new to me. The goal is to achieve customer

satisfaction, by resolving issues with minimum time and professional

manner.

Certifications

Certification Title Issuing Organization Completion Date

COMPTIA A+ COMPTIA 11/1999

Honors

I achieved perfect attendance and presidents club in recognition of

academic achievement.

I also have Tonsil award in public speaking

Additional Information

References Available on Request

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