Customer Service Technician
Resume:
GREGORY J. WILSON
**** *** **** ***** ***** Heights, Ohio 45424 *********@*********.***
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Experienced IT Technician with expertise in Microsoft and MAC operating
systems, software,
__peripherals and networking with strong communication and customer/client
support skills.___
SUMMARY OF QUALIFICATIONS
. Over 10 years experience in the Information Technology department of a
large corporation.
. Supported users, computer systems and peripherals at all levels in
the corporation.
. Very customer service oriented with the ability to explain complex
technical concepts to users.
. Helpdesk experience at all levels in conjunction with remote access
software.
. Lead technician providing support to remote sites.
. Developed sustained relationships with management, clients and
external support vendors.
TECHNICAL SKILLS
. Hardware: Setup, troubleshooting, repair of PC's (Dell, HP and Lenovo)
and MAC desktop/ laptop computers. Setup, maintenance and repair of HP
mono and color printers.
. Operating Systems: Microsoft Windows 95, 98, NT, 2000, XP, XP
Professional, Vista, System 7 and MAC OSX.
. Software: Microsoft Office 2000 to 2007, Norton Ghost, Acronis
TrueImage, PGP Encryption, LogMeIn Rescue, Citrix GoTo Assist,
ScriptLogic Helpdesk Authority, AntiVirus/AntiMalware.
. Support Skills: Registry editing, MS Active Directory object
maintenance, helpdesk support, TCP/IP configuration and IT solutions
research using the internet and reference material.
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PROFESSIONAL EXPERIENCE
IT SUPPORT TECHNICIAN, TIER 3 November 2009 - March
2010
INSTANT TAX SERVICE
Dayton, Ohio
Instant Tax Service is a tax preparation service with offices in 35 states
with over 1200 franchises ranked third overall in its industry.
. Provided top tier technical support to ITS franchise owners
. Supported mixed Windows OS network environment
. Assisted in network, server and client setup and troubleshooting
. Remote support of network and software issues using Citrix GoToAssist
. Maintained franchise portal and email accounts
. Documented support calls using Scriptlogic Helpdesk Authority
. Created Windows 7 documentation for company website technical library.
TECHNICAL SUPPORT SPECIALIST April 1999 - November 2009
DAYTON DAILY NEWS / COX OHIO MEDIA
Dayton, Ohio
Cox Media Group Inc., a subsidiary of Atlanta-based Cox Enterprises, is an
integrated broadcasting, publishing and digital media company.
. Setup, installation and support of all business and production PC
and MAC computers in LAN/WAN environment.
. Provided technical support at Cox Ohio Publishing sites in southwest
Ohio.
. Assisted System Administrators and Network Engineers.
. Installed and supported standard and custom software.
. Maintained user accounts in Active Directory in a multi domain
environment.
. Provided helpdesk and remote technical support.
SYSTEM BUILDER/TECHNICIAN April 1995 - April 1999
MICRO DIRECT Miamisburg,
OH
Family owned small computer retail store
. Built and setup customer purchased computer systems
. Repaired and upgraded customer computer system
. Occasional sales and customer support
FIELD SERVICE TECHNICIAN
November 1989 - April 1995
PRECISION METHODS, INC.
Fredericksburg, VA
National mainframe computer disk storage media manufacturer/servicer
. Serviced and maintained mainframe storage media at customer sites
in the Ohio and surrounding states.
EDUCATION AND TRAINING
W.E. STEBBINS HIGH SCHOOL
Graduated, Majored in Math and Science studies
RETS TECH CENTER
Electronics Technology
PROFESSIONAL EDUCATION
Online training at www.lynda.com
. Migrating from Windows XP to Windows 7
. Windows Vista Essential Training
. Windows 7 Essential Training
. MAC OSX 10.4 Tiger Essential Training
. MAC OSX 10.4 Tiger Beyond the Basics
. Currently preparing for CompTIA A+ certification
Contact this candidate