Customer Service Technician

Charles Drake

**** ******* ***. ( Baltimore, MD *1223 ( 443-***-**** (

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

Targeting Opportunity: Desktop / Network Support Technician

. Experience desktop and technical support technician offering a strong

background in IT combined with excellent customer service experience

as a helpdesk end user support team member.

. Consistently recognized for high technical troubleshooting skills used

to rapidly and cost-effectively resolve challenging technical issues.

. Quickly learn and master new technology; equally successful in both

team and self-directed settings; and proficient in a range of computer

systems, languages, tools and testing methodologies.

Education

Saint Leo University - Saint Leo, FL, Degree expected 6/2011

B. S. Health Information Management ( GPA: 3.0/4.0

(On-Line Course of Study)

Technology Summary

Certificatio A+, Dell Certified Systems Engineer (DCSE)

ns:

Systems: Windows 9X/NT/2000/XP/2K3,Vista, Novell NetWare, Mac OS

Software: MS Office, Lotus Notes, Citrix

IT Experience

Dell Computers\Contractor - Atlanta, GA

Laptop / PC Repair Field Technician, (12/2009 to Present) Responsible for

repair and troubleshooting of Laptop,PC and technical issues for Dell

customers in the Atlanta, GA territory. Engage and track issues while

responding to dispatched calls from Dell and customers in a timely

fashion. Document and escalate (if appropriate) resolution and closure of

trouble tickets.

Selected Contributions:

. Respond to dispatched calls across Atlanta, GA territory for repair

and PC assistance

. Systematically and consistently close open tickets by successfully

repairing and troubleshooting Dell customer PC issues

. Successful repair and/or replacement for motherboards, power supplies,

hard drives, CPUs, LCD display screens and keyboards. Increase

customer's Random Access Memory (RAM) upon request as well testing and

configuring of all software in the Windows environment

. 100% resolution rate

. Consistently meet high service standards

Wellstar Hospital\Contractor - Atlanta, GA

Desktop Support Technician (6/2008 to 1/2009) Assisted hospital nurses,

physicians and administrative support staff by troubleshooting hospital

PC issues that housed patient data. Deployed new laptops, pc's, printers

and monitors for staff as needed. Engaged in end user open ticket

response and remedy while implementing and adhering to IT policies and

procedures. Responsible for reimaging laptop and desktop computers with

Microsoft XP operating system and applications using Symantec Ghost.

Responded to customer requests for service via phone, email or IT walk up

station.

Selected Contributions and Awards:

. Preventative maintenance checks on all hospital PC equipment and

printers including HP series 4000 network computers

. Awarded for excellent customer support and technical assistance (2

accommodations)

. 100% resolution rate to customer PC issues

. Consistently meet high service standards

Piedmont Hospital\Contractor - Atlanta, GA

Desktop Support Technician (3/2008 to 4/2008) Assisted hospital staff by

troubleshooting hospital PC issues that housed patient data. Deployed

new laptops, pc's, printers and monitors for staff as needed. Engaged in

end user open ticket response and remedy while implementing and adhering

to IT policies and procedures. Responsible for reimaging laptop and

desktop computers with Microsoft XP operating system and applications

using Symantec ghost. Responded to customer requests for service via

phone, email or IT walk up station.

Selected Contributions:

. 100% resolution rate to customer PC issues

. High customer service

Computer Sciences Corporation - Baltimore, MD

Desktop Support Technician (6/2006 to 10/2007) Served as a member of the

technical support staff and assisted in maintaining an operating

environment for infrastructure platforms, which included Windows and

Cisco. Supported end users with troubleshooting PC and technical issues,

monitored production batch and real time environments for network outages

and/or issues and application errors.

Selected Contributions:

. Created detailed trouble tickets on all computer hardware, software,

network and clinical applications

. Updated on-call contacts and provided documentation in an accurate and

timely manner based on IT policies and procedures

. Participated in problem resolution and contributed to IT project

management tasks

. Consistently followed and documented proper escalation procedures

which contributed to the IT team success

. High customer service focus

Independent IT Contractor - Baltimore, MD

Computer / Network Technician (3/2005 to 6/2006) Independent contractor

that assisted large and mid-sized corporations with the installation,

configuration and maintenance of PCs, networking equipment and network

operating systems.

Contracted Employers / Corporations:

. Verizon

. Target

. Zurich

. CompUSA

. Dell Computers

. Home Depot

John Hopkins Hospital - Baltimore, MD

Help Desk Support Technician (12/2003 to 3/2005) Assisted hospital staff

with user support for nurses, physicians and administrative staff

requiring technical assistance (on-site or remotely). Troubleshoot end

user problems with Microsoft XP operating system and deployed software

and critical patches.

Selected Contributions:

. Assisted with planning, design, research and acquisition of new or

upgraded hardware and software systems.

. High customer service oriented and focused

. High resolution rate for end user issues and tickets

. Consistently followed standard help desk operating procedures and

recommended additional procedures for efficiency

REFERENCES AVAILABLE UPON REQUEST

Available for Relocation & Travel

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