Customer Service Engineer

George D. Speck

*** **** **** ***** #*** Apopka, FL. 32703 / Tel# 407-***-**** Email:

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

Technical

Specialist

SUMMARY

Computer support technician with over thirty years experience providing

technical assistance to business professionals as well as individuals.

Demonstrate ability to integrate computer skills, customer support

experience, and related education to exceed technical, business, and

customer requirements. Skilled at troubleshooting and fixing problems while

minimizing customer stress levels. Professionally certified by CompTIA+,

Dell, IBM, HP Platform Specialist, Lexmark International and Samsung.

SKILLS

. Desktop . . Laser Printer

Systems Troubleshooter Specialist

. Training . System . System

Conversions Maintenance

. System . .

Tuning Diagnostics/Upgrades Servers/Workstations

. Microsoft . Microsoft . Microsoft

Windows Office Networking

EXPERIENCE

Xtremz Computers, Apopka, FL. 1997 - Present

Technical Specialist

Assist individuals and office personnel with hardware and software

problems, provide troubleshooting, and owned desktop and network issues to

resolution. Perform maintenance of personal computers, workstations and

peripheral equipment, identifying problems and providing appropriate

solutions. Install operating systems and applications and conducting

technical training demonstrations and Malware recovery.

. Built, maintained, repaired and upgraded Computer and POS systems

to improve speed, reliability, and efficiency of operation for national

vendors, confidential contracts and business partners.

. Demonstrated high quality, results-driven, prompt, and

professional customer service and phone support to instill confidence in

technical advice and directions with most cost effective resolution.

. Contracted project installations and configuration of HDTV

display's including IT/Graphics signs with on-line networks at all

different types of commercial businesses as an E-technician.

. Provided on-site certified warranty repair and installation of HP

& Lexmark laser printers as well as phone support for jam recovery and

network connection issues for nationwide Service Providers.

. Performed in-home warranty repair of Apple, Compaq, Dell, E-

machines, HP & Sony computers, notebooks, printers and new installation

with support for all types of networked and wireless devices.

Bethco Inc. Orlando, FL. 1990 - 1997

Field Service Specialist

On-site service representative for authorized warranty installation, repair

and support of computers, work-stations, printers and networked equipment

for Apple, Compaq, HP, IBM and NEC throughout Walt Disney World theme parks

and remote offices and assisted in migrating all offices and individual

workstations including networks to central location at WDW Main Gate Mall,

and restored to enhanced functionality: upgraded users from Windows 98/NT

token ring to Windows 2K/XP Ethernet.

. Maintained trouble-ticket system to record and track user calls

and issues. Reported on common problems and complaints, responded to

escalate network-wide troubles as Lead Technician.

. Collected frequently asked questions and wrote formal answers to

ensure accuracy of responses and consistency with WDW Support technicians

and Manufacturer Helpdesk product support reps.

. Actively tracked and followed up on trouble tickets, reducing

average response time from one to three days to two hours.

. Provided phone support for specialized hardware and software

systems used in Theme Parks.

Bay Resources, orlando, fl. 1988 - 1989

Field Support Technician

Provided technical assistance and service to multiple branches, provided

service and support with network access, printing, and application software

operation. Assisted IT Coordinator with administration of many of more than

4000 workstations, spanning numerous locations throughout the state.

Performed routine service maintenance on networked printers and peripherals

and scheduled user file backups.

. Scheduled installations, customized builds, maintained and

repaired computer systems to improve

speed, reliability, and efficiency of operation of workstations and

connected peripherals.

. Created and edited documentation for installation and training

manuals.

. Designed fault tolerant disk recovery for clients in case of

hard drive failure. Minimized non-productive time due to equipment

failure by 80%.

. Installed LAN servers and workstations and configured Winframe

and Metaframe. Configured software according to individuals needs.

. Migrated users from Windows NT 3.51 to Windows Terminal Server NT

4.0.

Data General Services Corporation, Atlanta, Ga 1980 - 1988

Field Service Engineer

Proficient installation, troubleshooting and repairing of Mini-Computers,

Main-frames and networked peripherals. Provided technical service to

networked staff, assisting with network access, printing, and application

software operation. Assisted IT Coordinator with administration of multiple

networks, spanning many locations. Performed routine scheduled maintenance

and user file backups.

. Followed departmental procedures to configure, and install new

and recycled hardware systems, maintaining corporate standards for system

compatibility.

. Implemented a relational database system to maintain inventory

records for hardware and software, ensuring software license compliance

for all installations.

. Assembled system and software application documentation,

informing users of training opportunities in the corporate learning

center.

. Provided technical service and repair of user equipment such as

terminals, printers, line printers, disk-

drives, streaming tape drives, card readers, paper tape readers to

the component level.

. Analyzed frequent problems and consulted with Branch Office

Specialist to design and offered resolutions to complex problems.

. Received numerous letters of praise from customers and

commendations and awards recognizing me for my efforts in the Pursuit of

Excellence.

EDUCATION AND TRAINING

Dalton State College, Dalton, GA.

Associates Degree, (Mini Computer Technology), 1980

CERTIFICATIONS

Microsoft Office User Specialist: Word, Excel, PowerPoint, Outlook, Access

Apple Certified Desktop Technician (ACDT)

CompTIA+ (Mac OS) Certified Service Professional

Data General Certified Systems Engineer

Dell Certified Systems Expert (DCSE)

HP Desktop Workstation Notebook Specialist Platform

IBM Certified Systems Expert

Lexmark Certified Product Specialist

Samsung Certified Professional

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