Software Customer Service

THOMAS SALAKO

** ******* **, *********,** 070**-***-*** 4514,************@*****.***

SUMMARY

Highly qualified technical support professional experienced in PC upgrades, maintenance, troubleshooting, and repairs, and in end

user desktop and network support, with exceptional customer service skills.

SKILLS

Excellent knowledge on Desktop and Laptop installing, building, upgrading, repairing, configuring, troubleshooting,

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optimizing, and performing preventative maintenance of PC hardware and operating systems .

Experienced troubleshooting network printers and LAN TCP/IP problems

Extensive knowledge of Microsoft Outlook and Windows XP Professional; working knowledge of Microsoft Office,2000

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and Active Directory and systems administration

Excellent knowledge of computer hardware, operating systems functions and components. Familiar with multiple

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makes/models of desktops and laptops and able to disassemble, troubleshoot and reassemble hardware.

Expertise in Trouble shooting and configuring Remote access, VPN, Wireless routers, Cable modem

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Excellent expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops

Excellent troubleshooting skills on Windows operating systems, desktop applications, LAN troubleshooting.

Knowledge on antivirus client software installations, patch and hotfix installation

Ability to configure and install PC workstations and laptops.

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Thorough knowledge of Remedy tracking system

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Knowledge of BlackBerry support, general network, VPN support, and in house application administration.

Strong knowledge of wireless Networking

Desktop support experience in a Windows 2000/ XP/2003/Vista enterprise

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Ability to troubleshoot and differentiate between errors caused by hardware, software and server

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Extensive knowledge of Microsoft Windows Operating Systems, Internet Explorer, Microsoft Office and other software

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Well vested with Windows networking, group policies, firewalls, and security related products and configurations

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EXPERIENCE

10/2007 07/2009 Johnson & Johnson – IBM Global Services Raritan, NJ

IMAC COORDINATOR/DESKTOP SUPPORT ANALYST

• Performed cubicle moves for end users, disassembled the laptops or desktops equipment, unplugged keyboards, mice,

monitors, etc, moved the equipment to a new cubicle location and re assembled the equipment, plugged in monitors,

keyboards, mice, etc. changed the end users to a new printer and test network connectivity (IMAC support duties

Installs/Adds/Moves/Changes) and as well as data backup and restore on certain accounts for details.

Performed installation and maintainance of operating Systems, PC software/hardware, local printers, and peripherals; responding to help desk

tickets to address end users' concerns and requests for applications, hardware and software troubleshooting.

• Answered helpdesk inquiries to resolve end user computer issues via phone

• Answered calls and incoming tickets to identify, troubleshoot, and resolved problems encountered by users with various

in house applications, SharePoint, Windows desktop systems, Microsoft Office applications, PC hardware issues, anti

virus problems, and general office network connectivity for the users.

Responsible for on site installation, maintenance and repair of IBM and multivendor systems and components, including hardware, networking

products, software and operating systems

• Responded to inquiries and requests for assistance from users and customers with applications, personal computer

desktops, laptops and other technology

• Provided day to day technical support services to employees for network infrastructure and internal desktop systems

software and hardware, and troubleshoot resolve or escalating desktop/laptop issues.

• Supported clients internal helpdesk and desktop in resolving password resets, hardware and software issues

• Thoroughly updated tickets with resolution information to enhance issue resolution database

• Tracked all ticket activity to ensure timely resolution of issues

• Monitor trouble ticket queues for issues and respond promptly to them.

• Received and responded to workflow requests in the form of trouble tickets through the Remedy ticketing system.

Resolved end users hardware and software PC problem tickets

Ensured that all trouble tickets opened are properly updated and closed on a daily basis

• Provided updates to customers whose issues are outstanding at the end of the day

• Inventory new hardware systems; record information to Excel file (asset number, machine name, make, model, etc.)

• Provided desktop support for hardware, software and application issues, network and local printing

• Advised customers of preventive maintenance, configuration, operation and environmental factors which

may impact product performance or impair customer’s IT operation

• Installed, configured and troubleshoot software and Microsoft operating system packages including Microsoft Office and

Windows O/S, PC, PDA, printing and connectivity issues with PC equipment, and remote access solutions including VPN

and dial up networking

Performed the rollout out of new PC's, re imaging and ghosting of existing PC's, and refreshing machines from Windows 2000 to XP/Vista

VELOCITY

08/2007 10/2007 Wachovia Bank COMPUCOM NJ

PC FIELD SUPPORT TECHNICIAN

Performed installation, relocation, troubleshooting, repairs and preventative maintenance of desktop and laptop

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devices and software applications.

Responsible for removing old equipment and performing data migration to new machines.

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Performed the rollout out of new PC's, re imaging and ghosting of existing PC's, and refreshing machines from

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Windows 2000 to XP

Installed software and hardware for end users including Printers, Scanners, Palm Pilots, RAM Upgrades, PCI Cards,

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and other hardware devices.

Installed and configured new Local and Network Printers based on the floor plan and location

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Performed migration of desktops and laptops to windows 2000/ XP, consisting of joining domains – NT, Novell and

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Active Directory

Responded to requests for technical assistance in person, via phone, electronically

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01/2007 – 07/2007 Johnson & Johnson CORETECH NJ

PC TECHNICAL SUPPORT

Provided functional and technical support, troubleshooting and diagnosing hardware and software problems,

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including desktop, laptop, WAN, LAN, and remote systems.

Performed the rollout out of new PC's, re imaging and ghosting of existing PC's, and refreshing machines from

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Windows 2000 to XP

Provided desktop support for hardware, software and application issues, network and local printing

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Supported clients internal helpdesk/desktop in resolving password resets, hardware and software issues.

Setup new systems – laptops and desktops

01/2005 12/2006 NJ

Resource Computer Associates

FIELD SUPPORT TECHNICIAN

Diagnosed, troubleshoot, repair, and rebuild clients PC

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Provided hardware, software and network connectivity services to the clients

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• Installed and resolved issues of connectivity problems and sharing issues with High Speed internet devices such as Cable/DSL

Modems via Ether Fast DSL/Cable Routers

• Provided support/assistance for printers and scanners

• Configuring and upgrading network,installing software, hardware and other peripherals such as PC, Printers, Fax Machines,

and Monitors on client's site

Performed on site installation, preventative maintenance, inspection, troubleshooting and routine repair.

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10/2002 12/2004 Resource Institute Of Technology NJ

DESKTOP SUPPORT

Installed and/or move system hardware, including computers, monitors, peripheral equipment, printers, and

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appropriate wiring and cabling of computing hardware and networked components.

Upgraded, repaired and replaced worn or defective components, assemble, test and adjust computer hardware

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and components.

Provided support of software applications, including installation, configuration and upgrades.

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Installed, configured, and upgraded local and network printers.

Installed, configured, tested, maintained, monitored, and troubleshoot end user desktops (& workstations) and related hardware and

software.

08/2000 09/2002 Resource Management & Consulting Corp., NJ

PC TECHNICAL SUPPORT

Configured, maintained, and supported desktops and laptops.

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Provided help desk support in person and over the phone.

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Installed and supported local/network printers and faxes.

Installed, upgraded, and troubleshoot a variety of software and hardware.

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Installed, setup, configure, troubleshoot, and resolve issues of connectivity problems and sharing issues with High Speed

Internet devices such as Cable/DSL Modems via Ether Fast DSL/Cable Routers

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• Performed troubleshoot activities to correct hardware or software malfunctions.

Installed, configured, and setup new purchased PCs and replaced hardware on PC’s as needed.

06/1993 07/1999 Daughters Of Israel NJ

Jnr PC Technician

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Installed, setup, reconfigured, maintain, analyze, troubleshoot, and repair computer systems,

hardware and computer peripherals

Upgraded and replaced hardware and software (Motherboard, CPU, Memory, NIC, Modem, Sound card, Operating

System

application, Hard Drive, CD/DVD-RW, Floppy, Jaz, Zip and other peripherals)

• Replaced, relocated and reconfigured PCs and other hardware such as monitors, keyboards,

and printers as re

EDUCATION

1992

RESOURCE INSTITUTE OF NEWARK, NJ

TECHNOLOGY

(Windows, PC Repair, Desktop Support, Networking, Microsoft Office )

REFERENCES

References are available on request.

Contact this candidate