Customer Maintenance

NIGEL W JACKSON

*** * ****** ****** ** Charles Town, WV 25414

(Cell) 304-***-**** *******@*****.***

Help Desk Technician Tier I:

Skilled Technical Support with 5 years of experience providing PC and Client/Server tech support for

medium to large sized businesses. Experience diagnosing, troubleshooting and resolving client issues with

hardware maintenance, installations and upgrades. Experience in technical call center operations;

providing services by communicating effectively with technical and non-technical staff during National-

wide all season emergencies.

Qualifications & Education:

POS Certificate, 2012

A + Certified Technician, 2011

Information Technology Certificate, 2006

Graphics Communications Certified, 2004

Hardware:

Dell, HP, and IBM workstations, laptops, docking station, Motherboards, Videos and sound card,

monitors, CD-ROM drives, memory chips, IDE/EIDE/SATA hard drive and other drives, Tapes Backup

drives, Scanner, and Printers, Lexmark Printers Support.

Software/ OS:

Microsoft Office (all versions) Internet (IE), Microsoft Project, MS Active Directory, Symantec ghost,

drive copy, Remote Assistance, and Remote Desktop. Windows 7/ Vista/ XP/ 2000.

Technical Summary:

Ability to handle multiple tasks and, projects with minimum or no supervision; experienced with

hardware/software, supporting LAN equipment. Problem solving skills ability, to prioritize and complete

multiple tasks. Excellent interpersonal skills, experience with IP addressing, basic routing functions,

DHCP. Knowledge of Network WAN and LAN services (LDAP, DNS, DHCP, etc.) Experience in Active

Directory. Setup and implementation, strong working knowledge of Windows XP desktop administration,

maintenance /troubleshooting. Background in Microsoft office applications (Word, Access, Excel,

PowerPoint, Outlook).

Professional Experience:

Customer Engineer II, NCR Corporation, Winchester, VA, June 2012 to March 2013

• Provided Support to Branch Banks and Retail (POS) Customers:

• Position responsible for providing installation, maintenance and repairs on equipment within an

assigned territory/region to assure continuity of customer operations and high levels of customer

satisfaction

• Performed Tier II work on products and services of medium-high complexity; Tier II products

include large servers and mainframe computers and peripherals, large system printers and plotters,

enterprise level servers, networks and software, item processing reader.

• Primary services include hardware maintenance, installation, network management, multi-vendor

maintenance and software support.

• Provided installation, maintenance and repairs on ATM (second line maintenance) and/or POS

(Point of Sale) equipment and other electromechanical equipment at various locations within an assigned

territory/region.

• Provided continuity of customer operations and high levels of customer satisfaction; Manage

customer incidents as assigned; Build working relationships with customers and develop informal

communication channels with customer account at the local level.

• Responsible for ownership of all customer issues/needs that are voiced or observed and acts

appropriately; May provide support to Associate Customer Engineer and/or Service;

Representative/Service Technician Tech when necessary.

• Understand and perform the various customer Service Level Agreement (SLA) requirements and

elevate or escalate issues when appropriate, and/or according to established procedures. Represent NCR

in a manner that reflects positively on the image and reputation of the company.

• Verify that the site environment meets the requirements prior to installation or rollout; Install

customer systems according to the installation plan, certify that the installation or setup of the product

meets the customer's requirements.

• Analyzed and correct all technical problems on equipment within assigned customer accounts;

Perform periodic preventive maintenance routines on products and installs modifications to equipment;

Perform overhauls and maintenance repair as a matter of routine; May also perform required modular

swaps and unit replacements or perform preventative maintenance services.

• Responded to a customer call, which will include problem identification, escalation and resolution

of operating system software problems; Responsible to keep customer informed during the problem

resolution process; Perform service verification and customer satisfaction surveys relating to the situation.

• Responsible for network fault management, assists in the performance management on traffic,

configuration management, security management, software management, accounting management and

remote system management.

• Responsible for the prompt completion and accuracy of all administrative functions, including

assisting in producing, installing modifications and/or upgrades, updating the customer on activities and

updating any needed databases.

• Selled supplies, low-end equipment, OEM products as well as NCR maintenance contracts for

basic and/or extended service; Insures accurate charging for all billable services.

Help Desk Technician Tier I, MAIC INC, Winchester, VA, Jan 2011 to June 2012

Provided technical support to FEMA inspectors and to staff:

• Supported as necessary on a 24-7 basis to limit system down time during internal or external

outages and peak disasters periods.

• Identify, isolate and repair computer equipment showing wear and tear as well as during

preventative maintenance routines.

• Answered all Inspectors with their questions about any of our supported software and equipment,

in a professional and courteous manner.

• Troubleshoot user account and password processes. Help set up internet and email accounts with

Inspectors/ Staff internet services; troubleshoot common internet and email issues.

• Supported multi-message disasters via email, mail etc. Screen, refers and diagnoses internal

inquires and work requests as they relate to maintenance of personal computers and related systems.

• Maintained a positive and enthusiastic attitude in an environment that requires teamwork,

efficiency, cross-training and continuous improvement.

• Provided troubleshoot and support, accurate record, process, and / or follow-up each customer

incident, using several software application.

• Applied advanced diagnostic techniques to identity problems, investigate causes, and recommend

solutions.

• Troubleshoot network problem. Help install and set-up internet and email accounts with

customer’s internet service; troubleshoot common internet and Outlook Express issues.

• Maintained a high degree of customer’s service for all support queries via phone and adhere to all

service management principles.

Help Desk Technician I, Aerotek Staffing, Winchester, VA Sept 2009 to Dec 2010

Provided technical support to FEMA inspectors:

• Take ownership of user problems and be proactive when dealing with user issues. Logged all calls

on the call logging system, respond to inquiries from clients and help them resolve any hardware or

software problems.

• Supported users in the use of Computer equipment by providing necessary training and advice;

allocate more complex calls to the relevant IT Support member.

• Arranged for external technical support where problems cannot be resolved in house, help install

and set-up common software applications. Troubleshoot network problems.

• Assisted set up internet and email accounts with Customer’s internet service; troubleshoot

common internet and email issues. Installed printers, cameras, mice and keyboards; troubleshoot common

issues. Troubleshoot malicious software (e.g. viruses, worms, Trojans, etc.)

Computer Technician, Board of Education, Charles Town, WV Sept 2008 to Nov 2008

Technical Support for all of Jefferson County Public Schools:

• Supported network user administration within active directory, including security, integrity, and

troubleshooting; as well as monitoring for potential issues and concerns.

• Ensured Windows/Server patches are tested and rolled out to all users, in a timely and accurate

way, while ensuring high levels of customer satisfaction. Diagnosed and resolve technical hardware and

software issues research questions using available information resources.

• Knowledgeable about all Microsoft operating systems, assisted other Tech Services staff in

resolving technical support tasks as required by providing support and training and standards for

administration tasks and active directory.

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