PC Technician / Helpdesk Support Tech

David A. Boyer

** ******** ****** **.

Ephrata, Pennsylvania 17522

717-***-**** – 717-***-****

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

Objective

Seeking a good opportunity in a good company that enables me to improve upon my skills. While expanding my knowledge and experience and to assist in the continued improvement of the organization.

Professional Experience

Helpdesk Support Technician Diverse Technologies Corporation 2008 – 2011

•Manage a helpdesk ticking system ( Remedy ) to track progress and closure of support ticket issues

•Assisting customers to use software more efficiently with detailed instructions

•Troubleshoot PC’s with the aid of SMS Remote tool for on the spot technical support

•Respond to telephone calls, personal hand held radios, emails and request for technical support

•Knowledge and experience of customer service practices i.e. call center

End-user Support Technician / Diverse Technologies Corporation, 2011-2012

•Create trouble tickets through REMEDY for all customers in the field when handling on the spot service

•Work with end-users to develop an understanding of the needs and uses of their PC’s including hardware, software and printers

•Analyze and diagnose problems reported by end-users

•Traveled to two work sites to maintain approx. 3,000 DOD pc’s

•Provide preventive maintenance on printers, install drivers when needed

Education

Berks Technical Institute Internet\ Networking Engineer 2006-2008

Associates degree

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