Technical Support Customer Service

Ernest Knight

**** ***** ******* **. *** *** - Raleigh, NC 27613

Email: *******.**@*****.***

LinkedIn: www.linkedin.com/in/ernestknight/

Phone: 757-***-****

Information Technology Specialist

Offering Advanced Skills and Consistent, High-Quality Technical

Support/Customer Service, Desktop/Network Installation, Configuration,

Upgrades, and Migration

Quality-focused IT professional with 10+years of experience as a systems

technician and software/hardware support specialist. Proven ability to

create and deliver solutions that meet corporate objectives tied to

business and technology performance. I am comfortable operating in a wide

range of platforms and environments. As an effective communicator I am able

to explain complex processes in easy-to-understand terms for end users. I

am also skilled in proactive identification and resolution of critical

systems/network issues.

TECHNOLOGY SUMMARY

Hardware

. All current model Server/Desktop/Laptop repair (Lenovo T and X Series,

HP, DELL, Mac)

. Cisco/Linksys/Netgear routers and network switches

. Configure and repair all current model network printers (HP, Ricoh,

ULINE Zebra)

. Configure and repair all handheld and tablet devices (Blackberry,

Iphone, iPad, Android)

. Configure VOIP phone devices (Cisco, Avaya)

. Troubleshoot all current model docking stations, scanners, digital

cameras, video conference peripherals

Software

. Operating Systems- Microsoft Windows Server 2008/2003, Windows

8/7/Vista/XP/MS-DOS, MAC OSX Server/OSX/iOS

. Email - Microsoft Exchange Server/Outlook/Office 365 2013,2010, IBM

Lotus Notes, Blackberry Enterprise Server

. Anti-Virus - Symantec, Norton, McAfee, Forefront Enterprise

. Ticketing Systems - Remedy Ticketing System, BMC Service Desk Express,

HEAT

. VPN- Cisco Connect, Juniper, BigIp

. Other notable software titles supported- Active Directory, All

Microsoft Office Applications, Adobe Professional Applications, Nitro

PDF, Oracle, Java, Adobe Flash Player, IBM Sametime Connect, WebEx,

Microsoft NetMeeting, DameWare, LANDesk, Microsoft Deployment Toolkit,

Altiris, Symantec Ghost Cast, Acronis, Wisetrack, Salesforce, Internet

Explorer, Google Chrome, Microsoft Lync

PROFESSIONAL EXPERIENCE

Frontier Communications (Technisource) 1/12-12/12 Durham, NC

Tier 2 Desktop Support Technician

. Provided technical support to end users in a Microsoft Windows 7 and

XP environment

. Provided printer/scanner support for network printers

. Diagnosed and fixed hardware and software issues laptops and wireless

devices

. Migrated users and data from Windows XP to Windows 7

PPD (Kelly IT Resources) 6/11-11/11Morrisville, NC

Tier 2 Service Desk Technician

. Provided technical support to end users in a Microsoft Windows 7 and

XP environment using Active Directory

. Diagnosed and fixed hardware and software issues with Lenovo ThinkPad

T and X series laptops and wireless devices

. Provided printer/scanner support for HP LaserJet network printers

. Provided Tier 2 network support via phone for over 400 end users in a

4 building corporate office environment

. Migrated users and data from Windows XP to Windows 7

Lumberton Medical Group (3-Week Contract) Lumberton, NC

IT Specialist

. Provided technical support to end users upgrading from Microsoft

Windows XP to Microsoft

Windows 7

. Diagnosed Windows 2003 Server hardware and software

. Provided assistance concerning the use of computer hardware and

software

Apple Inc. (ACS) 11/10-3/11 Raleigh, NC

Apple Care Tech Support Analyst

. Provided direct technical support for Apple product users

. Answered questions and provided technical assistance to resolve

hardware and software issues

. Provided technical assistance to users regarding internet

connectivity, email and operating systems

Merck Pharmaceuticals (Ajilon Consulting) 12/08-9/10 Durham, NC

Help Desk Analyst

. Provided technical assistance to users regarding printing, VPN

connectivity, electronic mail and operating systems

. Conducted computer diagnostics to resolve hardware, software, and

peripheral equipment problems

. Provided remote desktop support for Microsoft Office 2007 applications

in a Windows XP environment using Windows Net Meeting

USDA (CSBS) 5/08-8/08 Raleigh, NC

IT Specialist

. Provided technical assistance to users regarding network printing,

internal/external wireless VPN connectivity, electronic mail and

operating systems

. Provided technical support for Microsoft Office 2003 applications in a

Windows XP environment

. Conducted hardware and software test to resolve problems

State of North Carolina 3/08- 5/08 Raleigh, NC

Computer Tech

. Imaged desktops and laptops using Norton Ghost

. Provided desk side support for end users

Tidewater PC Repair 6/07-3/08 Norfolk, VA

PC/Network Technician

. Installed and performed repairs to hardware, software and peripheral

equipment following installation specifications

. Conducted computer diagnostics to resolve hardware, software, and

peripheral equipment problems

Smithfield Foods, Inc 1/07- 6/07 Smithfield, VA

Desktop Support Technician

. Provided remote desktop technical support for 200+ end users in a

Microsoft Windows XP environment using Dameware

. Set up equipment for employees ensuring proper software and hardware

usability

. Assisted in inventory control while re-imaging desktops and laptops

using Norton Ghost

GTECH Networks 01/06- 1/07 Hampton, VA

PC Field Service Technician

. Installed and performed repairs to hardware, software and peripheral

equipment following installation specifications

. Conducted computer diagnostics to resolve hardware, software, and

peripheral equipment problems

EDUCATION

1999-2001 Piedmont Community College Charlottesville, VA

A.S., Business Administration

2001-2003 Radford University

Radford, VA

College of Information Technology

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