Customer Service Technician

PC/Networking Technician

Professional Profile

. Motivated, hardworking, determined, dedicated team player to any

organization. I am willing to do what it takes to make sure the end

user satisfaction is met with my job duties. I love learning and

growing in IT field.

. Skilled PC and networking Technician with experience in supporting,

troubleshooting, installing and performing minor to major repairs to

hardware, software, or peripheral equipment. Able to assist users who

are experiencing problems with personal PC's and other computer-

related technologies. Able to work as part of a team or with minimal

supervision. Maintain local area network hardware, software, and

telecommunication service such as personal computers, system software,

printers, routers, bridge, switches, modems, and cabling.

Acquired Skills

Window XP/Vista/7 Networking-Wireless Hardware/Software

PC Assembly/Repair Routers/Switches LAN/WAN/ TCP/IP Protocols

Customer Service Cables Troubleshooting

Installing Configuring Desktop Support

Read Blueprints Testing Printers

Education/Certification

High School Diploma

Struga, Macedonia 05/1977 Associate degree in Drafting

Skopje, Macedonia 07/2000

Next Step Computer Training

Indianapolis, IN

. CompTIA A+ Certification

06/2011

. CompTIA Network+ Certification

09/2011

Professional Work Experience

Bell Techlogix

03-2012 to present

Help Desk Analyst

Responds to inquiries and requests for assistance with the

organization's computer systems or PC's. Identifies, analyzes,

troubleshoots and resolves problems with the aim of eliminating

recurrences and reducing calls to the helpdesk. Coordinates with other

Information Technology areas to resolve problems if necessary.

Provides support and a central point of contact for standard software

and hardware defined in the current Information Technology Services

(ITS) Products and Services.

Problem analysis and resolution

. Logs all help desk calls or email requests into Problem

Reporting System and updates problem profiles.

. Analyzes and resolves problems with a goal of 90% First Call

Resolution.

. Supports at a minimum Microsoft Office, Windows XP,Windows

Vista, Windows 7and Windows 8, Site Standard Desktop, Remote

Access, File maker, Password Administration, Hardware

Diagnostics, BI Query (SRS Data Warehouses), Data Network

Fundamentals, and Web technology.

Direct Help Desk Requests

. Completes requests for Password Resets, hosting and un-hosting

of File maker files, printer, hardware diagnostics and special

desktop releases.

. Logs all help desk email requests into Problem Reporting System.

Problem prevention (when time permits)

. Investigates causes, tests solutions, and puts solutions in

place to reduce calls to the help desk.

. Fixes causes, not just solutions. Works to eliminate recurring

problems and reasons to call.

. Promotes effective use of technology.

. Watches for trends that indicate potential problems and then

eliminates the problems before they happen.

Customer Service

. Must learn to think of the customer as the most important part

of the job.

. Involves dealing with and/or responding positively to

complaints, problems, and sometimes negative and emotional

behavior.

. Promotes a professional help desk image and sells the value of

the help desk.

. Understanding help desk priorities and objectives and taking an

active role in accomplishing these objectives.

Participates in other ITS groups

. Reviews ITS Morning Meeting results and upcoming changes with

the goal of knowing what is going into production and what could

cause problems. Tries to identify possible problem areas or

communication needs.

. Passes feedback from customers on to the End User.

Communication

. Keeps peers and End User/Alt End User informed of trends,

significant problems, unexpected delays and anything new in the

environment.

. Keeps customers informed of global problems, scheduled downtime

or anything that affects the computing environment.

. Keeps customers informed of progress on problems that cannot be

resolved on first call.

Training

. Keeps current on all the technology used in the environment

supported.

. Takes training that continues to develop interpersonal skills.

Repair Technician

. Reassemble machines after making repairs or replacing parts

. Operate machines to test functioning of parts or mechanism

. Reinstall software programs or adjust settings on existing

software to fix machine malfunction

. Test new systems to ensure that they are in working order

. Maintain parts inventories and order any additional parts needed

for repairs

. Maintain records of equipment maintain work or repairs

. Disassemble machines to examine parts, such as wires, gears, or

bearings for wear or defects, using hand tools

. Fill machines with toners, inks or other duplicating fluids

. Lay cable and hook up electrical connections between machines,

power sources, and phone lines.

. Read specifications, such as blueprints, charts or schematics,

to determine machine settings or adjustments

. Test components or circuits of faulty equipment to locate

defects, using voltmeters or special diagnostic software

programs.

Boys and Girls Club

Indianapolis, IN

PC Technician Internship (20 Hours)

09/2011-03/2012

Entered commands and observe system functioning to verify correct

operations and

. Responsible for trouble shooting desktop and network issues and

performing break fix.

. Provided desktop support, updated OS and added anti-virus protection

for 20 PC's in Computer Training Lab.

. Performed cable testing and troubleshooting in a structured cabling

environment.

. Repaired PC to Network connections.

. Established wireless LAN connections with WPA2 security for all

machines.

. Configure wide area network (WAN) or local area network (LAN) routers

or related equipment.

. Documented network support activities.

. Identified the causes of networking problems, using diagnostic testing

software and equipment.

. Installed and configure wireless networking equipment and software.

. Configure and define parameters for installation or testing of local

area network (LAN), wide area network (WAN), hubs, routers, switches.

Martin Luther King Center

Indianapolis, IN

PC/ Network Technician Internship (40 hours) 06-2011 to

08-2011

. Responsible for trouble shooting desktop and network issues and

performing break fix.

. Provided desktop support, updated OS and added anti-virus protection

for 20 PC's in Computer Training Lab.

. Performed cable testing and troubleshooting in a structured cabling

environment.

. Repaired PC to Network connections.

. Established wireless LAN connections with WPA2 security for all

machines.

. Configure wide area network (WAN) or local area network (LAN) routers

or related equipment.

. Documented network support activities.

. Identified the causes of networking problems, using diagnostic testing

software and equipment.

. Installed and configure wireless networking equipment and software.

. Configure and define parameters for installation or testing of local

area network (LAN), wide area network (WAN), hubs, routers, switches.

TPS Inc.,

Woodbury, CT Journeyman

Carpenter

09/2002-01/2010

. Performed and provided high-end commercial constructional services.

. Specialized in interior and exterior systems.

. Proficient in reading blueprints and technical materials and drawings.

. Read specifications, such as blueprints, charts or schematics.

. Created performance schedules while controlling material cost and

procurement.

. Studied specifications in sketches, or building plans to prepare

project layout and determine dimensions and materials required.

. Shaped or cut materials to specified measurements, using hand tools,

machines, or power saws.

. Followed established safety rules and regulations and maintain a safe

and clean environment.

. Measured and marked cutting lines on materials, using a ruler, pencil,

chalk, and marking gauge.

. Installed structures or fixtures, such as windows, frames, floorings,

trim, or hardware, using carpenters' hand or power tools.

. Verified trueness of structure, using plumb bob and level.

. Built or repaired cabinets, doors, frameworks, floors, or other wooden

fixtures used in buildings, using woodworking machines, carpenter's

hand tools, or power tools.

. Assembled and fastened materials to make frameworks or props, using

hand tools and wood screws, nails, dowel pins, or glue.

. Removed damaged or defective parts or sections of structures and

repair or replace, using hand tools.

. Inspected ceiling or floor tile, wall coverings, siding, glass, or

woodwork to detect broken or damaged structures.

Jay's Home Improvement

Waterbury, CT

Self Employed Independent Contractor

06/2006-12/2009

. Specialized in interior and exterior systems.

. Performed high end residential constructional services.

. Provided estimates and excellent customer service.

. Helped customers choose the right materials.

. Assisted customers with any changes, of the plans, blue prints, and/or

drawings.

. Monitored and controlled material cost.

Contact this candidate