Technical Support Customer Service

Doni Harding

*** *. ******** *** ****, NC ***** 919-***-**** ************@*****.***

SUMMARY

• Ability to apply excellent judgment utilizing established procedures in interpreting

documentation relating to the analysis of problems encountered in routine and non-routine

support and installation procedures; and in triaging, troubleshooting and resolving software,

hardware and network connectivity problems.

• Excellent oral and written communications skills as well as the ability to work collaboratively

and as a member of the Service Desk Technician team in providing effective service to customers

in person, email, on the telephone, and remote access and meeting SLAs.

• Ability and motivated to become rapidly familiar with changing or new technologies and be

able to apply existing and new resources in efficiently performing maintenance and

troubleshooting of computer systems support requirements specific to the customer’s need.

• Experience in OS migration from XP to Windows 7, and MS Office migration 2007 to Office

2010 at government, private and public business sectors.

• Obtained Government Security Clearance while contracting at NIEHS.

TECHINICAL SKILLS

Knowledge, skill and ability supporting, troubleshooting, configuring, installing and using a wide variety of

laptop and desktop computer systems, Active Directory, SCCM, LANDesk, RDP, NetMeeting, Dameware,

Remedy, Magic, Hyena, MS Office 2010, MS Office 2007, MS Office 2003, Hiren, BCWipe, Firefox,

Internet Explorer, Citrix XenApp, Win-Terminals, McAfee, NAV, Windows XP & Windows 7 Operating

System. Desktop Imaging Ghost and Altiris. Avaya. Certificate of attendance in “How to Deliver Exceptional

Customer Service” Fred Pryor seminars.

PROFESSIONAL EXPERIENCE

MedNax – Raleigh, NC Sept 2012 – Present

Technical Support Analyst

Provide Desk Support for all company employees. Coordinate, diagnose, and troubleshoot incoming

employee issues. Provide support services to employees with technical problems and information

technology issues involving desktop, laptops, or IT services from local personnel or from employees using

network remote access. Provide timely resolution of issues and escalations on behalf of the end users to

appropriate technical support. Provide case status updates to end-users and management as needed.

Provide technical support to internal desktop systems. Installs, configures, and troubleshoots desktop

systems and workstations. Maintain password security, data integrity, and file system security for the

desktop environment. Communicate highly technical information to both technical and non-technical

personnel. Recommend hardware and software solutions, including new acquisitions and upgrades.

Work on problems of moderate scope where analysis of situations or data requires a review of identifiable

factors. Exercise judgment within defined procedures and practices to determine appropriate action.

• Communicate effectively and professionally with employees calling the Help Desk.

• Ensure that reported user issues and problems are recorded in a problem tracking system with

proper status, resolution and recommendations entered into the knowledge database and that

users are notified of resolution.

• Provide technical assistance to customers on company desktop supported applications and

hardware via Web, email, phone, or fax.

• Perform advanced problem analysis and isolate issues of moderate scope

• Configure and deploy new user equipment

• Provide recommendation or ensure proper escalation to next as needed

SOCIAL & SCIENTIFIC SYSTEMS – Durham, NC Oct 2011 – 09/2012

Service Desk Technician

• Monitor and assign desktop support tickets as tickets come through phone, email and Altiris

ticketing system.

• Provide technical support for internal users for all desktop and laptop issues reported IT service

desk

• Troubleshoot and resolve issues relating to OS Windows7, WindowsXP, MS Office 2010 and

other software.

• Track and maintain documentation for printer and equipment inventory.

VALUE OPTIONS – Morrisville, NC April 2011 – Sept 2011

Lan Tech II

• Assist all users with hardware and software problems.

• Provide training to onsite and remote users

• Ensure desktop computers interconnect seamlessly with diverse systems including associated

validation systems, file servers, email servers, computer conferencing systems, application

servers and administrative systems

• Install, administer, troubleshoot, and maintain PC and peripheral equipment

• Work with internal support contacts to resolve technical problems with desktop equipment and

software

• Create and maintain documentation on IT ticket. Track and maintain inventory and stock of

PC/LAN equipment in order to meet business needs

NATIONAL INSTITUTE OF ENVIRONMENTAL HEALTH SCIENCES Feb 2009 – April 2011

Service Desk Technician

• Respond to Remedy Service Desk Tickets and respond promptly to customer requests via email,

telephone or in-person and log each request into Remedy call tracking system. Escalate

requests as appropriate to. Track progress on final problem resolution and communicate with

customers to keep them informed.

• Act as technical consultant with users and participate as an effective member desktop imaging in

evaluating user needs, determining equipment configuration issues and operational problems and

researching new and emerging technologies. Consult with vendors and other resources such as

MS Knowledgebase or manufacturer's web sites in resolving problems. Obtaining software

drivers, patches and updates. Research and specify required parts and supplies from

Web resources, Internal sources such as service manuals, CD-ROMs, e-mail, industry and

professional contacts and other sources when applicable.

• Coordinate with users to back-up and reinstall customer's data files, verify access to appropriate

network resources.

• Activation and troubleshooting for Blackberry / PDA devices.

• Maintain records of services provided and ensure accuracy of Remedy call tracking and Desktop

Inventory of Computing Equipment (DICE) tracking system.

• Coordinate projects as assigned by management such desktop imaging, staff moves, and other

related projects.

RH DONNELLY – Morrisville, NC Oct 2008 – Dec 2008

Technology Specialist

• Help maintain Business Support Center Help desk answering end user calls and emails assisting

with issues related to phone, computer hardware and software functional for day to day business

flow.

• Resolve software and hardware issues ensuring configurations are correct and current to

company standards.

• Resolve and answer questions relating to issues regarding Outlook Exchange.

• Blackberry deactivation, activations, synchronization and troubleshooting.

• Assist end users with trouble-shooting company applications and/or escalating issue when

needed.

• Follow up with end users via email or phone ensuring their issues are resolved.

• Update CA (Computer Associates) call tracking software incidents and change orders as needed.

PPD – Morrisville, NC Oct 2005 – Sept 2008

Desktop Technician

• Configure and install new hardware; upgraded and moved existing hardware as required.

• Ensure that all hardware installations meet company standards.

• Install and upgrade software on HP 6220 laptops, Lenovo T60, T61, T400 laptops as needed.

• Install Images on HP laptops using Ghost.

• Troubleshoot and resolved issues with existing software or software configurations.

• Ensure all software configurations meet company standards.

• Train new users on proper login procedures, electronic mail, remote access and other software as

needed.

• Resolve Network connectivity issues as well as VPN connectivity issues as needed.

GLAXOSMITHKLINE – Durham, NC 2004 –2005

Technical Support Representative

• Implement technical support remotely via phone to Pharmaceutical Sales Reps.

Duties included: supporting for Dell C600, C610, D400 and D600 Dell laptops involving Hardware and

software used in conjunction.

• Trouble shoot issues with Lotus Notes email.

• Assist users with VPN connectivity issues.

• Diagnose and trouble shoot various issues with local HP LaserJet printers.

• Trouble-shoot issues with various software installed on user laptop.

TIME WARNER CABLE - Morrisville, NC 2002 - 2004

Help Desk Tech for Road Runner, Earth Link and AOL High Speed Data Customers

• Troubleshoot issues relating to customers cable modems, digital phones and digital boxes

• Activate cable modems, digital boxes, and digital phones remotely for cable techs using DocSys

& ICOMS

• Use ICOMS and AS400 (prior to ICOMS) to document calls, schedule service tech appointments

and credit customer account as needed.

• Offer new services to TWC customers after troubleshooting their current issue(s)

EDUCATION

NORTH CAROLINA WESLEYAN COLLEGE - Morrisville, NC Dec 2013

Bachelors of Science – Computer Information Systems (Senior)

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