Desktop Support
Resume:
Hans F. Gervais
Alpharetta, Ga. 30009
****.*******@*****.***
SUMMARY
Proficient knowledge of the following Helpdesk and Mortgage Processing Programs: Putty, Cyber ark, LP09a0, Active Directory, MS Office, FCM Dashboard, ARS, IRM, Printer Management, Doc Magic, DU, FHA Connection, LPS, AS400, iPortal & iSeries
A service-oriented representative with over eight years’ management experience
A high energy, self-starter with a superior record of surpassing high expectations
A fast learner who works well under pressure and meets deadlines with outstanding results
Fluent in the following languages: English, Creole and French
EXPERIENCE:
Home Depot 2016-2017
Marietta, Georgia
IT Helpdesk Technician
Provide first level support and convey resolutions to users
Escalate Tier 2 requests to the proper contact within IT
Identify and escalate situations requiring urgent attention
Respond to support requests for technical assistance in person, over the phone, and through an electronic ticketing system.
Provide both desk side and remote support using a variety of remote tools
Utilize ticketing system to respond to requests and maintain asset management
Set up new employees with hardware and software specific to their roles
Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware.
Reset Associates passwords using Active directory and Office 365
Enable/disable associate accounts using Active Directory
Provide end users assistance with troubleshooting Windows XP, 7, 8, 10 and Mac.
Maintain daily performance of computer systems.
Remote into device to verify and troubleshoot issues
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Clean up computers.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.
Ryder 2016-2016
Alpharetta, Georgia
Helpdesk Support Coordinator
Organizes, distributes and verifies the work of others and participates in their training. Establishes priorities. Allocates physical and human resources. Acts as resource person.
Coordinates customer service. Provides information on the unit's policies, products and equipment and makes recommendations based on customer requirements. Ensures prompt response and efficient use of unit's resources. Determines whether enquiries are of a technical nature and refers these to the appropriate technician.
Orders parts and maintains an inventory based on demand and after consultation with technicians. Coordinates and tracks the purchase of parts. Arranges for the return of defective equipment and ensures that proper credits are received.
Arranges for the installation, maintenance and repair of equipment. Carries out routine preventative maintenance. Contacts appropriate companies for estimates of repair costs. Ensures renewal of maintenance contracts with external suppliers and arranges for new contracts.
Liaises with suppliers regarding equipment availability, prices and delivery dates. Recommends equipment purchases to supervisor.
Wipro/Geek Squad 2015-2016
Atlanta, Georgia
Desktop Support Agent
Provide helpdesk support and resolve problems to the end user’s satisfaction
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on
priority
Modify configurations, utilities, software default settings, etc. for the local workstation
Utilize and maintain the helpdesk tracking software
Document internal procedures
Assist with onboarding of new users
Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any
additional specialized equipment
Install, test and configure new workstations, peripheral equipment and software
Maintain inventory of all equipment, software and software licenses
Report issues to the Service Desk for escalation
Manage PC setup and deployment for new employees using standard hardware, images and
software
Assign users and computers to proper groups in Active Directory
Perform timely workstation hardware and software upgrades as required
Walmart 2014-2015
Alpharetta, Georgia
Cashier/stocker
Greet customers as they arrive at the store and provide them with information about products and/or services
Respond to customers’ complaints and resolve their issues
Resolve customer complaints in a proactive manner
Identify prices of goods using memory or scanner
Enter transactions in the cash register and provide customers with the total bill
Process exchanges and refunds
Assist in stocking shelves, rotating merchandise and marking prices
Train other staff members to work as cashier
Perform the duties of customer service manager when required
Keep the work area tidy and clean
WCS Lending, LLC 2012-2013
Boca Raton, Florida
Associate Post Closer
Assist with mortgage loan closing process by reviewing loan documents for compliance, completeness and accuracy
Obtain missing information prepare files, and provides support to internal and external customers
Prepare and package loans for delivery to investors
Track and monitor loans delivered to investors to insure loan funds within warehouse timeframe of fifteen days
Bank of America 2005-2011
Jacksonville, Florida
MLO-Post Closing Lead Specialist
Service loans and review various loan origination information
Request documents, image files & track document requests from creation to completion
Route files and track retention & order active original collateral loan documents
Track and modify internal documents by utilizing the Iseries/ AS400ls, Iportal, SRM, Carousel, URS and WINCMSS programs
EDUCATION:
Atlanta Technical College 2014-2017
Atlanta, Georgia
Networking Specialist- Accomplishing requirements in pursuit of an A.A degree
Florida State College 2004-2006
Jacksonville, FL
General Education
MAJOR ACCOMPLISHMENTS:
Successfully completed four and a half years of military service in the United States Navy. Cisco I, II, III, and IV certified, accomplished requirements for CCENT, and CCNA certification, and also currently interning with Pi Tech Consulting.
Contact this candidate