Customer Technical Support
Resume:
Archibuld Sando
(Local to Dallas, TX)
***********@*****.***
Summary:
CompTIA A+ certified candidate experienced and highly motivated professional with a solid background in devising IT solutions for improved business efficiency.
Experience to diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
Experience for Installing and configure new IT equipment and resolve incidents with printers, copiers and scanners.
Responsible for Configure customer premises equipment (CPE) to ensure that customers can make connection from home to their Company networking using VPN, Checkpoint VPN-1 firewall software.
Responsible for replacing laptop screen, laptop keyboards, hard drives and diagnosed and fixed any computer related issues.
Troubleshooter for networking and communication configuration using TCP/IP protocol suite related to Verizon Internet connectivity for supported operating systems: Microsoft windows 98, 2000, Me, NT, XP and Mac OS (Outlook, Word, Excel, PowerPoint).
Performed troubleshooting and configuration of DSL modems and Routers (White westell, Westell 2110, Westell 2200, Westell versa link 327, Westell 6100 Action Tec gateway and Linksys routers).
Fixed Modern /router issue/ connectivity's issues and troubleshoot firewall related issues.
Troubleshoot issues related to outlook e-mail account and connect iphone, iPods and playstation3 to home network
Provide a high level of support with a customer first attitude.
Ability to apply a high sense of urgency to all tasks
Communicate effectively verbally, in writing, and fluently in English.
Skills:
Trained IT technician, Certified in A+, Linux+ Oracle Certified Professional (DBA/11g), Fluent in French.
Active directory.
March 2017 to present
Experience:
Robert half technology (G6 hospitality)
Help desk agent
Helped trouble shoot all connectivity issues within the G6 hospitality 03/24/2017 to 06/24/2017
Helped troubleshot all computer related issues
Helped resolved booking issues
Helped resolve guest checkout check in issue in hotelkey
Helped reset password using active directory
Helped resolved vpn connectivity issue
Logging on to computer to resolved computer related issue using bomgar
Help set up the walls Fargo training lab (walls Fargo 03\01\2017 to 03\23\2017
Image computer
Assemble computers
Install windows 7 operating system
Install printer on the network
Helped setup desktop for various client (Hilton) 06/25/2017 to 07/03/2017
Installed windows 7,8 and 10 on various laptop
Installed Mac OS X El captain
nstalled phone to the network
Upgrading OS x El captain to macOS sierra
Image computers
Connect computer to domains
Rename computers
Set up outlook
Solved outlook issues
Reset password using active directory
Germen Euless, Jan 12 – to present( on call, less than 20 hour per week)
Senior IT technician
Responsible for replacing laptop screen, laptop keyboards, hard drives.
Responsible for supporting operating systems Windows 7, 8, 10
Diagnosed and fixed any computer related issues for home and business.
Helped connect other devices to the customer network.
Fixed Modern /router issue/ connectivity's issues
Troubleshoot firewall related issues
Reinstalled operating systems, remove viruses and malwares.
Fixed browser related issues and Backup customer data.
Trouble shooting blackberry camera issue.
Pin issue associated with account.
Repaired printers/ photocopies
Replaced cartridges
Ability to train and mentor new or junior level technicians
Work weekends and overnight hours as needed.
Work proficiently with Microsoft Word, and Excel.
Volt workforce solutions (PlumChoice), Dallas, TX Jan 11 – Jan 12
Tier1 Remote Technician
Create incidents and task via remedy incident management ticketing system
Remotely log into customer computers to resolved computer related issues such as: Remove various, malware.
Take inbound calls from customers
Record detail and accurate customer problem and resolution method in remedy
Escalate calls under 15minutes to tier II
Installed software on customer computer (Microsoft office, carbonate or mozy etc)
Fixed browser related issues and reinstalled operating systems.
Fixed Modern /router issue/ connectivity's issues.
Diagnosed and fixed any computer related issues.
Helped connect other devices to the customer network.
Take inbound support call from AT&T customers
Helped resolved any wireless issues on the phone
Helped Configures customers e-mail (outlook, yahoo sbcglobal, att.net etc) and reset password.
Configure printer setting, home network setting.
Connect iphone, iPods and playstation3 to home network.
Sell AT&T products to customer on every call
Record detail and accurate customer information in remedy incident management ticketing System
Resolve call under 10 minutes else escalate to tier level
.
AT&T Verse services, Richardson, TX Sep 10 – Jan 11
Tier 2 Technical support
Troubleshoot internet connectivity issues on the phone.
Take inbound support calls from customers and tier1 tech
Create incident and task via
Record details and accurate customer problem and solution in remedy
Escalate calls to icu under 15 minutes.
Troubleshoot firewall, troubleshoot emails and Reset modem.
Sell AT&T products to customer on every call, Fixed Modern /router issues and Troubleshoot connectivity issues
Wynndalco Enterprises, LLC, Dallas, TX Aug 10 – Jan 11
IT Technician
Helped configure the BIOS.
Prepared PCs for installation for Instillation at the Dallas independent school District.
Installing computers in schools or classroom lab.
Performing Migration From windows Xp To 7
Imaging, Testing and Packaging.
modis July 09 – Aug 10
Technical Support Analyst
Used VPN to troubleshoot a wide range of connectivity issues (login, network connection, etc)
Helped BNSF employee understand the new Microsoft exchange voicemail systems
Helped employee with distribution list in outlook on theBNSF network
Reset employee password.
Take inbound call from customers and Tier1 support
Create incidents and task via remedy
Record detailed and accurate customer problem in incident.
Update employee telephone systems in the BNSF database.
Create ticket for complex telecom problem in Remedy.
Troubleshoot voicemail issues over the phone.
Troubleshoot issues related to outlook e-mail account.
Verizon Business, Carrollton TX Jan 09 – July 09
Telecom Tech-Operations Support- Engineer- Telecommunications Engineer
Update spread sheet, Create tickets, billed Customer Sort database for Customer billing history.
Update Customer information in the database.
Determined the kinds of equipment used by the customer in relationship to their contract.
PC Train Computer, Arlington, TX Jan 07 – July 09
IT Technician
Removed virus, malware, spyware and other unwanted software.
Installed hard drive and Software.
Accessed router and reset router password.
Replaced motherboard and power supply
Backup data for customer.
Helped customer diagnosed problem.
Increased the overall performance of the pc.
Education and Certification:
Bachelor of Arts in Information Systems, University of Texas at Arlington Arlington, TX 2008
BTS in Information Systems and Operation Management, Loko Superior School of Technology Abidjan 2003
DESF French, University of Cocody Abidjan 2001
A+ Certification, 2009
Linux+ certification 2009
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