Customer Service Technical Support

LeVern David Roberts III

******.*******@*****.*** • Phone: 312-***-****

PROFILE

Customer service focused Technical Support Specialist with 2 years career experience in help desk environments. Highly adept in systems analysis diagnostics and troubleshooting and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays strong work ethic.

Customer service-oriented

Product expertise

Systems Analysis

Excellent communicator

PC & MS Office proficient

Software testing and training

Help Desk

Quality assurance

Analytical and diagnostic skills

SKILLS

Software: HTML, CSS, JavaScript, Bootstrap, Microsoft Office 2010, Windows 7, and firewall.

Hardware: Computer assembly and disassembly. Install or swap: network cards, memory, printers, scanners, webcams, wireless keyboards, mice, external and internal hard drives, video adapters, CPUs, power supplies, USB drives, eSATA drives, monitors, heat sinks, and fans. Recover hard drives, partition and format hard drives.

Networking: Run cables, troubleshoot connections, Connect hardware (hubs, switches, cat5 cable, and patch panels)

EXPERIENCE

Société Générale Chicago, IL

Hardware Support Contractor 05/2017 – 06/2017

Provided hardware and software support to 300+ users.

Tasked with creating an inventory for all new monitors and printers.

Helped create desktop and laptop workstations for existing users.

Hardware Upgrades (installed display port video cards).

Conagra Foods Chicago, IL

Deployment Technician 03/2017 - 05/2017

Maintained inventory of the computers in all facets of the deployment life cycle to include receiving, imaging, deployment, training, and disposal.

Supported a large enterprise desktop deployment with the older computers while imaging approx. 250+ laptops from Windows 7 to Windows 10.

Provided technical support and troubleshooting assistance to personnel PCs, printer, and e-mail setup; hardware, software installation, OS, and related hardware issues.

Used SCCM to image new equipment with Windows 10 Professional

Hardware Upgrade (Switched HDD to SSD)

Verified correct group assignment and policies for applications and printers within Active Directory

Ann & Robert H. Lurie Children's Hospital Chicago, IL

Technician (Imprivata Installation) 01/2017 – 02/2017

Perform daily maintenance and installation of Imprivata workstations

Provide support for doctors, nurses, administration, etc.

Connect the workstations networks with Imprivata systems.

LinkedIn Chicago, IL

Systems Support Analyst 02/2016 – 07/2016

Provided daily technical support to 500 LinkedIn Chicago staff using PCs, Macs and all mobile devices

Provisioned over 60 computers on Windows and Mac platforms using LANDesk and JAMF

Responsible for creating workstations for 50+ new hires and transferring employees

Tasked with monitoring the LinkedIn compliance list for the Chicago office

Supported staff on all video conferencing equipment

EDUCATION

Year Up Chicago Chicago, IL Information Technology 9/2015 – 8/2016

Year Up is a leading one-year career development program with 250 corporate partners around the country; the program includes college-level courses, professional training, and a six-month internship

Earned 28 credits through the American Council on Education's College Credit Recommendation Service (ACE CREDIT); relevant course work includes hardware, software, web development, Microsoft applications and business communication

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