Customer Service Information Technology

Delroy Watson

Wilmington DE *****

Phone 302-***-****

******.******@*****.***

SKILLS & ABILITIES

Networking

●TCP/IP & LAN/WAN Protocols

●Network Technology

●Network Systems Management

●Network Development

●GUI Applications

●Networking Application and Security

Operating Systems

●Windows 98/2000/XP/Professional/Vista

●Windows 7 and Windows 8

●Windows Server 2008

●Linux (Fedora 15/16 Ubuntu and Kali)

●Assemble/disassemble PC’s

●Install, configure, troubleshoot and repair

●Installation, testing and troubleshooting of cabling

Software

●Microsoft Professional Business Suite (Access, PowerPoint, Excel, Word

●Access, and Outlook.

●Install, configure and troubleshoot

Technical Support/Customer Service

●Tier 1, Tier 2

●Call Center

●Troubleshoot hardware/software

●Troubleshoot network connectivity

●Software installation support

●Remote Access

●Phone and e-mail support

●Documentation

●Process reengineering to increase effectiveness and efficiency

Communication

●Strong written and oral communication skills

●Great listening skills

EDUCATION

ITT Technical Institute –Plymouth Meeting- PA Sep 2014- Present

Associate in Information Technology(Computer Network Systems)

●Recipient of highest Honors Award

● Inducted into National Technical Honor Society March 2015

InfoSec July 2008

CEH Boot Camp

Computer Network Technology August 1998

Operating System Fundamentals

WORK EXPERIENCE

SA Technologies: Contractor at Exelon

IT Client Sopport :October 2016-June 2017

Break fix

Inbound calls

Reimage Win7/Win1

VPN

Printers

A3 Staffing June 2017-Present

Desktop Migration

Reimaged Win7

Configured PC

Add PC to Domain

Tac Worldwide 1999 - 2014

Desktop Migration Tier 1/Tier 2/Lead Technician

JPMorgan Chase Christiana Delaware, Jersey CityNew Jersey

●Test software, reimage PC, Phone support, and trained technicians

●Processed, retrieved, arranged and maintained records and filing

●Typed correspondence, answered phones, faxed, copied and performed data entry

●Was promoted from Tier 1 to Tier 2 to finally a Lead Technician in 2001

●Participate in projects involving strategy, implementation support, and Oracle optimization related to information technology operations, business processes, security, and data integrity for the applications

●Execute the day-to-day activities of advisory engagements for a variety of clients including process design, package implementation lifecycle support, and project reviews

●Review business processes and advise clients on system services available within the Oracle application

●Identify and communicate findings to senior management and client personnel

CAI Wilmington Delaware

Technical Analyst 2005 - 2006

Supported Delaware Department of transportation, Merck Pharmacutical, and HP

Create incident tickets, took ownership until its resolve

First level support for SAP

Lotus Notes and Outllook

Computer Sciences Newark Delaware 2000 – 2004

Contract Customer Service Agent Tier2

●Troubleshoot Palm/Handheld application issues, application software on PC.

●Provide technical/help desk support to customers of Wireless Generation

●Provide 2nd level support for all Internal/External User tickets related to the firm wide collaboration platform;

●Review design, construction, implementation, and support of Multi-Tenant software that meets the support requirements for Platform Stability and Operational needs

●Work with project manager in planning and estimating throughout the complete life cycle; identify and evaluate alternatives and presents the most efficient and cost effective solution

●Perform software construction, unit testing and debugging and review software construction done by developers; software construction may include the preparation of new software, reuse of existing code, modification of existing programs or integration of purchased solutions; lead, moderate or participate in code reviews as required

●Analyze and resolve defects identified through the QA process; prepare or assist in the preparation of implementation documentation; support the implementation of applications into production.

●Since September 2014 I have been a fulltime student. I am on call for weekends Deployment and Desktop Migration

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