Customer Service Desktop Support
Resume:
Alain Bertin Wedji
**** ********* **** ** *****, silver spring MD 20903
*******@*****.**
******@*******.***
********@*****.***
OBJECTIVE:
To obtain a responsible, challenging IT Field Technician Desktop support position with a progressive, growth-oriented organization.
SUMMARY:
Ability to repair Computer components, equipment and systems. Amazing ability to work in challenging and demanding environments with intense work schedule. Outstanding analytical and problem solving skills. Strong organizational skills. Great ability to work independently and with a team.
OVERVIEW OF QUALIFICATIONS:
Over 10 years Help Desk Experience and night shift experience
Over 11 years of experience working as a field tech replacing or troubleshooting computer parts
Experience managing open trouble tickets at a tier 1, 2 and 3 levels.
Experienced with Remedy Ticket System.
CERTIFICATIONS:
CCNA: (Cisco Certified Network Associate)
- CCENT (Cisco Certified Entry Networking Technician)
- CCNA Security (Cisco Certified Network Associate Security)
CompTIASecurity +
CompTIANetwork +
CompTIAA+
- GED or High School Diploma (High School General Leclerc Yaoundé)
Work Experience:
METRO ONE LOSS PREVENTION: April 2017
(Security officer)
Patrolled warehouse and manned post per security management
Store detective at Walmart(Georgia Av)
Customers service
Managed and recorded pedestrian and vehicle traffic at access points
Made note of risks such as leaking pipes fire hazards damaged security doors etc.
Worked with EMS fire or police department as required during emergencies
HOME DEPOT: East-West Hwy, Hyattsville, MD ---Start on January 2017 March 2017
(Associate--- Delivery, Keys made, Customers service and Department of Hardware).
Promote at Flooring Department last week.
JMATSYSTEMS: Greenbelt MD (night shifts and weekend) - January 2016 January 2017
(Computer and Information Systems Technician)
Troubleshoot and resolve hardware and software issues on Windows and Mac computers. Analyzes diagnoses and resolves problems associated with operating systems, passwords, networking, wireless, VPN, outlook and hardware connections.
Repair and reload, Printer Break-Fix (Laptops, Desktops, and Printers’’HP, Brother, Dell, Lexmark
Update and upgrade
Remove malware
Knowledge on VMware Windows 8
Created user account and security groups, assigned permissions, deployed client workstation to network.
Provided support for medium sized windows Server 2003 R2.
Supported the windows Xp, 7 and 10 clients for this network.
Diagnosed client’s laptops/PC troubles and resolved network access.
Knowledge of Firewalls, Routers and Switches
Recover data to new hardware
Installation and configuration XP, 2000, NT, 98, vista, 7, 8 and 10 operating systems
Installed and troubleshoot local area network system, software and simple tools (dns, dhcp, ping…)
Router firewall configuration
Device Deployment, Repair, Maintenance computer and peripheral devices
Installed, moved, and upgraded information systems hardware, software and peripherals, communication equipment and other office technology devices.
Equipment (e.g. copiers, phones, fax machines, etc.) and maintained a thorough knowledge of same.
VOLUNTEER:
Saint Camillus Church: Silver Spring md (7 months like IT Support May 2015- December 2015)
Monitored LAN/WAN and device activities utilizing Cisco Works, SNMP, HP Open View.
Implement approved network changes in accordance with applicable procedures.
Manage and support LAN and WAN network devices: Cisco Catalyst 3550, 3560, 3750, 4500, 6509 and 6513 switches; VLAN configuration, 802.1q and ISL trucking, Ether Channel, and Spanning-Tree protocol.
. Knowledge of Firewalls, Routers and Switches
Router firewall configuration
24/7 on call support provided on a bi-weekly rotational basis.
Develop standard operating procedure (SOP) documentation
Electronic Business Computer Store: Greenbelt MD January 2011- April 2015
(Help Desk Support Technician)
Setting computer rooms
Assigned device to students
Troubleshooting at Tier 1, 2 and sometime 3 issues
Helped in software and operating system installation
Contacted Internet Service Provider as needed for quality of service.
Experience Using Active Directory (manager user account reset user password and created group…).
Provided helpdesk support to over 500 users that consisted of resolving all network and desktop support related issues (on Windows workstations) in multiple building locations in North West DC across multiple subnets, providing end user desktop and application support, and supporting users with devices (Phones and tablets) and Blackberries. These Issues were received through both a ticketing system (Remedy) and user phone calls to the helpdesk.
Device Deployment, Repair, Maintenance computer and peripheral devices
Learn to manage the PCs, routers and switches.
To learn about the troubleshooting problems of computer hardware devices.
To learn about the network processing.
Installation and configuration XP, 2000, NT, 98, Linux, vista, 7, 8 and 10 operating systems.
Responsible for computer assembling.
Microsoft office (2003, 2007, 2010 and 365), outlook and VPN.
Basic skills on MAC OS computer(OS X 10.9)
Use remote control access and support (Team viewer, Chrome Remote Desktop…).
SMARTECH DC Metro Area (MD, VA, DC) February 2007 – October 2010
IT Field Technician (Dell driving tech)
Resolved IT related issues in a timely manner and implemented enterprise project deliverables at a basic to intermediate technical level, ATM field technician.
Provided installation, configuration and maintenance of particular equipment to ensure customer satisfaction.
Supported non-PC hardware such as printers, servers, network equipment and hand held technologies.
maintained other office equipment such as telephone systems, duplicators and fax machines. Coordinated with multiple vendors, departments and field staff to identify technical requirements.
Installed and troubleshot hardware, software and networking problems, printer (HP, Brother, Dell, Lexmark, Xerox
Setup and configured Windows xp, vista, 7 operating systems.
• Effectively perform troubleshooting and system upgrade tasks
• Replace parts and perform computer repairs on office as well as remote locations
• Configure and install new Microsoft and Macintosh systems
• Troubleshoot and resolve desktop support issues
• Maintain the up to date operating procedures inside the IT department
Educated customers on the use and device characteristic of operating systems and applications.
Installed and troubleshoot network cabling base, local area network system and software.
TECHNICAL SKILLS:
LAN: Ethernet, Fast Ethernet, Gigabit, 802.1q
Protocols: IP, TCP, UDP; encapsulation protocols ( PPP and HDLC)
Equipment: Cisco Routers 2800, 3550, 3560, Cisco Catalyst 3500 switch
Operating System: Windows XP, 2000, NT, 98, Linux,vista,7, 8 and 10
Network Management Tools: Cisco Works.
Upgraded, configured, and installed Cisco routers
Upgraded Cisco routers and switches IOS using TFTP
Configuring Cisco Switches (6513) & troubleshooting.
Work with open-source terminal emulation (PUTTY), Packet Tracer.
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