Service Field

Christopher Tyler

** ***** ****, *********, ** **045

603-***-****, **********@*****.***

CERTIFICATIONS

Barrister Global Services Network

**** *+ Hardware Certification

**** ********* ******** Certification,

2012 Hardware Core Certification

DELL Certified - DCSE Associate, DELL Certified Systems Expert - Desktop & Laptops 2003, 2010, renewed December 2010

IBM Certified - Desktop and Lenovo Laptop 2004

Microsoft Certified - Microsoft Online Class Assessment Comp & Microsoft Office 97-2000 Training and Certification July 94-95

HP Printer Certified

Panasonic Notebook Certified

Technical Skills

Remote Connect user Software LogMeIn and Radmin

Ubuntu Install on Shard Windows Partition

Ipad Management and Configuration

iPhone Management and Configuration

Android Phone backup and reinstall/imaging

Android Tablet Backup and Reinstall Imaging

Virtual Box/VMWare

Data Recovery, Forensics

Data Imaging, Ghost, Casper, Drive-clone.

Partition Magic, O&O Partition manager

SUMMARY

Over 7 Years of Hands-on IT Experience

Skilled in System Building and Field Service

Managed Multiple Windows & Network Installations

Developed Time-saving Instructions for Clients

Expense Control/Cost Reduction

Effective Customer Problem Solving

Skillful Communications

Efficient Troubleshooting Skills

POS and Server Builds and Management

Self-Motivated

TECHNICAL PROFICIENCIES

OS SOFTWARE: Windows 7; basic through ultimate, Windows 2003 Small Business Server, Windows XP Pro, Linux: Ubuntu, RedHat.

DESKTOP SOFTWARE: Aldelo POS, Microsoft RMS, Microsoft POS, Cash Register Express 11.0, MS Office 03/07/10/365, Small Business Accounting, PC Charge Software Credit Access Gateway, Open Office, Salon Iris, Pet 123, Log Me In, Hamachi, Reach, Microsoft Map Point, Streets and Maps.

DATABASES: Microsoft SQL, MSDE 2005, Access Database on Next POS. And REMEDY Call tracking software.

DATA RECOVERY SOFTWARE: Spin right, Desktop Forensics, Other Proprietary Software.

LANGUAGES: Microsoft HTML 2003, XML Desktop Pro, Web Pro Page Creator, Windows XP pro and Vista for end users online training program.

CAREER ACHIEVEMENTS

Owner of Computer Doc, responsible for increasing sales each year, building a business with no debt in a recessionary economy, while maintaining the highest quality standards to guarantee customer satisfaction.

While at Qualxserv, expanded my base of knowledge to include consumer and professional electronic systems; developed installation procedures and checklists that provided up-sell opportunities prior to system installation. This dramatically reduced callbacks, saving the company costs.

Over a one year period at IT Guardian, earned positions of increased responsibility of road tech responsibility, culminating with the title of service tech. Implemented cost efficiencies while delivering superior customer service.

Recognition at Barrister Global Services for customer-focused service. My duties were expanded to include PC Laptops and desktops, Commercial HP Printer Service, expanding the company’s serviceability.

Take pride in customer service skills. Developed a customer education process focused on building skill levels, while earning their trust for future sales.

While working at Assured Computing, established a quick grasp of a variety of hardware and software systems led to being recognized as the “go-to” person for solving difficult repairs and customer issues.

PROFESSIONAL EXPERIENCE

Sullivan and Cogliano/Compucom:

Burndy/Hubbell Manchester NH August 2015 to Present

Desktop management and configuration analyst Service Level II

Providing support for laptops, cell phones, tablets, desktops. Support on windows 7 OS on their companywide windows 2008 server domain. Provided data to data exchange support and upgrades and changeovers and refreshes. Administer users to Active Directory and introduce them to the domain and manage the group environment. Email support included for all end users with archive files and personal folders. Hardware swap out and loaner previsions for users that need to continue with the current job while their own machine is under repair. Antivirus support from MacAfee and Malwarebytes for the scanning of the local device. Manage the location of time sensitive material to a secured site for the review of upper management. Practice material

Cleanliness to the environment and recycle kindly where the proper products must go.

Realogy Group/ Coldwell banker. Jan 2014 to May2015

Field Service Provider Desktop Support

Provide support on hardware devices and remote locations for all the agents that use the

realogy network which is private to the service of the Realogy group. Switch support, Laptop support

Tablet and phone support. Ticket bucket requirements for the company that are checked each morning

And see if there are any customers in need of service. Most field service is throughout Maine and

New Hampshire supporting the end users with questions on connectivity and communication devices

I-phones, tablets, android phones, with email, network connecting and laptops and desktops. Customers that are serviced, work with the consumer to sell and purchase a home through the sites that place them for the current market on their devices. I have to help them maintain their current connections to a network to receive there

Email, mls updates, and correspondence with their coworkers and their customers.

WorldWide Tech Services, Tewksbury MA

Field Service Provider Feb 2013 to Dec 2013

Area Field Service Provider in New Hampshire; for the customers of Dell, LG, Sony, IBM Lenovo, and many others.

Working with customers to resolve their hardware and software issues to keep their business or personal computing running and functioning without downtime.

Supported end users with hardware repairs that required full dismantle of laptop or desktop systems. Replacing power supplies, mother boards, hard drives, screens on Dell and Panasonic Laptops.

Managed web based interface call manager and incoming ticket system for customers needing service.

Online training and testing provided by the Company to continue learning new products by Dell, Sony, Samsung, Lenovo and any other warranty product that they service.

Parts pickup and delivery is managed by each call in the work order and given a shipping number to be picked up specifically with an assigned number on the box at a set FedEx location by the repair team.

Once parts are picked up the call is then run with the parts to the location of onsite service where the repair is done. The product is then dismantled and new parts placed in and then unit is retested for working satisfaction.

The call is closed through the online web interface ticketing system by entering the time and mileage which then you receive a done remark at the end where you can go to the next scheduled call.

Parts are then returned with an affix able return label placed on the box that the vendor sends out and can be either recycled or returned for core cost.

SMARTECH INC. Austin, TX

Hardware Replacement Specialist June 2012 to Nov 2012

Field service provider for the customers ‘equipment of Dell, EMC, 7-Eleven and many others.

These customers provide main stream service for the working community private and commercial sector.

The private sector including many small B2B companies and on-site support for residential consumers and commercial business alike that need hardware service next business day.

Classes attended at several prominent companies in locations and update to the latest technology to quickly service the end user or customer to avoid lengthy downtime.

Laptops, Desktops, Disk replacement on servers, and many other services.

BARRISTER GLOBAL SERVICES NETWORK, Hammond, LA

HP Repair and Service Technician 2009 to 2010

Service Provider for HP, DELL and many other vendors for residential and commercial customers for in- and out-of- warranty products.

Handled customer education of how to use and how to know when service is necessary of their product.

Made customers at ease of knowing there product will be back up and running at a timely manner.

Parts shipping success usually the next two business day for In-Stock delivery to ensure their up-time.

COMPUTER DOC, Goffstown, NH Nov 2008 – 2009

Owner

Responsible for building, installing, and servicing laptops and server systems for a variety of companies to cover a wide range of budgets, yet meets customer requirements.

The construction from scratch of a desktop machine. Gathering a parts list for the customer. Building a quote for pricing of the machine.

Contracted for other vendors, either through Barrister or Insight Technology that would have me on-site for them working on their desktops/server to either be dismantled and or setting up a new one and cabling them to a switch then adding them to the windows 2003 server in the active directory. IP address reset and re-add to user accounts to the domain on a laptop remotely VPN or direct through the cable provider at home end worker.

WTS/QUALXSERV/CIRCUIT CITY, Manchester, NH

Home Theater Installer Sept 2007 – Nov 2008

Service Installation Technician: Contracted to Circuit City, our group handled installation for a variety of flat panel TV’s and home theater equipment.

My eagerness to learn expanded my duties to Group Leader, adding troubleshooting and customer education, and problem resolution skills.

Insured that ancillary parts and components were compatible with the primary product ordered.

Developed several troubleshooting skills for all techs to use, which pinpointed problems quickly.

Both resulted in dramatically reduced callbacks, saving the company money.

ASSURED COMPUTING, Bedford, NH

Desktop Support Analyst Aug 2006 –Sept 2007

Technical Support, promoted to Senior System Builder: Responsible for providing computer technical support to retail and restaurant businesses.

Shortly after joining the company, in addition to providing technical support, I was promoted to Senior System Builder.

Added users to the local server domain by using name look-up button tool and looking up their names and adding them into the pool. Then updating the server to 2003machine hardware with new ram.

Responsible for the complete integration of Windows-based and company-specific software on new and existing client PC’s and Servers.

Services included adding secure VPN’s, installing call tracking and logging software; and service contracts that included full PC desktop and laptop maintenance, repair, and upgrades; earned the neat system builder role as the tech for solving particularly difficult problems.

IT GUARDIAN, Bow, NH

Field Service Technician Dec 2004 – Aug 2006

Responsible for providing field service for both business and residential customers owning IBM and Dell Pc’s throughout New Hampshire.

Insured service provider. Developed processes that improved efficiency among co-workers and created a customer routing schedule that generated significant savings in travel expenses within the first 6 months of implementation.

EDUCATION

New England Technical College, Warwick, RI - Associate in Applied Science (Electronic Engineering Technology)

References Available Upon Request

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