Microsoft Office Customer Service
Resume:
W. Mark Dyson
Hickory, North Carolina 28601
****.*********@*****.***
Objective
To obtain a meaningful and challenging position that enables me to learn the Information Technology field and allows for advancement.
Profile
• 16 years of customer service experience
• 15 years PC troubleshooting experience
• 10 years supervisory experience
Skills
• Highly effective in providing technical support in hardware and software issues including diagnosis and troubleshooting, installation and upgrading.
• Thorough understanding of providing preventative maintenance on hardware.
• Knowledgeable of hardware and software support for Macintosh and Windows Operating Systems XP, 7, and 8. Android and iOS handheld operating systems installation support
• Able to quickly learn, adjust, and migrate to new hardware and software. Education
Associate in Computer Graphics 1997
International Fine Arts College – Miami, FL
Apple Desktop Technician Certification 2013
Experience
Forbes Printing - Prepress / IT 8/2016 - current
Intake of all digital files for printing/production - Verify the file’s mechanical specifications against the sales write up of the job, report any descrepencies. Self-Employed - Dtek Solutions 2/2015 -6/2016
Computer Repair (Laptop, Desktop, Home Networking, Security Installs) Apple handheld repairs (iPhones, iPads)
Career Match Solutions
NC Department of Public Safety (Contract)
Networking Technician II
6/2014 – 1/2015
• Load image and create/manage/change configurations of client profiles on computing device using Windows Operating Systems (Windows 7). Add client devices to a domain and resolve issues that may occur because of changes to the clients’ computing environment
• Manage multiple client (Active Directory) profiles on a single computing device
• Adding and deleting hardware from the asset management website
• Protect user data and user profiles so as to ensure that any action taken will not prevent the user from completing their tasks/assignments/using the computing device
• Install, configure and support Microsoft Office and Microsoft Outlook
• Provide Windows 7 upgrade and migration support using User State Migration tools
• Provide troubleshooting assistance using Remedy Ticketing System at multiple facilities
• Provide support and troubleshoot Microsoft Office Suite and Microsoft Outlook Troubleshoot Network LAN hardware such as routers, switches, and access points
• Analyze, troubleshoot and assist with minor network problems in software applications
• Install, setup, and verify small and large network office printer functionality
• Assist with computer installation and operating system configuration in designated workstations.
• Provide Windows 7 upgrade and migration support using User State Migration tools.
• Provide support with Antivirus software updates and virus removal from PC workstations.
• Test, verify, and document previous technical problems and resolutions.
• Research and recommend replacement PC software, hardware and peripherals.
• Imaging Windows XP/7 machines.
• Process shipments using UPS WorldShip and FedEx Ship Manager Software.
• Print Bills of Lading using AS400.
• Track and verify customer’s receipt of packages. LanCom – (Temp) 7/2005
Desktop Technician / Macintosh Specialist
• Installed new Desktop PCs and software to customer’s specifications
• Field tech: On-site diagnosis & repair of Macintosh computers & printers
• Troubleshoot and repair Apple products – Warranty work for apple care
• Verified functionality of Desktop PCs system components and software functionality Finley Advertising 1998 - 2013
IT Technician / Creative Director / Macintosh Specialist
• Creative Director – Concept to final product. Managing, delegating tasks to complete multiple projects under tight time constrictions.
• Installing and maintaining a multiple OS Network
• Installing: printers, scanners, VOIP phone system, network switches and drops
• Remote desktop clients and essential network securities – planning & maintaining
• Verified functionality of Desktop PC system components and software functionality.
• Website creation and programming in multiple languages. (Java, PHP, HTML)
• Toshiba, Rioch – Copier, Scanner, Fax – Maintenance, Configuration, and repair. dtek diagnosis - IT support for multiple local businesses
• Assist and provide users with software support via phone and Remote Desktop Protocol.
• Manage, create, and provide assistance with permissions with user groups in Active Directory.
• Troubleshoot Network LAN hardware such as routers, switches, and access points.
• Analyze, troubleshoot and assist with minor network problems in software applications.
• Troubleshooting, analyzing and repairing problems of computer elements such as desktop computers, laptops, and various components and peripherals.
• Maintain small office laser printer functionality.• Network / LAN / WAN - Creation of Office Networks
Installation - Switches & Bridges Wired & Wireless. (Homes & Offices) P2P (point to point) wireless network installations (planning, antenna installation & testing)
•Security Camera Planning & Installation – Internet enabled and DVR Residential & Business; Wired & Wireless; Indoor & Outdoor – Integration
•Desktop & Laptop repair – diagnose and repair
•Tablet and handheld - configure / installation / repair
•Windows, UNIX & Mac Operating systems – installation/repair Software - drivers, os, & virus issues
•Networking – Planning, quoting, purchasing, installation of multiple networks. Integration of many existing and new technologies
References
Thomas Martin - Vice President
phone #s upon request
Randall Greene - Current Supervisor
phone #s upon request
Contact this candidate