Customer Service Desktop Support

BARRY SCHECHTER

Waukegan, IL 847-***-****

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

SUMMARY

Client Services Desktop Support professional with significant progressive experience providing exemplary technical and customer support in a dynamic, Fortune 100 environment. Demonstrated ability to multi-task, prioritize and troubleshoot complex hardware and software problems. Key strengths include supervising, communication skills and overall business-driven customer service focus. Microsoft Certified Professional

TECHNICAL SKILLS

Hardware: Lenovo, Dell, HP

Ticket Systems: Heat, HP Service Now, USD, Expert Advisor

Connectivity: VPN, Citrix, Edge Client, Juniper Client, Checkpoint

Mobile Devices: IPhone, IPad, Android, Blackberry, iOS

Operating System: Windows 8, Windows 7, Windows XP

Software: MS Office Suite, Access, SharePoint, Skype, Lync, Pidgin, SCCM, VM Ware, Remote Control Desktop, Active Directory, AS400

PROFESSIONAL EXPERIENCE

Southwire Waukegan, IL Oct 2015 – Present

Contract to support the Pleasant Prairie and two Waukegan locations as well as corporate users in other states and remote workers.

Receive, Inventory, Image, transfer data and deploy desktops and laptops.

Utilize Heat ticket system to track incidents.

Utilize AS400 and AD to set permissions and passwords.

Allstate Insurance Inc., Northbrook, IL 1999 - 2015

Desktop Support Level 3 2003 – 2015

Responsible for responding to complex/3rd Level Microsoft O/S and MS Office hardware and software related tickets supporting 2,000 users.

Consistently exceeds quality and productivity Service Level Agreement standards

Responsible for teaching and mentoring other technicians

Involved in planning and implementing enterprise support procedures

Managed 3 contractors during Windows 7 PC rollout; contributed to process design and identified and implemented improvements to the rollout process

Effectively troubleshoots hardware, software and operating system issues

Installs Windows 7 and repairs Windows PC’s

Supports Remote Connectivity (Global VPN)

Supports Personal Data Assistant devices i.e. iOS, Android, Blackberry

Senior Help Desk Support Service Specialist: Life Mobile Office 1999 - 2003

Responsible for the remote agent experience from hardware to software initiated in the NBHO_LMO AHD ticket queue.

Troubleshot hardware, Operating System, vendor software and industry software

Installed vendor software and created packages using batch files

Maintained laptop images for Mobile Office, Production Server availability and CD library of system images and vendor software

Created disk images with Power Quest’s Drive Image Pro

Level One Help Desk Support: Enterprise Help Center 1999

EDUCATION: B.S. Accounting, minor in Management Information Systems, DePaul University, Chicago, IL; Golden Key International Honor Society

Microsoft Certified Professional, A+ Certification

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