Customer Service Desktop Support

CHARLIE W. GARCIA

**** * ********** ***, #* ***********@*****.***

Chicago, IL 60640 312-***-****

Summary

Enthusiastic IT Specialist professional with 5 year’s experience seeking a full time permanent position role with an opportunity of growth to benefit an IT Company with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Consistently recognized for strong leadership and high service levels impacting project successes. Works independently, driven by high standards and outstanding superior customer service to clients. Extremely dedicated individual who goes the extra mile and a hard worker!

Technical Skills and Qualifications

Hardware Skills: Hard Drives, RAM, Skilled in Operating Systems: Windows XP,Vista Processors, power supply units, video Windows 7/8/10, Mac OS, Aloha Radiant system, cards, and printers. Break/Fix Linux/Unix, Windows Servers Software Skills: BitLocker Encryption, Networking Skills: RJ45, SOHO, and wireless Excel, Power Point, Microsoft Word, routers and access points, switches, network Remote Access, VM Virtual Box, Team interface cards, network printers and Peripheral Viewer, ProDiscover, FTK, Office 365, set up, Firewall and VPN’s, Windows Domain outlook exchange, Jtrac, Goto remote, networking, Local area networking tiger paw, remedy, Facility Commander,

Aware, CMS (Control Management System), Certifications: CompTia A+, CompTia Network + PACs (Physical Access Control) and PIV class,

anti-virus software, Active Directory, group

policies, PeopleSoft, deltek, Oasis software

Work Experience

HSPD-12 Smartcard Engineer/Associate Sept 2013-Aug 2017 ICF (Contractor)- United States Environmental Protection Agency Chicago, IL

§ Configuring Outlook/Exchange email accounts on laptops and mobile devices, software installation upgrade and removal, and laptop/desktop reimaging.

§ Installation of Bit Locker in Windows 7/8/10 Operating systems and mobile devices

§ Full disk encryption and protect data by providing encryption for entire volumes using Bit Locker Feature

§ Provided desktop support to employees including password reset, wireless home, office network connectivity, windows, office related issues, network and local printer issues.

§ Administered all Desktop related functions including hardware and software set-up and configuration.

§ Microsoft / Windows 7, 8, and 10 platform support.

§ Supporting Mac IOS users as well.

§ Providing all aspects of operation and maintenance including hands-on desktop computer and peripheral support.

§ Provided 1st level phone and desktop support – Windows 7 and Office 365 Administration

§ Adding and removing access codes with description from the PACS application using facility commander

§ Monthly inspection involving troubleshooting card readers, controller boards, and power supplies

§ Providing Exceptional Customer Service during enrollment and badging of federal and nonfederal staff; assistance with the integration of the badge (EPASS) into physical access and computer access systems located in Chicago, IL.

§ Operate and maintain a desktop workstation and application with complex peripherals including fingerprint scanning devices, document scanning devices, photographic imaging systems and smartcard printers.

§ Provide in-person, email, and telephone customer support to the agency’s federal and nonfederal employees.

§ Conduct face-to-face software training sessions for end users in Chicago, IL, and other offices.

§ Product knowledge and expertise with PIV Enrollment and Card Management System (CMS) applications.

§ Desktop support for, Windows 7, 8 and 10 operating systems.

§ Implementation of logical access control system for all EPASS smart card federal government badges.

§ Pin resets, fingerprinting, photo capturing and enrollments for on-boarding candidates.

§ Providing person to person assistance filing personal documents to employee’s onboarding to the agency of US EPA.

§ Issuing Privileged User Cards (PUCs) and EPASS Badges to designated EPA personnel.

§ Controller Resets and Troubleshooting Card Readers in EPA Facility’s.

§ Entering Personal data into the application software

§ Providing selective restriction door access to EPA employees once approved from security specialist using the PACS(Physical Access Control) Application

§ Diagnose and resolving EPASS smartcard badge issues from card owners

§ Providing exceptional customer service to all federal and Non-federal employees of the US EPA

§ Monitoring smartcard (EPASS) Activity& Printing Reports Onsite Desktop Support (Contract) Aug 2013- Sept 2013 Partners in IT Inc- Wells Fargo Project

Chicago, IL

§ Peripheral set up

§ Network Printer Set up

§ Adding printers to all users in the network for wells fargo employees

§ Labeling and organization all cubic offices during setting up work stations.

§ Face to face Interaction with wells fargo employees in need for desktop support.

§ Basic hardware troubleshooting onsite.

§ Customer service & Onsite Desktop Support

Self Employed IT Technician Consultant Jan 2010-Sept 2013 Chicago, IL

§ Remote Support for end users (Goto Remote, Teamviewer)

§ Identifies, diagnosis, and resolves Level one problems for users of the network for personal computer software and hardware.

§ Delivers, tags, sets up, and assist in the configuration of end-user PC desktop hardware, software and peripherals.

§ Set up troubleshooting according to SLA.

§ Coordinates timely repair of PC computer equipment.

§ Installing, upgrading, troubleshooting and repairing personal computers in a network environment.

§ Mac OS X Repair, Installing, cleaning, and upgrading personal computers in a network environment.

§ Loading & unloading over 500 user laptops, desktops, scanners, phones (cisco) and fax machines between sites.

§ Set up/Configuration on PCs, monitors and peripherals.

§ Docking station setup in all working areas.

IT Tech Support April 2013-May2013

NCR Corporation

Chicago, IL

§ Break/Fix Hardware Components.

§ Configurations and Installations on aloha, radiant systems.

§ Assemble 9, 12, &16pin Serial Adapters, RJ45 Ethernet Wires.

§ Providing timely and accurate responses to customer questions and concerns.

§ Documenting all users’ identification information and nature of problem using tigerpaw software.

§ Installing Aloha Software’s on All Radiant Terminals.

§ Working With Aloha/ Radiant Systems (POS technology) Data Entry Technician/System Support Administrator Sept 2012-Feb 2013 Manpower Group (6 Month Contract)

Chicago, IL

§ Creating Accounts For New Hires Using Active Directory.

§ Create and Set up New Mail Box accounts in Exchange.

§ Workstation Setup (Desktop, Laptop, Monitors & Cross over Cisco Phones).

§ Software Installation, Migration, and Deployment for windows 7/10

§ Installation of all company software’s for (new hires) eFax press web client, CBC WEB, encompass software and ADP for new hires.

§ Flashing Cisco Phones, Creating Mailbox accounts on exchange for all new hires locally.

§ Adding New Hire employees to Distribution Groups Creating, Requesting, and Locating Additional Accounts (CBC, DU, Optimal Blue, Corelogic, and Sherlock).

§ Configuring HP Desktops & Laptops machines.

§ Shipping, Setting Up, and Finalizing Desktop or Laptop hardware.

§ Using Active Directory, resetting passwords.

§ Data Transferring of PST files in Outlook 2007-2010 for windows XP, Vista, & 7 operating systems.

§ Placing asset tags on equipment and recording on spreadsheets.

§ Documenting all new hire end users identification information and nature of problem.

§ Remote Support and local.

§ Organizing storage closet, checking and cleaning of work stations and peripherals.

§ New hire setups, receiving equipment orders, updating inventory. Education

Computer System Institute, Chicago, IL 2012-2013

Computer Networking Program Certificate

Kaplan University (Online), Chicago, IL Oct 2017-Present Bachelor of Science in Cybersecurity & Computer Forensics

(Courses Currently Active: Malware Forensics, Mobile Forensics, Virtual Machines, Data Recovery, Data spaces, Network Acquisitions, Image Acquisitions, Operating systems, investigations, and legal issues) Cybrary (Online), Chicago Oct 2017- Present

Computer & Hacking Forensics Certificate

References upon request

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