Customer Service Support

Summary of Qualifications:

**+ years of Hardware and Software Support.

20+ years of Customer Service Support.

Troubleshoot Windows 95 to 10 and Apple OS issues.

Multiple devices Windows, Apple and Chromebook Laptops, Desktops, Tablets and Phones.

Resolved professional and educational software issues including MS Office Suites, Citrix, and Apple.

Troubleshoot general networking issues.

General Active Directory tasks restoring users, password resets, computer resets.

Creating end user instructional materials and one-on-one training.

Repair and support deskjets, laserjets and multifunctional printers like HP, Toshiba, Ricoh and Xerox.

Maintain support for over 5,000 devices as field technician.

Call-Center Service Desk using Remote access programs

Professional Experience:

Insight Global Affinion-Connexions Loyalty Inc. Glen Allen VA July-Current

Desktop Support Technician

Centralized site support for incoming queries and issues related to computer systems, software, hardware and networking.

Assisted in site deployment of refresh initiative for new laptops, desktops, VOIP phones, and imaging process.

Train computer users on general access to online services, email and software access.

Respond to user’s service request through email, phone, in person, or through district wide ticketing system.

Walk through problem-solving process quickly to resolve issues in a timely manner.

Install, modify, and repair computer hardware and software.

Run diagnostic tools, update programs, drivers, and run virus or malware programs to resolve problems.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Follow up with users to ensure issues have been resolved satisfactory and if there is a need for additional support.

Robert Half Inc. Richmond Public Schools Richmond VA October 2015-March 2017

Help Desk Support Technician (Call Center Service Desk)

First line contact for desktop, software, and online technology issues through phone, email, or remote access.

Analyze and resolve specific technical issues based on the information received.

Support Windows 98 to Windows 10 and Macintosh/Apple platforms from 9.0 to current OS 10.

Advised users how to work through issues either over the phone, remotely, through training materials or email.

Research and Investigate trouble shooting techniques for knowledge based documentation purposes.

Escalate software, hardware, and network issues to site technicians if issues cannot be resolved over the phone or remotely.

Maintain documentation in ticket reporting system.

Creation of several Standards of Operation Procedure documentation and “how to” instructional policies.

Contact customers for follow-ups and updates to maintain proper customer service practices.

Louisa Public County Schools Louisa VA September 2013-August 2015

Louisa County High School Technician

First-line technical support for all level of end users either remotely or on-site.

Supported Dell, HP, Lenovo, Apple laptops, desktops, tablets, and smart phones including BYOD.

Create main system image then deployment process through ghosting, cloning, or Windows deployment.

Maintain technical request within an online work order system Schooldude and Zenworks.

Configure and troubleshoot internet connectivity issues.

Setup end user business phone VOIP/network phone systems.

Troubleshoot issues with projectors, Smart Board and Active Board and printers.

Basic knowledge with Active Directory creating OU accounts, groups, setting up printers for groups, and basic policy.

Troubleshooting issues with Microsoft Office, Adobe, Google docs

Successful completion of CompTIA A+ certification.

Henrico County Schools, Henrico VA November 2010-August 2013

Technology Service Technician II

Daily operations of running a Help Desk Support office as a first-line of desktop support for a middle school.

Oversee school wide distribution of student laptops in accordance with one to one initiative.

Worked closely with students, staff, and administration including instructional and training.

Responsible for trouble shooting hardware and software issues quickly and efficiently.

Installation of educational software on individual workstations.

When necessary, retrieve and backup student and staff data.

Configure and troubleshoot internet connectivity issues.

Monitor, document, and process unauthorized use of equipment and network resources.

Engage in preventative measures such as identifying computer viruses and malware.

Maintain support for network and local printers.

Alamance Burlington School System, Burlington NC September 2005-October 2010

Computer Technician II

3 years hardware and software Apple Certified.

Hardware support for Dell, IBM/Lenovo and Apple desktops and laptops.

Resolve operational issues with Adobe, MS Office, Macintosh Applications, and curriculum software.

Maintain support for business and specialized curriculum labs, CTE, Life Skills, BC21 and other specialized software.

Troubleshoot network issues assign and setup IP addresses for printers, labs, and computers.

Oversee imaging, assignment/collection, and support for staff laptops.

Specialized equipment like Toshiba Multipurpose network printers, SmartBoards and Activboards.

Spear-headed projects involving warranty issues thereby saving the school system thousands of dollars in replacement cost.

Prime Resources Personnel, Burlington NC March 2005-September 2005

Processing Clerk, Office Support Temporary Contract

Process permits for soil and water evaluations under state and county building codes.

Maintain database for licensing and certification permits under supervision of environment engineers.

Office support for department manager, surveying engineers and supervisor.

Chapel Hill Carrboro City Schools, Chapel Hill NC August 2000-December 2004

Computer Technician I

Assisted Technology Specialist in day to day support of staff and student desktops and laptops.

Diagnosis and troubleshoot hardware and software issues.

Implementation and resolution of state-wide student database system NCWISE

Contribute to developing end user training for software, hardware and preventative practices.

Citrix Client/Connect 2 School remote access to district software and data resources

General troubleshooting knowledge of Windows 98, 2K, XP and OS 9-OX10.

Diagnosis basic networking and printer problems.

Education and Technical Training:

Alamance Community College Information Technology 2006-2008

University of North Carolina-Chapel Hill Anthropology/Archaeology 1993-1995

Durham Technical Community College College Transfer Program 1989-1993

HDI Customer Service Representative Certified May 2016

CompTIA A+ Certified October 2014-November 2017

Board Member for North Carolina Educational Technicians 2008-2010

4-years Apple Certified Hardware and Software Technician 2006-2008

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