Help Desk Microsoft Office

Jesse LaFrancis

**** **** *** *** *, Killeen, TX 76543 254-***-****

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

Technologically proficient individual searching for position to utilize many years of comprehensive Customer

Service experience and computer trouble shooting skills.

23 years of Customer Service Experience in a Call Center Environment

23 years of computer Hardware and Software trouble shooting experience

17 years of Wired and Wireless networking experience

EXPERIENCE:

9/2013-06/2017 McLane Company Inc

Responsibilities included responding pond to requests for technical assistance from internal and

external customers via phone and email. The Help Desk also resets external and internal user

password following password reset policies. The Help Desk is also responsible for diagnosing and

resolving hardware and software problems with windows 7 and 10 based pcs, Apple computers,

Apple IPads, and Apple IPhones. The Help Desk is also responsible for resolving wired and

wireless connectivity issue. The Help Desk also resolve issues with Internet Explorer, Google

Chrome, and Safari web browsers. The Help Desk logs all interactions with internal and external

customers and escalates issues to other support teams as needed,

12/2011-09//2013 The Home Depot ATC, Austin, TX

Working as Associate System Operations Specialist responsibilities include taking incoming

helpdesk calls from all 2000 plus Home Depot stores. . We support all hardware, software, and

point of sale issues such as cash registers, personal computers, laptops, first phones which are

handheld inventory management systems as well as being used as cell phones and can be used as a

point of sale system. We also support all the printers in the store such as laser printers, label

printers, and register printers. We are also responsible for trouble shooting wired and wireless

network issues in the store. Another responsibility is to troubleshoot point of sale transaction

issues. Another responsibility as an Associate System Operations is to log all interactions with

internal and external customers and escalates issues to other support teams as needed.

02/2011-12/2011 Business Control Systems, Austin, TX

Working as contractor responsibilities include taking incoming helpdesk calls from all 2000 plus

Home Depot stores. . We support all hardware, software, and point of sale issues such as cash

registers, personal computers, laptops, first phones which are handheld inventory management

systems as well as being used as cell phones and can be used as a point of sale system. We also

support all the printers in the store such as laser printers, label printers, and register printers. We

are also responsible for trouble shooting wired and wireless network issues in the store. Another

responsibility is to troubleshoot point of sale transaction issues. Another responsibility as a

Contractor is to log all interactions with internal and external customers and escalates issues to

other support teams as needed.

02/2001-09/2010 Dell Computer Corporation, Round Rock, TX

Responsibilities include: Taking incoming calls as well as calls transferred to the queue

by other teams to provide start to finish technical support helping customers resolve hardware,

software, as well as wired and wireless network problems with their portable systems, desktop

systems, and workstations. If a hardware problem is found to be the cause then either setup an onsite

service if needed to solve the customers issue or send the customer the parts to solve their issue. The

Pro Support Technician also answered any technical question the customer may have about their

system. The Pro Support Technician is responsible for logging all interactions with customers and

escalates issues to other support teams as needed. Another responsibility was to sell them extended

service agreements and upgrades to their Systems as needed. I was responsible to handle each case

from start to completion to ensure customer satisfaction

Jesse LaFrancis

4505 Hunt Cir Apt C, Killeen, TX 76543 254-***-****

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

EDUCATION

8/1992-5/1993 University of Mary Hardin-Baylor, Belton, TX

Major: Computer Science

Minor: Business

8/1991-5/1992 Castleton State College, Castleton, VT

Major: Computer Science

Minor: Business

8/1988-5/1990 Champlain College, Burlington, VT

Major: Computer Information Systems

Acquired: Associates in Science Degree

Graduated: Cum Laude

9/1982-6-1988 Mill River Union High School, N Clarendon, VT

Acquired: High School Diploma

SOFTWARE

KNOWLEDGE: Microsoft Office (excel, word, outlook), Internet explorer all versions, Google Chrome,

Safari, and many other software applications.

OPERATING

SYSTEMS Windows XP, Windows 7, Windows 10. I have the ability to diagnose and solve

many problems that occur with these operating systems

HARDWARE

KNOWLEDGE: I can diagnose and solve most computer hardware problems as well as printers, mobile devices

using my strong analytical troubleshooting skills and replace the faulty component(s) as

required to resolve the hardware failure.. I have also designed and built many custom systems

NETWORKING

KNOWLEDGE I have strong ability configuring and troubleshooting both wired and wireless networks.

CERTIFICATIONS: Comptia A+ Computer Hardware and Software

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