Customer Service Desktop Support

Location:

Snellville, GA

Posted:

January 17, 2018

Contact this candidate

Resume:

Maxwell Tossoukpe

**** *** *** ********* *********-Dorion JV7 8Y3

Montreal- Quebec

514-***-**** *********@*****.***

Or/

Maxwell Tossoukpe (Max)

**** ********* ***, **********, ** 30039

Cell: 762-***-**** . *********@*****.***

To obtain a specialist support position in an IT company and apply my technical and customer service skills in providing prompt services to clients for their hardware and software needs.

Core Competencies:

• Maintain ongoing support of PC/Mac and AV technology in the environment.

• Support technology for staff and administration settings.

• Responsible for monitoring and maintaining the computer systems and networks. Install and configure computer systems, diagnose hardware and software defects, solve technical and application problems, and ensure all processes are compliant with legal, regulatory, and company technology standards., User account management, email systems, and internet access.

Experience

• Support, desktop and functional-based hardware, software and applications.

• Secures system by developing system access, monitoring, control, and evaluation.

• Upgrade system by conferring with vendors and services; developing, testing, evaluation, and installing enhancements and new software.

• Follow and document standards and best practices.

• Support asset management best practices.

• Maintain up to date skill set.

• Basic network troubleshooting.

• Facilitate parts replacement.

• Maintaining proper inventory controls and equipment transfer.

• Deploy new and re-deployable systems.

• Teammate software download and installation for audit management system for Georgia Perimeter College.

• Roll out hardware and software to ensure optimal deployment of resources

• Assist with implementation of and testing for disaster recovery policies and procedures.

More than three years of professional experience in Help Desk and Technical Support

Extensive knowledge of the methodology and techniques of data processing

In-depth knowledge of using and troubleshooting peripheral computer equipment

Possess considerable knowledge of internet protocols like SMTP, DNS, HTTP and SSH

Excellent knowledge of troubleshooting computer hardware, software, and wireless network

Comprehensive knowledge of operating Windows 2003 / 2008 Directory Services

• Support, desktop and functional-based hardware, software and applications.

• Secures system by developing system access, monitoring, control, and evaluation.

• Upgrade system by conferring with vendors and services; developing, testing, evaluation, and installing enhancements and new software.

• Follow and document standards and best practices.

• Support asset management best practices.

• Maintain up to date skill set.

• Basic network troubleshooting.

• Facilitate parts replacement.

• Maintaining proper inventory controls and equipment transfer.

• Deploy new and re-deployable systems.

• Teammate software download and installation for audit management system for Georgia Perimeter College.

3. Education

Master Degree in Business Administration/ Specialization in Computer and Information Security, Northcentral University (2016-19)

Bachelor of Science: Business in Leadership, June 2014, Wesleyan University, Bartlesville, Okla.

Georgia Perimeter College, Office of Information Technology, Decatur GA

Technology Support Specialist Start Date 2007 to Date 28th April 2017

5. Qualifications or Skills

The Desktop Support Technician is to provide general maintenance and troubleshooting support to ensure high-quality service and resolution of campus telecommunications and computer system technical problems. As a Desktop Support Technician's whose primary responsibility is to provide timely PC level support resulting in user satisfaction. The Technician reports to the Senior Systems Administrator.

Terminate, splice, troubleshoot, and certify all Ethernet and phone hardware.

Troubleshoot computer hardware, software, printing and minor network problems for multiple computer platforms and campus phone system.

Assuring the highest levels of availability for all monitored applications and products including general site availability.

Assessing and troubleshooting errors, matching incidents against known problems and errors, then providing a solution or workaround.

Escalating events to support areas and IT management based on set thresholds, and monitoring the progress of increased incidents.

Creating and updating games accordingly within the ticket tracking system with the particular incident and resolution information.

Notifying appropriate personnel and customers (internal and external) upon issue resolution

Categorizing events correctly and assessing/negotiating the urgency and impact of a reported or discovered incident.

Build and maintain repair or schedule service for desktop PCs and laptops with applications installed. Create user accounts. Setup phones and communication devices, including Droid, iOS, and Windows XP, 7, 8.8.1, Enterprise and windows ten as well as Apple computers

Install hardware and software upgrades, manage user accounts, maintain the backup system, and assist with network and server changes and updates.

Teach end users how to connect to applications and train them on basic application usages, such as Outlook, Excel or Word. To assist new hires with logging in and obtaining appropriate access.

Update documentation to record new equipment installed, new sites, and changes to computer configurations. Maintain an inventory of laptops, workstations, servers, and network hardware.

Work on projects associated with Desktop Support related tasks (i.e., monthly reports, burning customer DVDs, rolling out OS/software upgrades, new products, office moves, etc.)

Identify risks to the organization within the department and discuss risk reduction options with the immediate supervisor.

Knowledge, Skills, and Abilities:

• Windows 7 / 10

•Symantec Endpoint Protection

•Knowledge of Altiris dataBase

•Remote control application

• SCCM / MDT

•Microsoft Azure – Velostrata for cloud

•And Effective Azure Migration

References

1.Cynthia Hillary-Jackson Lead at The Office of Information Technology

Gsu.edu- Perimeter College