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Customer Service Technical Support

Location:
Clearwater, Florida, United States
Posted:
January 30, 2018

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Resume:

William C. Walker ac39kb@r.postjobfree.com

813-***-****

EDUCATION

ECPI College of Technology, Raleigh, NC

Associate in Applied Science (AAS) - Engineering Technology Certification: CompTIA Network+ class starts 12-11-2017 PROFESSIONAL EXPERIENCE

HCA Largo Medical Center (Volunteer IT&S Level 2 Technician) November- 2017

• Install, troubleshoots, and repairs computer systems, hardware, and computer peripherals

• Resolves internal user problems and ensures correct operation of enterprise systems

• Troubleshoot proprietary hardware for medical use

• Resetting entire system after an update on tracker systems

• Following HIPPA and OSHA protocols

• RMA devices for replacement of hardware

• Installing and repairing printers on an enterprises network HCA Hospital, FL, GA, SC

Deployment Field Tech (Contract with RSG) January 2015 – November 2017

• 15 years' experience in deploying computer equipment and removal.

• Installation of OS, and other applications, Office, Symantec, bit locker.

• Migration of End User data, and restoring user data.

• Strong customer service background.

• A+ certification or equivalent skill set.

• Hardware diagnostics of desktop/laptop systems.

Equity Residential, Tampa FL

Sr. IT Consultant (Contract with Veredus) November 2014 - December 2014

• Installed printers on local systems. Installed printers on enterprise network.

• Fixed computer software and drivers.

• Communicated with Dell Technical Support for warranty replacement parts.

• Utilized RDP and PC-anywhere to perform installation and troubleshooting steps remotely.

• Opened tickets for replacement system when out of warranty. Hillsborough County, Tampa FL

PC Administrator (Contract with Veredus) July 2014 - November 2014

• Installed Microsoft office applications 365, 2013 plus, 2007, 2003.

• Installed hardware, peripheral devices, and other telecommunication systems.

• Provided technical assistance to end-user using RDP. Set up appointments for imaging systems.

• Used Active Directory to set up new accounts along with Microsoft Exchange for email accounts.

• Utilized SCCM 2007/2012 to push software to systems on the network. Nielsen, Tampa, FL

IT Support Project - Migration (Contract with A3) May 2014 - July 2014

• Facilitated Operating System (OS) migration and installed Windows 7 on new systems

• Completed Windows OS and anti-virus updates, Ran Bit-locker on necessary hardware

• Utilized remote access to client PCs to collect licensed software

• Backed up data for new systems installation and minimized end user interruptions One Touch Direct, Tampa, FL

Help Desk/Level 1 Technical Support March 2013 - February 2014

• Provided first line technical support and customer service support to clients.

• Performed troubleshooting procedure on computer hardware and software. Such troubleshooting issues include network connectivity, freezing/slow performance, software installations, password resets, and adding email accounts.

• Utilized remote access to client PCs to resolve complex issues.

• Maintained network accounts through various ticketing systems and support channels.

• Provided incident support with focus on customer service using IT knowledge, technical expertise BB&T, Durham, NC

Desktop Support Technician (Apex Systems Contractor) September 2012 – February 2013

• Assisted staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.

• Trained and guided staff in hardware and software usage.

• Maintained access, data integrity and file system security for computing environment.

• Communicated with vendor support contacts to resolve technical issues with desktop computing equipment and software. Tracked inventory.

• Maintained and resolved issues on LAN/WAN, video systems and other computing equipment.

• Supported connectivity issues, over wireless and NIC, on domain or over VPN Kforce, Wilmington, NC

IT Consultant at Corning May 2012- July 2012

• Uploaded profiles and completed backup of all information on mainframe and/or network systems.

• Staged and setup new computer systems, added software as required to all computer stations. Retrieved profile from server once backup and image were completed.

Nielsen Holdings, Raleigh, NC June 2008 – November 2010 Field Data Technician

• Installed and maintained proprietary hardware and software devices used to collect television viewing data for ratings analysis.

• Managed a geographic assignment of households for data collection.

• Gave exemplary customer service to ensure a positive experience for targeted consumers.

• Implemented excellent organizational and time management skills to accommodate the required goals with minimal supervision.

• Provided support for Software Systems Aptitude and Networking. ASM, Raleigh, NC July 2006 – June 2008

Field Service Technician

• Performed onsite repair and installation of warranty and replacement parts for computers (laptops and/or desktops).

• Responsible for troubleshooting computer hardware for Dell and Gateway Products, and Windows Software.

• Starting the OS installation

• Gained Dell Systems Expert Certification for job requirements. AJLION, Durham, NC February 2004 – July 2006

Technical Support Specialist

• Developed functionality and maintained extensive working knowledge of software and computers for Pharmaceutical Sales Representatives.

• Utilized resources such as Active Directory, PCAnywhere and Lotus Notes for ticket tracking system, accessible knowledge base and sales support tools.

• Assisted clients with varied computer knowledge with hardware and software management.

• Consistently offered quality customer service. Handled technical support and troubleshooting for laptops, desktops, printers, fax machines, copiers, computer accessories and other hardware, and computer software. Responsible for Level-1/Escalated interaction with clients for problems/issues, customer retention, and follow-up. Technical Skills:

Skills: Deskside Support, troubleshooting internal functions, operations, maintenance, repair, system requirements, file storage, modifying settings, and adding PST file to new systems Software: Windows 7,8 and 10, Microsoft office 365, 2013 plus, 2010, 2007, 2003, Adobe Reader, Security software.



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