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***** ****** ***, ***********, ** ***** • Cell: 760-***-**** • ac3ew8@r.postjobfree.com

Professional Summary

Detail-oriented Computer Technician with 12 years of high-quality technical service experience in a

large corporate environment for internal and external clients ranging from executives to end-users.

Looking to provide exceptional customer service troubleshooting and repairing a full range of desktop,

laptop, multifunction printers, Microsoft Office products, Cell Phones and Remote Support Tools.

Talented Computer Technician seeking an IT position supporting end users with exceptional customer

service. Systems Administrator with over 12 years providing technical solutions through high-quality

service and support. Seeking position in a challenging and rewarding tech environment where I can

expand upon my existing skill base while contributing to a lively IT team.

Skills

IT security best practices Servers

Scalable systems Microsoft Exchange 2013

Interpersonal skills Windows Server2008

Working with shifting priorities Windows 7

Managing multiple projects simultaneously Windows 10

Team player Microsoft Outlook 2013

Documentation Active Directory

Large computer networks

Work History

Technical Support Supervisor, 11/2005 to Current

General Atomics – San Diego, CA

Installed software, modified and repaired hardware and resolved technical issues.

Used ticketing systems to manage and process actions taken.

Provided on-call support for critical issues.

Researched, troubleshot and resolved complex problems independently.

Reviewed technical documentation and procedures.

Managed customers' expectations and experience to a high degree of customer satisfaction.

Enthusiastically participated in job related training.

Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and

Mac systems.

Demonstrated professionalism and courtesy with customers at all times.

Identified and solved technical issues with a variety of diagnostic tools.

Followed up with clients to ensure optimal customer satisfaction.

Conducted research to address customer concerns.

Remained up-to-date on the latest technologies and solutions applicable to company products.

Worked closely with team members to meet or exceed all customer service requirements.

Answered telephone calls promptly and minimized delays that could lead to abandoned calls.

Defined and documented technical best practices.

Set up PC and Apple desktops and laptops and all types of mobile devices.

Managed call flow and responded to technical support needs of customers.

Resolved customer issues in a clear, courteous and straightforward manner.

Created cases and claims for damaged, lost or displaced packages.

18 years of technical support experience.

Education

Associate of Science: Computer Science, 1989

FTCC - Fayetteville, NC

High School Diploma: 1983

Douglas Byrd - Fayetteville, NC

Certifications

Microsoft Certified Systems Administrator

Microsoft Certified Professional

CompTia A+ Certified

CompTia Network+ Certified

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