Customer Service Technical Support

Jason R. Nelson

Brooklyn, NY *****

*********@*****.*** 516-***-****

SUMMARY OF QUALIFICATIONS

Professional IT Technician with over 15 years of experience and expertise in desktop support, troubleshooting, and coding. Adept at solving complex problems and initiating creative solutions. Advanced networking ability in areas of pinging, TCP/IP, utilizing AD, assigning administrative rights, and remote support. Strong interpersonal skills fostering positive working relationships and collaboration with management at all levels. Customer service oriented with keen listening skills, exceptional follow up and accuracy resulting in end user satisfaction. Excellent written communication skills including attention to detail while creating daily reports, programming and corresponding within scope of work.

TECHNICAL/LANGUAGE SKILLS

Operating Systems: Windows 7, Windows 8, Windows 10, UNIX, Mac OSX (Leopard, Snow Leopard)

Languages: Visual Basic, Syncsort, C++, SQL, Oracle, Java, HTML, Python.

Applications: Quark Express, Microsoft Office (2013,2016), Adobe Pro, Allscripts, Dragon Medical

Hardware: Building and upgrading PC’s, installing RAM, hard drives, motherboards, Bloomberg Keyboards, KVM switches, Cisco phones.

Database: Oracle

PROFESSIONAL EXPERIENCE

Altice USA, Jericho, NY, Technical Support Representative 8/16 – 9/17

Take inbound calls to troubleshoot Optimum Online, Optimum Voice, and Cable customers who are using the supported software/hardware.

Provide the highest quality customer service guiding and educating customers through established troubleshooting procedures.

Document issues that customers have to be able to give the next rep an idea what issues in the past, the customer has had.

Provide training to new employees.

Northwell Health (Consultant), New Hyde Park, NY, Desktop/Laptop Technician 7/15 - 1/16

Backup and restore all end user data after upgrade from Windows XP to Windows 7.

Ensure all printer and drive mapping as well as configured Rx printers.

Support end users in person or remotely to install software/hardware and troubleshooting.

Image desktops and laptops when necessary.

Map network drives on both Windows 8 and Windows 10.

Reset user passwords utilizing Active Directory on Windows 10

RBC Bank (Consultant), New York, NY, Windows Migration Specialist 4/15 – 7/15

Migrated from Windows XP to Windows 7.

Mapped network drives/printers, reset passwords using Active Directory and added/removed user accounts.

Installed monitors, motherboards, video cards, and hard drives when needed.

Cablevision (Consultant), Bethpage, NY, Technical Support Specialist 9/14 – 4/15

Backed up/restored user files, Imaged PCs, loaded Windows 7 and all necessary applications for end users.

Resolved network issues with MAC OSX (Leopard, Snow Leopard).

Troubleshoot and replaced Dell and HP local and/or network printers.

Replaced motherboards, hard drives, and memory to PCs.

Configured Cisco phone proxy and access control.

Replenished toner cartridges and maintenance kits to local and network printers.

Collaborated with Dell to resolve complex hard drive and motherboard issues.

Montefiore Hospital (Consultant), Bronx, NY, PC Deployment Specialist 6/14 – 9/14

Led a team of 5 Techs for PC installs, upgrades, and support.

Conducted Site Surveys regarding existing programs and applications prior to deployment; utilized Microsoft SharePoint to compile online responses as well as compare end user functionality.

Provided tech support resolving any hardware or software issues after upgrade completion.

Citigroup (Consultant), New York, NY, PC Deployment Specialist 9/13 - 5/14

Upgraded hard drives and memories allowing support for Windows 7 installment.

Troubleshoot PCs and MACs, managed Active Directory password reset, and grant user privileges.

Ensured end users ability to navigate Windows 7 and additional applications installed such as Office 2010.

Lefrak Organization (Consultant), New York, NY, Service Desk Analyst 5/13 – 8/13

Responded to inbound calls from end users for PC, Printers, and network issues.

Supplied and configured mobile phones for end users.

Installed hard drives, memory, video cards, and software when needed.

Reset Passwords, and granted permissions to certain end users.

IST Management, New York, NY, Client Service Specialist 7/11 – 12/12

Supported various companies including Ralph Lauren, The Westin Hotel, and law firms.

Trained new Client Service Specialist in areas package processing, fabric exports/imports and inventory.

Generated daily automated report verifying inventory levels and reflecting tasks completed.

Monitored Service Center inventory ensuring supplies met customer demands.

Troubleshoot and maintained printers and copy machines.

Provided administrative support to legal clientele including reproducing documents, faxing, and scanning orders in accordance with specified requirements.

Ensured departmental mail and packages were delivered in a timely manner.

Morgan Stanley, (Consultant), New York, NY, Technical Support Specialist 5/10 - 10/10

Received shipments of PCs, monitors, and other accessories ensuring inventory were verified, updated, and reflected current levels.

Networked multiple computers in order to image several computers simultaneously.

Installed hard drives, memory, video cards, CD/DVD drives and software as needed.

Provided desktop ownership to end users and implemented supplemental technical support after hours.

NPD Group, Port Washington, NY, Data Analyst 8/07 - 11/09

Contributed to production of POS data and deliverables for retailers from execution through delivery.

Produced and delivered ad hoc client reports/deliverables and compiled raw data for retailer acceptance.

Performed quality assurance tests on system functionality.

Executed and monitored production procedures and ensured all technical processes were efficient.

Executed project tasks and partnered with Operations teams to complete new coding requests.

Created new databases/files for new products added during fiscal year.

Managed completion of special projects and ad hoc requests for submission to upper management.

EDUCATION

Briarcliffe College, Bethpage, NY, Bachelor of Science, Computer Information Systems 12/2005

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