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Customer Service Technical Support

Location:
Buffalo, New York, United States
Salary:
35000
Posted:
January 05, 2018

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Career Focus

A challenging position in Technical Support. Desktop Support

Experience Summary

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Help Desk role.

Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance.

Easily identify and resolve technical issues and concerns.

In-depth knowledge and understanding of numerous software packages and operating systems

Skilled in providing Customer and End-User Help Desk Support.

Experience working in a collaborative environment.

Have 3 – 5 years of IMAC experience doing hardware roll-outs, refreshes, and other deployment related activities

Have 3 – 5 years of deskside support experience

Have 3 – 5 years of break-fix experience

Have strong internetworking and troubleshooting skills

Have A+ certification & at least one certification from either Cisco or Microsoft

May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)

Self-starter and have the ability to manage multiple tasks

Can act in a Team Lead capacity

Exceptional customer service skills

Great communication skills

Ability to work independently or as part of a team

Ability to complete tasks effectively with minimal supervision

I can work a flexible work schedules

Education

Microsoft Engineer Program, IKON Office Solutions, Buffalo, NY

Industrial Engineering Studies, Erie Community College, Buffalo, NY

Professional

Experience

Desk Side Support –Moog/contract TxMQ

Desk Side Support for Aircraft Division

Setup new PCs for end uses, Imaged laptops, desktops

Deployment of Software via SCCM and Administration Functions

Troubleshooting hardware/software Issues in a Dell Environment

Windows 7 and Windows 10 knowledge: installation, troubleshooting.

Imaging, deployment experience - Experienced with SCCM or management tools

Triaging helpdesk activity – managing a large workload

Troubleshooting software and hardware issues resolution

Install and perform repairs to hardware, software, and equipment, following design or installation specifications.

Oversee the daily performance of all systems.

Set up equipment performing or ensuring proper installation of cable, operating systems, and appropriate software.

Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.

Conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.

Refer major hardware or software problems or defective products to vendors or system administrators for service.

Prepare evaluations of software or hardware, and recommend improvements or upgrades.

Answer users' inquiries regarding computer software and hardware operation to resolve problems.

Desk Side Support – M&T BANK /contract Unisys

Desk Side Support Supported all HP Laptops and Desktops

In five locations down town Buffalo. Replace components.

Re-Imaged thin clients T520 and T410 as well all laptops and desktops

I acquired HP certification

Observe system functioning to verify correct operations and detect errors.

Provide support for network security functions and document remediation actions.

Performs other related duties as assigned

Servicing HP Desktops, Workstations and Notebooks for Service Technicians

Web Based (Self-Paced)

Successful

(On: 25-FEB-2016

Desk Side Support- Our Lady of Victory Homes of Charity/ computer people temp

Set up Accounts in AD. Fixed Laptops - desktop And Imaged setup and deployed

New pcs for students and teachers. I was filling in for a Tech that had surgery.

Desk Side Support – Apex Mount Saint Mary’s hospital /Temporary position

I supported all hardware and software for the hospital and nursing home as well as

All there satellite locations, was on call 24/7. Mount Saint Mary’s was acquired by CHS

Service Desk - PRO Unlimited \EarthLink / Temporary position

I worked phone support for 200 clients. Use of AD, reset password to AS400 printer que Issues

Worked main accounts like Riches, ACE and Popeye’s chicken

Service Desk Analyst – Inergex, Inc., Buffalo, NY

Extensive working experience with desktop operating systems.

Strong ability of conduct research and analyze a wide range of computing issues.

Identified, troubleshoot, and analyzed computer issues. Determined appropriate course of action and conducted repairs and modifications as needed.

Performed diagnostics and troubleshooting of system issues and documented help desk tickets/resolutions.

7/31 -present

10/15

3/16

6/08– 9/14

5\15-8\15

2/15- 4/15

6/08– 9/14

Technical Support Representative II – Time Warner Cable, Buffalo, NY

Effectively resolved customer concerns via telephone concerning their High Speed Internet Service.

Utilized outstanding multitasking skills daily by using telephone and computer simultaneously.

Proficient in time management and problem solving skills.

Regularly utilized excellent telephone communication skills to provide top-notch customer service.

Technical Support Representative – Adelphia Communications, Buffalo, NY

Directly after training I was selected into a new provisioning department for 4 months.

Utilized Telnet Grep DHCP server logs provision cable modems.

Answered incoming calls from customers concerning technical support of High-speed Internet Services.

Analyzed customer concerns and administered support to solve customer issues.

5/02 – 6/08

Certifications

Microsoft Certified Professional-MCP • Certified Novell Engineer • CNA • A+ Certified Technician- A+ HP Commercial Desktops, Workstations and Notebooks Service Qualification

Technical Skills Operating Systems: Microsoft 3.1/95/98/XP/7/10/Microsoft NT 4.0, Novell 5.0, Linux, UNIX

Hardware: System maintenance, upgrades, Installations, Troubleshooting (hardware & software), Dell and Hewitt Packard repair (laptops & desktop).

Networking: Working knowledge of LAN, OSI, TCP/IP, VPN.

Applications: Microsoft Word/Excel/PowerPoint/Outlook, Lotus Notes 4.0/8.52, Citrix, Active Directory, activation of Blackberry devices on BES/BAS servers, activation of iPhone and Android devices, reset sessions in Virtual Desktop, Virtual Office 365, virus removal, Connective Backup,CCMS

I Have 3 – 5 years of IMAC experience doing hardware roll-outs, refreshes, and other deployment related activities

Have 3 – 5 years of deskside support experience

Have 3 – 5 years of break-fix experience

Have strong internetworking and troubleshooting skills

Have A+ certification & at least one certification from either Cisco or Microsoft

May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)

I am a self-starter and have the ability to manage multiple tasks

Can act in a Team Lead capacity



Contact this candidate