Desktop Service Support
Resume:
CLIFFORD LEWIS
***************@*****.***
SUMMARY: Professional Computer Engineer with over 15 years’ experience seeking to contribute training and acquired skills within a technical support and/or help desk role. Work well independently or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing customer and end-user help desk support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.
PROFESSIONAL EXPERIENCE
2008 to Present Verizon Wireless Hilliard, Ohio
MTS-II-III End-User-Support
Updating Metro-E /DIA Circuit implementation in the Retail Stores
Call Center Thin Client Replacements- Repurpose T610/620 equipment to Z client
Support Sales and SMB Store reps on IPad Air 2 and Android/Apple devices.
Support Call Center supervisors Desktop, Laptops and Tablets
Deploy and upgrade Win7 to Win 10, Migration and deployment to Call Center/Retail Stores
Support 13 Retail Stores in Ohio, Ethernet topology and TCP/IP protocols, on-call 24/7 rotation
Install and setup New devices in the Retail stores including IPad Mini 4, RGW Retail Guess WiFi, Cisco Routers and Switches, Support VDI remote users solving issues on their systems
Configure Google Home systems, new Apple Inventory Scanners, Ricoh printer naming, Install and upgrade the New IOS in 5 location from 5MB to 10MB
Microsoft software product experience: Windows 10, NT, 2000, XP, Win7, Word, Excel, Access, Outlook and PowerPoint, Microsoft Exchange, Active Directory, SCCM, System Logs, Service Now
PC hardware product experience: IBM PC,HP, DELL, IBM ThinkPad, most desktop and laptop manufacturers, escalate to vendors for software and hardware related issues
Perform side by side trainings with users to educate them on the tools they use and understand the challenges they face. Communicate recurring issues, feedback and opportunities through appropriate Channel Partnership SME’s or Crowd around to be resolved and/or addressed
Resolve assigned Trouble Tickets within the established timeframes while providing quality customer service. Proactively communicate status reports and issues to leadership
2007 to 2008 Apex Systems Inc, Ohio
Verizon Wireless
EUS Support
Perform technical administration and analysis duties in support of various network and hardware/software operations management activities
Resolves complex assigned trouble tickets using Remedy within the established time frames while providing quality customer service, Supporting Tuttle Store, Tuttle Kiosk and Hilliard Business office
Help maintain retail location IT requirements and troubleshoot
issues and provide ongoing support including VPN and Microsoft Exchange
2000/2003 and Active Directory
Install and perform repairs to various systems onsite as well as offsite.
Complete assigned technical tasks on time including analysis, troubleshooting, implementation, testing, development, monitoring, maintenance, production support, documentation, etc
Responsible for configuring and supporting- Point of sales, Flashboxes, Bill payment kiosk, VZTV receipt printers, scanners, Self check-in, ThinClients, BBA laptops, Welcome and Queue system
2004 to 2006 Spherion Corp, Tarrytown, New York
Kraft Foods/KF International
On-Site Desktop Support Specialist
Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
Set up equipment for employee use, perform or ensure proper installation of cable, operating systems, and appropriate software
Provide support to over 2000 users including Philip Morris corporate HQ Finance, Human Resource department, and members of the executive management team
Diagnose hardware and software problems and replace defective components
Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations
Assured network connectivity, rectified hardware/software/peripheral problems
Provide training for clients and support personnel, Create Images for Deployment
Operate master consoles in order to monitor the performance of computer systems and networks, and to coordinate computer network access and use
Responsible for maintaining standardization of hardware and software
1998 to 2004 Techniserv Data Systems, Inc, Rye Brook, New York Philip Morris International Kraft Foods
On-Site Desktop Support Specialist
Provide support to over 2000 users including Philip Morris corporate HQ Finance, Human Resource department, and members of executive management
Assured network connectivity, rectified hardware/software/peripheral problems
Responsible for sending and installation software using Microsoft Systems Management Server
Assist in creation of Ghost Images for various hardware platforms
1994 to 2004 Techniserv Data Systems, Inc, Teaneck, New Jersey Computer Engineer
IT support of 700+ users multiple NT 4.0 domain LAN/WAN environment at Kraft Foods
Involving second and third level software and hardware support, performing hardware upgrades and repairs, software application rollouts, configuration and set-up of desktops and laptops, set-up of new users on LAN, activation LAN jacks, resetting hubs, internet support, LAN printers set-up and maintenance
Duties also entailed extensive troubleshooting and repairs on various models of desktops, laptops, and printers
1992 to 1993 Techniserv Data Systems, Teaneck, New Jersey
Service Manager
Interview new hire candidates
Schedule staff for in-house and field service calls, Schedule drivers for product delivery
Review service contracts, stage configuration of product, ensured staff had access to proper training and certification materials, resolved billing disputes, reviewed monthly productivity reports, audit and approval of expense reports submitted by technicians, built customers relations, invoiced all service calls, and maintained service part inventory
EDUCATION
University of the West Indies, St. Augustine, Trinidad
Bachelor’s Degree in Computer Science
Computer Learning Center, Paramus New Jersey
Certified in Computer Electronic Repair Technology, Compaq Computers, Novell 286 & 386
Peer Tutor in Basic Electricity & Digital Theory – Honors Graduate
CERTIFICATIONS
A+ Certified Technician - Compaq Certified - HP Certified - Dell Certified
REFERENCES
Available upon request
Contact this candidate