Technical Support Representative

Profile

Highly motivated, technical and personable customer service and administrative professional with over 25 years experience and a successful track record of proven customer service and management skills. Talent for quickly mastering technology and learning new skills. Diplomatic and tactful with a diverse group of people at all levels. Accustomed to handling sensitive, confidential records, and demonstrated a history of working well in demanding environments with strict guidelines.

Skills Summary

Infrastructure (LAN,WAN,WAP Network printers, Switches/Hubs/Routers)

Server Administration (Active Directory, DNS, DHCP)

Operating Systems (Windows 95/98/2000/XP/7/10 Command Line Scripting)

Office Applications (MsWord, Excel, Project, Word, Powerpoint, Lotus Smartsuite, Quickbooks)

SCCM, Spiceworks, Servicedesk Plus, ServiceNow, Landesk, Ivanti

Remote/Desk side end user Support(Hardware and Software)

Junos Pulse end user support.

PC Maintenance (All Hardware and software repair and upgrades)

Virus/Malware(Removal of Malicious Scripts / Spyware / Adware / Malware)

Data Migration (Storage, Application, Database, Business)

Management (Lead Technician for Integrated Computer Consulting & Kindred Healthcare. Managed a team of 10 in the US Navy, Managed 60 employees in a call center environment at Arbitron ratings in Columbia, Md.)

Use of Meditech, Casamba

Professional Certifications/Awards & Commendations

CompTia A+ Computer Repair Certification

Pending CompTia Network + Certification

National Defense Medal / US Navy

DCSE (Dell Certified Systems Expert)

Experience

Placers – Newark, DE

Computer Systems Analyst/Help Desk Technician Level 2&3 for W.L. Gore and Associates 07/2017 to 01/2018

Level 2&3 Enterprise computer and network technical service. LAN troubleshooting for various user home office connection concerns.

Supporting at least 2000 end user applications for 10,000 users including Lotus Notes, Junos Pulse, Microsoft Office 2017, Internet Explorer and many more, while utilizing ServiceNow to update service history records and techniques on resolutions.

Daily use of Active Directory to allow and deny user group permissions.

Inc-Sys – Chicago, Il

Field Technician 6/2017 – Current

Serving various companies on life cycle management and I.T. concerns in the Maryland, DC, Delaware, Southern PA areas.

Vodastra Technologies – Richardson, TX

Field Technician 5/2017 – Current

Serving various companies with I.T. concerns utilizing history of professional support while working independently and in teams.

Department of Veterans Affairs – Perry Point, MD

Medical Media Specialist 1/2017 – 7/2017

Electronic Troubleshooting of various media devices. Desk side computer support.

Established first proximation of an integrated and complex video system.

Performed inventory control. Utilized MS Office.

Impeccable customer service.

Lancesoft-Baltimore, MD

Dell Certified Systems Expert 2/2016 – 5/2016

Performed software installations, program updates, troubleshooting with problem resolution on computer and Telecommunication systems at end users homes.

Trained users on supported software and hardware with understanding of technology from a user perspective as well as technical perspective.

Assisted users to resolve computer related problems such as inoperative hardware or software.

Utilized skills in Microsoft Office Access, Word, Excel and Outlook.

Repaired Dell desktops and laptops.

Kindred Healthcare – Louisville, KY

Lead Travel Technician for Kindred Healthcare, 9/2011 – 4/2014

Implemented and coordinated new technologies in hospitals, nursing homes and regional business centers including hardware, software and data migration for all states within the United States. Experience using skills of new equipment installation, mobile device configuration, network troubleshooting, network closet design, computer repair, scheduling, daily reports.

Completed daily organization of tasks based on a unique set of challenges presented by individual facilities while complying with federal HIPAA laws.

Facilitated daily meetings with senior management and various staff to give project status report updates.

Trained and supervised new and junior Information Technology technicians on Kindred policies and procedures.

Utilized MS Office to complete daily activity and weekly expense reports.

Provided assistance within the end user help desk technical support team email and web users in a call center environment for users with login, browser and password concerns.

Insight Global – Fort Lauderdale, FL

Computer Technician for Compucom / PNC Bank, 9/2010 – 9/2011

Coordinated hardware and software life cycle management of Dell & HP technologies for the market of Kentucky, Lower Indiana and Northern Tennessee implementing skills of scheduling and impeccable customer service while working independently.

Trained end users on operation of new desktops, laptops and updated software applications.

Troubleshooting of Windows XP/7 operating system problems due to configuration issues.

Required to submit daily progress reports to team leader via MS Word, Excel. Completed weekly expense reports.

Integrated Computer Consulting – Baltimore, MD

Computer Technician, 11/1993 – 06/2010

Launched a thriving private practice, building revenue from $0 to over $60K in first three years with minimal overhead utilizing Ms Project, Excel, Word, Access.

Supervised 5 junior technicians as CEO. Maintained, repaired, configured, built PC's.

Repaired LCD displays and speakers.

Serviced hard drives and disk arrays.

Maintained routers, switches, fiber optics and wireless network configurations while maintaining and creating networks.

Provided help desk and onsite support resolving spyware, virus and malware problems including data recovery and migration.

US NAVY – Portsmouth, VA

Hospital Corpsman/Marine Field Medic/Buyer, Manager, 10/1989 – 10/1993

Duties equivalent to a Nurse and Emergency Medical Technician in the civilian world.

Participated in operation Desert Storm/Shield war with 2nd Marine Division.

Prepared complex reports for military hospital supply systems, ensuring full compliance with federal requirements and tight deadlines.

Communicated medical concepts to patients using layman’s terms to facilitate understanding.

Complied with all federal government healthcare documentation requirements. Prepared complex travel arrangements for busy high ranking military officials.

Education

Naval Academy Of Health Sciences – Waukegan, Ill

Hospital Corpsman Certification, 1990 GPA: 3.8/4.0

Marine Field Medicine School – Camp Lejeune, NC

Marine Field Medic Certification, 1990 GPA 4.0/4.0

Eastern Sr High School – Baltimore, MD

High School Diploma, 1986 GPA 3.2/4.0

National Education Center – Baltimore, MD

Computer/Electronic Repair, 1986 GPA 3.3/4.0

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