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Desktop Support Customer Service

Haverhill, Massachusetts, United States
February 10, 2018

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Ronald McGrath

*** ******* **. *********, **, 01830 978-***-****


● Experienced technical support specialist with strong knowledge of hardware, software and printer configuration and troubleshooting.

● Solid experience with all manner of operating systems and operating system migration.

● Working knowledge and experience of software, hardware, spyware and virus removal TECHNICAL QUALIFICATIONS

OPERATING SYSTEMS: Windows XP, 7, 8.1, 10, Mac OS X, Android, iOS SOFTWARES: MS Office (Outlook, Word, Excel, Power Point) APPLICATIONS: Cherwell Service Management, ClearVision, Bomgar Remote Support, WinPE Windows Imaging, Malwarebytes Anti-Malware, Symantec Endpoint Protection, Checkpoint Encryption, Carbon Black Security, Cisco AnyConnect PROFESSIONAL EXPERIENCES

Configuration Tech/Desktop Support May 2017 to Present CompuCom Systems (supporting MITRE), Bedford, MA

● As part of a 12 person IT team, provide deskside and remote support to over 2500+ employees across a large campus for all desktops, laptops, smartphones, and printers.

● Responsible for configuring, deploying and troubleshooting new machines for users, maintaining compliance to company Infosec policy, and ensuring complete satisfaction along the way.

● Initiate hardware repairs through various vendors such as Dell ProSupport and Apple.

● Provide primary escalation support for a variety of hardware and software issues. Manage and work tickets using Cherwell and ClearVision.

● Provide walk-in weekly support at a technical support help desk in the company cafeteria.

● Supported employee onboarding process - configuring new machines, setting up user encryption accounts and RSA tokens, explaining the intranet and its features.

● Install and provide support for employee certificates and VPN access.

● Manage and maintain stock of loaner laptops.

Repair Technician ll

CPR Cell Phone Repair + Computer Troubleshooters, Westford, MA August 2016 to September 2017

● Provide repair services of all manner ranging from hardware to software, printers and LAN to mostly private customers, and also small to medium sized businesses in some cases.

● Provide hardware and software upgrades, troubleshooting needs for continued maintenance.

● Provide email, phone, face to face, and on-site help desk services for all different user levels.

● Consistently exceeded expectations in terms of customer satisfaction, resulting in repeat business and several glowing reviews with my name attached.

● Limited Configuration of home networking

● Provide installation of firewalls, virus software, and removal of spyware/malware.

● Maintain documentation of processes and ticketing from beginning to end. 2

● Troubleshoot systems and work with customers to determine needed hardware and software changes.

Service Associate March 2016 to August 2016

Eastern Bank, Wilmington, MA

● Processed standard teller transactions, including deposits, withdrawals, check cashing, loan payments, and safe deposit usage.

● Quickly established credibility with clients and remembered the name of nearly all regulars, creating friendly rapport with customers.

● Adhered to very strict compliance standards.

● Assisted with basic troubleshooting of systems such as TellerInsight, IBS Insight, and Enterprise Contact Management.

Assistant Customer Service Dept. Head. August 2009 to March 2016 Stop N Shop, Andover, MA

● Handled issues with cashier credentials, such as password resets, and employee permissions.

● Assisted with all manner of customer inquiries about products, services, and community outreach.

● Worked to de-escalate situations in which customers were dissatisfied, or felt underappreciated.

● Performed basic maintenance of in-store desktops, POS terminals, and data entry services when IT was unavailable.

● Ensure compliance to all front end policies and procedures of the company.

● Help manage a fast paced grocery store front end, monitoring and reallocating staff as needed.

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