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Customer Service Desktop Support

Norfolk, VA
March 07, 2018

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Jerrold Kyle Loynes

**** ******** **. *******, ** 23502 202-***-****

Summary of Qualifications -

Seventeen years of progressive, hands-on experience in the information technology arena.

Ability to manage and lead (plan, organize, direct, control, review, etc.) the work activities required in all aspects of the positions.

Dedicated to exceptional customer service; great problem-solving and analytical skills.

Outstanding interpersonal, verbal and written communications and listening skills.

Detail-oriented, accurate, and well organized; dedicated to getting the job done.

Proven experience in network/hardware/operating systems trouble shooting, system

integration, technical support, and customer service helpdesk.

– Areas of Expertise –

Experience with Windows 10 and Office 365 migrations.

Experience with Blackberry and Android mobile devices

Technical Proficiencies -

Windows 2000/XP/7/8/10, Microsoft Office 2013, Microsoft Exchange, HEAT,

Remedy,Track IT, Internet Explorer 5-10, Active Directory, Citrix Client Support,

Ghost Imaging, VPN Access, Network/Remote Troubleshooting, Password resets,

Priority Ticketing System, Windows 10 Migrations and Lotus Notes.

Professional Experience -

TekSystems – Bethesda, MD October 2016 to January 2018

Tier 2 Desktop Support

Provided assistance for several office moves which included duties of breaking down workstations, re-establishing them at their new locations, insuring that they were on the network and connected to the correct peripherals.

Provided technical assistance to the computer operations staff and user community, as needed.

Assisted in solving problems within general guidelines, and applies a wide range of techniques and resources to detect, identify, and compensate for or eliminate problems.

Showed great communication skills, with a willingness to listen, probe and present solutions effectively.

Washington Metropolitan Area Transit Authority - Washington, DC

April 2016 to October 2016 - Tier 2 Desktop Support

Provided second line response for users requiring assistance with information technology problems for 6000 end users.

Responded to request for technical assistance by telephone or email and complete work order ticket.

Tracked issues until they were resolved and updated the internal knowledge database.

Ensured more serious issues were escalated to the appropriate Tier 3 Level Support Team.

Served as the liaison between customers and technical escalation teams.

Manage incoming calls, email and live chats to address and resolve customer inquiries.

Serve as the customer advocate, communicating feedback to address problems and improve customer support.

Excelled in previous roles as Desktop Support Technician for DCRCA, Washington, DC January 2015 to April 2016; Export/Import Bank, Washington, DC January 2014 to January 2015; United States Department of Agriculture, Washington, DC January 2010 to January 2011; Anthem, Richmond, VA January 2009 to January 2010

Excelled in previous roles as Helpdesk Tech for Kimpton Hotels, Alexandria, VA January 2013 to January 2014; WellAware Systems, Glen Allen, VA January 2012 to January 2013; Washington Metropolitan Area Transit Authority, Washington, DC January 2011 to January 2012; UPS Freight, Richmond, VA January 2008 to January 2009; City of Richmond, Richmond, VA February 2003 to January 2008; Capital One, Glen Allen, VA August 2001 to February 2003


Bachelor of Arts in Communications

Bowie State University - Bowie, MD


Active Directory (5 years), Citrix (3 years), Client Support (3 years), Lotus Notes (2 years), migrations. (4 years)

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