Deskside support

Mark Mattiex

Dallas, Texas ***** 972-***-**** *********@*****.***

DESKSIDE SUPPORT TECHNICIAN

Computer Support and CompTIA A+ certified professional with 5+ years of extensive experience in solving computer and network related problems

Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues

PROFESSIONAL EXPERIENCE

DeskSide Support Technician

April 2017 - March 2018

A3 (Compucom)

Irving, TX

Outstanding customer service and communication skills

Maintained confidentiality and discretion when working with passworded or sensitive materials

Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers and other computer and telecommunications equipment

Maintain the up to date operating procedures inside the IT department

• Key Achievements:

• Assisted 1000+ Provide Support onsite or Remotely in increasing security and performance of systems by initiating installation of new anti-virus software and critical operating system updates

Security Analyst

August 2016 - December 2016

KForce (Baylor Scott&White)

Dallas, Texas

Researched appropriate approvals, documenting all communication thoroughly

Was in charge of closing as many tickets as possible. These ticket requests were for access within Active Directory, where adding users to security groups

Prevent data breaches by verifying the right users have only the right levels of access

Key Achievements:

Helped Reduced Backlogged Request for Access to help team become current

AD Consolidation Analyst

November 2015 - July 2016

Modis (AIG)

Fort Worth, Texas

Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems

Maintain logs related to network functions, as well as maintenance and repair records

Provide technical support for 1000+ users and ensure proper maintenance of workstations, printers, and peripherals

Key Achievements:

Maintained outstanding record of technical support service, resolving 90% of all trouble tickets without escalation to senior support specialists

Desktop Support / Offline-Malware Team

March 2013 - October 2015

Frontier Communications

Allen, Texas

Analyze equipment performance records to determine the need for repair or replacement.lan, coordinate, and implement network security measures to protect data, software, and hardware

Configure, monitor, and maintain email applications or virus protection software

Key Achievements:

Assisted 1000+ users in resolving diverse hardware and software issues

Substantially increased security and performance of systems by initiating installation of new anti-virus software and critical operating system updates

Technical Support Representative

August 2011 - July 2014

Telvista (Metro Pcs)

Farmer Branch, Texas

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

Refer unresolved customer grievances to designated departments for further investigation

Key Achievements:

Earned "Employee of the Month Award" for comprehensive technical knowledge and outstanding customer service

Flexo Press Operator / Lead A Operator

August 1998 - January 2008

TLF Graphics

Rochester, New York

Examine completed work pieces for defects, such as chipped edges or marred surfaces and sort defective pieces according to types of flaws

Read work orders or production schedules to determine specifications, such as materials to be used, locations of cutting lines, or dimensions and tolerances

EDUCATION & TRAINING

Vocational Degree - Certified Computer Support Specialist

BOCES 2 Center for Workforce Development

Rochester, New York

TOOLS & TECHNOLOGY

Windows (Xp/Vista/7/8/10) Mac OS Service Now and ARS (Access Request system)SCCM (System Center Configuration Manager) Remedy system ITSM (IT Service Manager) CompTIA A+ Certification

Aspect Remedy, Service Now and ARS (Access Request system).

Software:MS Office (Word, Excel, Outlook,); VMware applications; anti-virus programs

Browsers:Chrome; Safari; Firefox; MS Edge; IE

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems

Networking: LAN & VPN/Remote Connectivity, Bomgar, Log me in Rescue, and Skype Business, TCP/IP

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