Customer Service Technical Support

JACQUES MIDOUIN

***-** *** ******, ******* New York Mobile 646-***-****

E-mail: ******@*****.***

SUMMARY OF QUALIFICATIONS

IT professional with extensive experience in Technical Support, Customer Service and Management.

Skilled in identifying root causes of problems and directing clients to lasting solutions.

Proficient in various operating systems and applications.

Able to translate highly technical jargon into non-technical terms. Fluent in French.

PROFESSIONAL EXPERIENCE

CONSULTANT, New York, New York May 2015 – Present

Network Specialist - Freelance

Perform network design and setup to various small local businesses.

Provide remote and on-site support to clients.

Perform software/hardware install, maintenance and troubleshooting to clients.

Provide base level IT support to non-technical personnel within the business.

Provide on-call support for critical application or network issues.

Resolve computer hardware and software, printing, installation, word processing, email and operating systems issues.

METRA CAPITAL LLC, New York, NewYork June 2012-April 2015

Desktop Support Specialist

Provided onsite hardware and software support for the entire company.

Installed and configured software on user workstations.

Effectively performed troubleshooting and repairs on laptops and PC’s for users.

Effectively managed and resolved all local and remote connectivity issues to the network.

Managed and created user accounts to allow proper user access to company network and applications.

Assisted IT-Admin with the necessary updates and patches, including using ghost software for the PC machine imaging.

Performed installs, troubleshooting and maintenance of office peripheral equipment.

BNY MELLON / CLEAR TRAN, West Paterson, New Jersey September 2010 - May 2012

Operations Consultant

Managed IP Filtering Project ensuring that the required application security levels are met.

Provided technical/software support for electronic payment processing services.

Investigated technical problems related to various payment methods including Wire Transfers

and ACH structures.

Managed high levels of risk and liability inherent to various automated payment functions.

Conducted research on system directories, file logs and communicated findings to management.

Performed setup, testing and turnover of all processes in accordance to policies and procedures.

CIBER INC., Edison, New Jersey March 2006 – March 2009

Team Lead-Helpdesk Analyst

Lead Helpdesk analyst for the Sprint Account / French Helpdesk.

Provided 1st and 2nd Level support for the Ciber Global Helpdesk.

Worked on various projects including a major migration to a secure remote access environment.

Responsible for the overall RSA secured token account creation and management.

Provided technical support related to all remote access connectivity issues such as VPN and wireless access for the Sprint global accounts.

JACQUES MIDOUIN Page 2

AETNA INC., Cranbury, New Jersey January 2002 – November 2003

Help Desk – Dispatch Service Delivery

Monitored and managed over various client accounts according to break – fix service delivery criteria set by management.

Assisted the NOC group with daily monitoring and critical network performance issues reported by field Technicians.

Maintained constant communication with field technicians and insured that they followed all contractual obligations related to client’s accounts.

Assisted in-house IT admin on small projects including peripheral equipment inventory audits.

VICOM COMPUTER SERVICES, Farmingdale, New York April 1999 – December 2001

Team Lead– PC Tech

Supervised a team of technicians in the timely execution of rollouts, installations, configuration and

upgrade of PCs, laptops servers and operating systems.

Worked in the field with senior technicians to resolve complex technical issues

Trained new technicians on company policies including installations and roll out guidelines.

Maintained complete and up-to-date inventory for “Adecco Project”, a key client.

Monitored the daily processing and execution of computer systems work orders.

TECHNICAL SKILLS

Software/Tools: Microsoft Professional Suite (Word, Excel, PowerPoint, Access, Outlook), Oracle, Lotus Notes, McAfee/Norton Antivirus, Symantec Ghost, PC Anywhere, Citrix, VPN, Remedy, Magic, CA.

Platforms: Windows 8-10/Vista, Win Server 2003, MS Exchange 2007, DOS, TCP/IP, LAN/WAN, Novell Client

LICENSES & CERTIFICATIONS

Microsoft Certified Professional (MCP)

A+ Certified Computer Technician7

IBM Certified Technician

EDUCATION

Computer Career Center, Garden City, New York

Technical Diploma: Computer Network Specialist

New York Institute of Technology, Old Westbury, New York

Major: Telecommunication Network Management

REFERENCES: Available upon request

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