IT Help Desk Support Technician

DAIREEK ANTWANE

** ****** **. ***. ***, Buffalo, NY 14214 716-***-**** ac534m@r.postjobfree.com

IT specialist with 5+ years of professional experience in providing excellent customer support to Network, PC and Macintosh users. Seeking to use my superb customer service skills and technical knowledge to fill your help desk support position. Possess a BS in Management Information Systems

Technical Skills

Proficient in Microsoft Office 365: Word, Excel, Access, Powerpoint; Active Directory

Programing language: SQL, Visual Basic C++, cold fusion

Skilled in troubleshooting/resolving PC issues across a variety of platforms; i.e. mac and window based systems

Proficient in other software programs related to information systems: AccessData FTK & computer security, Visual Basic, Microsoft Project 2010, project management, database administration and coding in SQL, systems administration, tableau public, data analytics and visualizations, service desk ticketing systems, bomgar remote support

Excellent telephone communication skills, establishing rapport with effective possession of customer relations

Highly successful in resolving level I & II ticket/issues

Professional Experience

Fiserv, Buffalo, NY 14221(2016 -Present) Lease Security Consultant

Updated database records while successfully assisting customers resolve some of their technical related concerns regarding online accounts.

Advised customers regarding end of term options for the banking firms we represented, assisted 95% of customers in in scheduling vehicle inspections before the end of their contractual arrangements, closed 85% of leased vehicle purchases of customer’s and dealerships.

Provided excellent customer support in call center environment

Proven problem solving abilities and demonstrated accuracy in notating accounts.

Performed basic IT functions, password resets, online access and hardware connectivity issues

Premier Med-Billing Group, Buffalo, New York (2013-2016)

Desktop Support Technician

Diagnosed and resolved end user network and local printer problems, PC hardware issues, Apple MacIntosh hardware and software issues in a customer service role, active directory, system crashes, slow downs and data recoveries, roll-backs, e-mail, internet, dial-in and LAN access problems, unboxed, installed & configured PC’s and peripherals

Documented, resolved open service requests, or when necessary escalated ticket(s) to the appropriate technical personnel in addition to trouble shooting technical concerns through a variety of communication methods: i.e. live chat, phone and e-mail

Provided remote and telephonic assistances to customers, agents and in house colleagues

Loaded/reloaded, configured and updated anti-virus and virus scan software, managed and set security levels for user groups i.e created and reset passwords and unlocks

Clearly communicated technical concepts to non-technical staff and customers.

Thrombastic Music Factory, Los Angeles, California (1999-2012)

Recording Engineer, Studio Manager

Designed website as well as implemented and maintained spreadsheets for accounts, use of Microsoft in application of business to clientele and marketing prospects

Trouble shot PC issues as regards removal of malware, installed hardware and software and maintained update of systems software

Recorded, engineered and mixed studio session demo’s

Increased facility booking of clientele by 50% via promotion, networking and marketing

Coordinated sessions with musicians, collected payment and maintained database of past and active accounts

Slashed administration costs by 30% by negotiating pricing and fees, while ensuring the continuation and enhancement of services

Education

Canisius College, Buffalo NY, 5/2013 Bachelor Science in Business Administration and Management, Majored in Information Systems

Erie Community College, Buffalo NY, 5/2008 Associate of Arts in Humanities

Pursuing certification’s in Comptia A+, Comptia Network+ & Comptia Security +

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