Customer Service Desktop Support
Resume:
Xaquille Townsend
**** *. ****** *******, ** ****1
********@*****.***
OBJECTIVE
To obtain a position in a customer service or office environment where my experience and skills as an IT professional can best be utilized.
HIGHLIGHTS
A reliable and punctual employee with excellent attendance
Flexible and willing to assume additional responsibilities
Motivated to learn new skills through on-the-job training opportunities
Maintains a positive, professional attitude with customers
Computer Proficient in Microsoft Office 365, Excel, PowerPoint and Word
Member of the Alpha Beta Kappa National Honor Society.
Experience managing LAN\WAN network environments
Experience with Windows Operating Systems
EDUCATION
Computer Systems Institute (CSI) Chicago, IL 2014
Computer Networking
Comp TIA A+ 801 and 802 Certifications
National Seminars Training Customer Service Certification
The College of Office Technology Chicago, IL 2012
Concentration: Computer Operations Technician
Coursework included Advanced Computer Repair & Maintenance, Software Installation,
Troubleshooting, Configuration & Maintenance and Basic Networking.
Charles P. Steinmetz Chicago, IL 2011
High School Diploma
WORK EXPERIENCE
Rentokil 07/2017-Persent
Deskside Analyst II
Provide level 2 support for end user in the US, Canada and also the UK.
Working with and supporting C Level executives in the company.
Installation and troubleshooting of Citrix based (XenDesktop & Receiver) software with the user of bomgar remote.
Configure and set up new user account in Active Directory as well as their legacy software.
Setting up and terminating user email account with the Google Admin tool and Google G suite.
Supporting and troubleshooting user issues with their Google apps.
Troubleshot technical issues users came across using their new PDA, IPhone and Galaxy devices.
Manage company mobile devices with MDM client AirWatch.
Utilization of Service Now for complete documentation and escalation of all end user needs as well as close tickets.
Supports and maintains user account information including rights, security and systems groups.
Waterton Residential 03/2017-08/2017
Desktop Support II -Consultant
60% walk-ups and 40% phone support and remote and deskside support.
Supporting the local headquarters as well as properties throughout the United States.
Creating & building images, managing the traffic of walk-ups daily for support, and maintaining strong documentation.
Provide Level me and II support to system problems and system changes reported by corporate personnel and property/site personnel.
Actively monitoring Sophos endpoint to ensue all computer are in good status and all services are running.
Working closely with the outsourced helpdesk (Center beam).
Providing workflow reviews and improvements to the help desk processes.
Provide Hands-on systems support to all Corporate Waterton associates by responding to their Help Desk support issues. Own and resolve Open tickets as assigned.
Manage and maintain user access to network resources (set up and disable users)
Assist in the specifications, analysis, development, testing and rollout of changes which impact the desktop environment.
Support a streamlined equipment dispatching process.
Contribute to a positive corporate employee take-on process.
Support the asset management workflow/process.
Participate in the Image Update process for Waterton and Site-Level desktop and laptop images.
Manage and configure MDM client IBM Maas 360
Morton Salt 09/2016- 03/ 2017
PC Support Technician II
In addition to maintaining, analyzing, and troubleshooting hardware and software issues in an office setting (about 2000 + users)
Possess an A+ certification
Document, maintain, upgrade or replace hardware and software systems in a corporate environment.
Have a high-level of functional and practical troubleshooting ability with all software applications in a Windows 7 & 8.1 Office 365/Office 2016 environment
All level of installation and support of laptops, printers, and handheld devices and IPhones support.
Supports and maintains user account information including rights, security and systems groups.
Familiar with a variety of the fields’ concepts, practices, and procedures.
Relies on experience and judgment to plan and accomplish goals.
Performs a variety of complicated tasks.
Give white glove support and customer service to CEO’s and Executive’s and all higher ups of the company.
Jewel-Osco
Installation/Deployment Technician -Consultant 05/2016-09/2016
Uninstalling existing equipment and installing new ones. The equipment consists of National Cash Registers, “POS” Point of Sale Registers, Scales, Network Switches/Routers, Servers, POS Controllers, Work Stations, Printers and handhelds
The configuration of POS Controllers
MB Financial 06/2015-12/2015
Desktop Support/ Field service Technician Consultant
Encore POS roll out project to install Pc’s and hardware components with proper configuration.
Provide assistance to both Corporate and remote employees.
Deployed machines to new locations and troubleshot them.
Troubleshot technical issues users came across using their new POS system hardware.
Setting up network printers and also racking and stacking servers
Provide late night support to end users with hardware and software issues
Installing and replacing Cisco VoIP phones
Utilization of Service Pro Cloud 9 for complete documentation and escalation of all end user needs as well as Close tickets.
Performs New user PC set ups along with trouble shooting, parts replacement, system upgrades and basic deployments & repair on Client Assets in campus/remote locations
Setting up conference rooms for video call to other remote locations.
Troubleshoot common networking issues.
Dell
Dell Healthcare PC Technician -Consultant 10/2014-04/2015
Alexian Brother’s project technician for the re-imaging of desktop and laptop units with Windows 7 and necessary healthcare programs.
Installation and troubleshooting of Citrix based Wyse thin-client in conjunction with XenDesktop. Also provided hardware and printer configuration in accordance to client requirements.
Quarantine and disposal of retired hardware with strict accordance of healthcare regulation.
Utilization of Service Now for complete documentation and escalation of all end user needs as well as close tickets.
Windows Phone and IOS IPhone/IPad Configuration and support.
Performs trouble shooting, parts replacement, system upgrades and PC migration and basic deployments & repair on Client Assets in campus/remote locations.
Smart Technologies 07/2014-08/2014
Computer Analyst -Consultant
Providing help desk support for all Chicago public school clients with computer and POS issues
Oversee the daily performance of computer systems and take about 250 calls per day
Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
Utilization of service manager ticketing system for closing tickets and filing users records
Xaquille A. Townsend
4844 W. Haddon Chicago, IL 60651
Cell: 773-***-****
********@*****.***
PROFESSIONAL REFERENCES
Waterton Residential
Piyush Parekh
Manager, Desktop Support
Morton salt
Mamadou Dieng
IT Support Manager
********@*****.***
MB Financial
Anthony Batha
IT Engineering Sr
email:******@***********.***
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