Desktop Support Customer Service

Jessie J. Gregory

*** ***** ***** ******* ****, Illinois 60409 773-***-****

**********@*******.***

OBJECTIVE:

Certified computer hardware technician with over 15 years of proven desktop support and helpdesk expertise, in multiple industries including airlines, seeking a role that will allow me to provide computer hardware solutions while delivering exceptional customer service.

CERTIFICATIONS

oA+ Certified

oDell/IBM Certified

IBM/Lexmark Certified, (Printers)

TECHNICAL SUMMARY:

oProcess Flow & Ticket Management: Remedy; Maximo & Clarify

oHardware: Desktop & Laptop Computers, Mobile Phones & Tablets and Printers:

oOperating Systems and Software Applications: Windows 3.1- 2010; Office 95-2013; Ghosting and Imaging; Active Directory; Exchange and Outlook; Healthwyse; Palmwyse; Lotus Notes; Internet Explorer; Netscape; Asset Management; Citrix and server back-ups.

EMPLOYMENT

United Airlines – Elk Grove Village, IL

Helpdesk Support Analyst

07/2014-present

Provide timely and courteous technical support and customer service while answering approximately 200 calls per week.

Utilize troubleshooting skills to examine and resolve problems, including connectivity; malware, virus, email, printing, and hardware.

Handle helpdesk calls and requests in while leveraging ticket management tools to track issues and escalate problems as needed and regularly meeting 1 call resolution service level agreement.

Integrys – Chicago, IL

Desktop Support Analyst

08/2013-04/2014

Upgraded and configured over 1500 desktop and 400 laptop computers from Windows XP to Windows7, and transitioned to new network domain, and completed post deployment support for end users including re-orientation.

Coordinated day-to-day operations, including deployment scheduling and delegating off-site work responsibilities to junior staff

Managed asset management system and tracing tools to ensure users received correct desktop and laptop computers and managed the retirement and disposal of all out of service equipment.

Conducted troubleshooting and issue resolution on desktop hardware failures and basic software issues for desktop and laptop computers, mobile devices, printers and scanners

Illinois Department of Transportation, Schaumburg, IL

Desktop Support

06/2012-12/2012

Upgraded and configured over 900 desktop from Windows XP to Windows7, and transitioned to new network domain.

Created, deployed, and managed HP and IBM desktops and monitors.

Imaged over 300 laptops to Windows 7 and configure into network domain.

Maintained and managed asset data.

Navistar, Warrenville, IL

Desktop Support

06/2011-06/2012

Provided technical support to diagnose, analyze, research and resolve computer problems for internal and remote users in a large Windows environment.

Imaged desktops and laptops, install software & hardware, perform hardware replacement, rebuild and evaluate for functionality.

Disassembled, moved and reassembled computer equipment, peripherals for relocation requests.

Documented and tracked resolution for all customer request and support using Maximo ticketing system.

FTD, Downers Grove, IL

Hardware Technician

06/2010-06/2011

Provided high level support for users by connecting remotely into user computers and fixing or explaining issues.

Set up printers, removed viruses, and maintained support of software.

Replaced any hardware that is un-repairable and under warranty.

Siemens, Chicago, IL

Hardware Support

10/2007-06/2010

Performed high-level technical support to 1,000 end-users, on-site at Washington Mutual Corporate Headquarters (Downers Grove, Illinois, and to 2,500 end-users at McDonald’s Corporate Headquarters (Oak Brook, Illinois).

Provided network administration support to include LAN troubleshooting and resolution in AD.

Performed diagnostic testing on PC equipment and ensured printers were up and running at all times and managed the configuration and performance management of all PC systems and telecommunications.

Maintained passwords, data integrity and file system security for the desktop environment.

Closed 95-100% of open tickets (approx. 200 monthly) within 6-hour standard service time.

EDUCATION

Computer Learning Center, Lombard, Illinois

Diploma, Computerized Business Systems; (Computer Hardware and Software Training)

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