Customer Service Desktop Support

Professional Summary

Skills

Work History

D W

***** ****** ****,*****,** 20715 • 240-***-**** • *************@*****.*** Exceptionally capable Computer User Support Specialist with almost 10 years (Including non professional years) Practice troubleshooting complex end-user issues. Enthusiastically seeking to bring a vast repertoire of both hardware and software knowledge to a challenging position at a growing technical support team.

Fast learner

Skilled at mediation

Skilled multi-tasker

Knowledgeable in Mac systems

Proficient in Norton Antivirus software

Analytical and critical thinker

Continuing education in "Google IT support

Associate"

Very Meticulous when it comes to problem

solving, hardware/software maintenance etc.

Windows and Mac OSX is my playground

Tech Sales Supervisor, 08/2015 to Current

Staples – Largo, MD

Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.

Recommended architectural improvements, design solutions and integration solutions. Consistently met deadlines and requirements for all production work orders. Diagnosed and troubleshooted UNIX and Windows processing problems and applied solutions to increase company efficiency.

Assisted the sales staff with customer presentations. Provided customers with helpdesk support and troubleshooting on printers, PCs and laptops and mobile devices.

Installed and configured hardware and software components from such vendors as HP, VMware and Cisco.

Recommended technology upgrades and complementary products that could improve customer security.

Reviewed technical documentation and procedures.

Education

Certifications

Evaluated and responded to incoming sales leads and requests for technical support assistance. Defined and documented technical best practices.

Provided base level IT support to non-technical personnel within the business. Identified and solved technical issues with a variety of diagnostic tools. 4 years of technical support experience.

Maintained high departmental standards for quality and productivity metrics. Researched, troubleshot and resolved complex problems independently. Assessed client's profiles and aligned them with the best possible products and services to meet their needs.

Maintained and updated customer service database.

Assisted customers with order placing.

Managed customers' expectations and experience to a high degree of customer satisfaction. Provided on-call support for critical issues.

Compiled and accurately entered electronic data.

Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.

Enthusiastically participated in job related training. Set up PC and Apple desktops and laptops and all types of mobile devices. Demonstrated professionalism and courtesy with customers at all times. Followed up with clients to ensure optimal customer satisfaction. Resolved customer issues in a clear, courteous and straightforward manner. Worked closely with team members to meet or exceed all customer service requirements. High School Diploma: 2012

Prince George's Community College - Upper Marlboro, MD Google IT Support Professional Certificate.( Not yet completed, But at the latter End)

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