Customer Service Information Technology

Shelby M. Paige, Jr.

*********@*****.*** * 443-***-****

HELP DESK ANALYST / TECHNICAL SUPPORT PROFESSIONAL

Accomplished Help Desk professional with seven years of progressively more responsible experience providing Level 1 and 2 IT Helpdesk Support in a Three Level System.

Knowledge and experience ranging from basic computer software/hardware diagnostics, repair, and installation through to complex problem resolution for system operations/backup/recovery, and managing system administration including establishing customer security profiles and account management.

Contributes to system and procedural recommendations to improve operational effectiveness.

Adept at providing in-person and remote customer support, on customer service desks, within central offices, globally, communicating with field personnel, and performing field duty.

Experienced serving as customer service desk point of contact while providing single person helpdesk coverage and also working with teams of service personnel.

Recognized for excellent customer service and communication skills, working well with technical and non- technical customers, and for following customer service standards.

Proficient in managing PC-Based and Macintosh Desktops, Laptops, Printers, Scanners Operating Systems - Microsoft Window 10, Windows 7, Windows XP, and Macintosh OS Laptops/Desktops - Dell, HP, IBM, Lenovo

Printers – HP, Sharp, Dell

STRENGTHS

Customer Service

Relationship Building & Management

User Support & Training

Able to Work Independently

Team Player

Peer-To-Peer Training

Troubleshooting

Software / Hardware Installation, Recovery, and

Upgrades

File Recovery / Virus Detection

PROFESSIONAL EXPERIENCE

Information Technology Specialist

State of Maryland, OTHS Team, Baltimore, Maryland May 2018 – Present

Provide Level 1 and 2 Helpdesk Support (Three Level System) - conducting computer software repair and file recovery services at the central office.

Support Office 2007 – 2010 (Word and Excel).

Provide full customer service to the central office and remote users while following documented customer service standards.

Provided accurate information to open, update, and close service requests in the program Remedy.

Troubleshoot hardware and software with Dell laptops and Desktop.

Manage user information in AD Manager.

Manage laptop and desktop information in ZENworks. Shelby M. Paige, Jr.

*********@*****.*** * 443-***-****

IT Technician Level 2

Maximus Federal - Windsor Mills, Maryland May 2017 – May 2018

Locally and remotely providing Level 1 and 2 Helpdesk Support- conducting computer hardware and software repair and file recovery services at central office and around the world.

Supported Office365 accounts by setting up the account on the Outlook 2010 to 2016. (Email, Skype for business, Calendar.)

Provided full customer service to my assigned office and remote users while following documented customer service standards.

Provide accurate information to open, update, and close service requests in the program Cherwell.

Troubleshoot hardware and software with Dell and HP laptops.

Managed user and computer information in Active Directory.

Remotely access customer computers to identify, examine, and resolve problems and installed programs using Bomgar.

Information Technology Specialist

Insight Global - Frontline Helpdesk, Laureate University, Baltimore, Maryland April 2015 – May 2017

Provided Level 1 and 2 Helpdesk Support (Three Level System) - conducting computer hardware and software repair and file recovery services at central office and around the world.

Supported Office365 accounts by setting up the account on the Outlook 2010 to 2016. (Email, Skype for business, Onedrive, Onenote, Calendar.)

Provided full customer service to central office and remote users while following documented customer service standards.

Provided accurate information to open, update, and close service requests in the program Footprints.

Troubleshoot hardware and software with HP laptops.

Managed user and computer information in Active Directory.

Remotely accessed customer computers to identify, examine, and resolve problems and installed programs using Kaseya.

Information Technology Specialist August 2009 – November 2014 Laptop Services, Baltimore City Public School System, Baltimore, Maryland

Provided Level 1 and 2 Helpdesk Support (Three Level System) - conducted computer hardware and software repair and file recovery services at central office, and in school buildings.

Provided timely, accurate responses to technical problems on laptops, desktops, and peripheral equipment with operating systems Microsoft Windows XP, Windows 7, and Macintosh OS X.

Ensured appropriate problem recognition, research, isolation, resolution, and follow-up steps.

Provided accurate information to open, update, and close service requests in the ticking program Heat.

Troubleshoot hardware and software with Lenovo, Dell, Apple, and HP laptops/desktops.

Remotely accessed customer computers to identify examine and resolve problems using Dameware.

Installed network and local printers.

Managed users accounts in Active Directory.

Traveled to central office locations and school buildings to investigate / resolve, report problems, and install new computer hardware and software.

EDUCATION

Maryland High School Diploma - Information Technology Academy, National Academy Foundation High School, Baltimore, Maryland 2009

Community College of Baltimore County(CCBC) – Major: E-Business 2009-2011

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