Desktop Support Customer Service
Resume:
Al Marcus C Smith
Charlotte NC 28211
(704) 281 - 5826
***********@*****.***
PROFILE
•Proficient with MS-DOS, all Microsoft Office Suite 2003/2007/2011 (Microsoft Word, Microsoft Excel, Microsoft PowerPoint), Microsoft Windows XP, FTK Imager, Pro Discover Basic, Hex Workshop, Encase and Microsoft Outlook, ServiceWorksNow Ticketing System.
•Proficient knowledge of PC,Point of Sale Installations and troubleshooting, printer setup and installation, as well as various peripherals, data entry, voice and data cabling, basic wireless access points setup and configurations, laptop hard drives wiping and re-installing and files updating.
•Proficient with basic fundamental setup and configuration of Voice over IP telephones, basic email setup and configurations.
•Performs well with others or with limited supervision and Maintained strong leadership and interpersonal skills, basic computer security and forensics investigation and data retrieval.
•Diverse with delegating with customer about services, parts, and warranty issues as set by the company guidelines and product warranty.
•Proficient with computer files and folder security settings, Point of Sales set-up and troubleshooting, DHCP and DNS set-up and troubleshooting, Linux set-up and troubleshooting.
EDUCATION
Central Piedmont Community College, Charlotte, NC August 2008- May 15, 2010
AAS: Networking Technology
Courses included business math, Networking, communications, computer upgrade and repair, database management, information systems security, Cisco router and switch with hands on training, LAN implementation, DHCP set-up and troubleshooting, wireless access setup and troubleshooting, data files security, password and data retrieval, computer forensics and investigation.
Legal Services Military Occupational School, Camp Lejuene NC September 1993
Lance Corporal
Speciality: Unit Diary Clerk Certification
•Trained staff and customers in computer-system setup and operations.
•Familiar with basic Administrative office protocols.
•Gained excellent experience in system operations and various types of hardware and software.
•Learned data entry, filing system, record keeping and customer service relations.
CERTIFICATIONS
•Dell™ Certified Systems Expert (DCSE)
•CompTIA – A+ Certification (Testing)
•Sony Certified Systems Expert
Professional Experience
Barrister Global Corporation January 2013- Present
Desktop Support Technician
•Installed, and configured Windows (XP, Vista, 7)
•Assist Lead Tech for deployment projects; (XP to 7) Printer rollouts; Utilized SCCM Data Migrations (XP to 7 to 10) Point of Sale Upgrades.
•Primarily supporting our clients in corporate and campus-based environments, resolving complex issues that cannot be repaired via a remote help desk Served as liaison and helped developed company implementation plans and designs.
•Initiated daily repair work orders or service calls schedules for computers that needed to be repaired through ServiceWorksNow Ticketing System, picked up scheduled replacement parts, and installed new hardware
•Utilized Active Directory (Set up new user accounts, checked permissions, perform password resets)
•Supported Active Directory Users
•Installed hardware parts and data software as required by company policy standards.
•Lead tech for deployment projects; (XP to 7) Printer rollouts; Utilized SCCM
•Implemented and tested all security patches and software updates.
•Tracking of replacement parts when arriving and used parts that are being returned back to Dell.
Synergy Technical Solutions Corporation September2011- January 2013
Desktop Support Analyst
•Installed, and configured Windows (XP, Vista, 7) and troubleshot issues within the OS as well as MS Office Suites (2007, 2010)
•Primarily for corporate, onsite service, dispatched to your location to repair desktops, laptops, and printers for tier II, and III escalated issues
•Primarily supporting our clients in corporate and campus-based environments, resolving complex issues that cannot be repaired via a remote help desk Served as liaison and helped develop company implementation plans and designs.
•Initiated daily repair work orders or service calls schedules for computers that needed to be repaired, picked up scheduled replacement parts, and installed new hardware for PC’s, MAC’s and printers
•Installed hardware parts and data software as required by company policy standards.
•Implemented and tested all security patches and software updates.
•Tracking of replacement parts when arriving and used parts that are being returned back to client.
ASM Computer Consulting Inc July 2011 - August 2011
Desktop / Network Technician
•Primarily for corporate, retail and campus-based onsite service, dispatched to your location to repair desktop, laptop/Notebooks, printer, server, network device, or satellite networking systems.
•Primarily supporting our clients in corporate and campus-based environments, resolving complex issues that cannot be repaired via a remote help desk Served as liaison and helped developed company implementation plans and designs.
•Initiated daily repair work orders or service calls schedules for computers that needed to be repaired, picked up scheduled replacement parts, and installed new hardware
•Installed hardware parts and data software as required by company policy standards.
•Implemented and tested all security patches and software updates.
•Tracking of replacement parts when arriving and used parts that are being returned back to Dell.
Worldwide Tech Services April 2010- June 2011
Desktop Support Specialist
•Primarily for corporate, retail and campus-based onsite service, dispatched to your location to repair desktop, laptop/Notebooks, printer, server, network device, or satellite networking systems.
•Primarily supporting our clients in corporate and campus-based environments, resolving complex issues that cannot be repaired via a remote help desk Served as liaison and helped developed company implementation plans and designs.
•Initiated daily repair work orders or service calls schedules for computers that needed to be repaired, picked up scheduled replacement parts, and installed new hardware
•Installed hardware parts and data software as required by company policy standards.
•Implemented and tested all security patches and software updates.
•Tracking of replacement parts when arriving and used parts that are being returned back to Dell.
NCO Financial Group October 2008- June 2009
Help Desk Support Specialist/Tier 1
•Installed, and configured Windows (XP, Vista, 7) and supported issues within the OS
•Provided technical support to all Apple I Phone, IPod Touch, and I pod customers.
•Served as liaison and helped developed company implementation plans and designs.
•Initiated daily repair work orders or service calls when network system has a business interruption that needs to be corrected.
•Installed hardware parts and data software as required by company policy standards.
•Implemented and tested all security patches and software updates.
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