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Customer Service Desktop Support

Smyrna, DE, 19977
November 27, 2018

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*** **** ********* *****, ******, DE, 19977

Cell: 302-***-****


LinkedIn Site:


Flexible team player who excels in troubleshooting PC technical issues. Expertise in setting up hardware and configuring and implementing software and operating systems. Adept at learning and applying new skills and technologies. Strong customer service skills.


Certifications A+, Network+, Security+, HDI, Lenovo Desktop, Lenovo Laptop, Lenovo Warranty Administrator and Technician, Dell Desktops 2009, and Dell

Portables 2010, HP certified Technician.

Hardware Routers, Switches and hubs, gateways, firewalls, graphics cards,

hard drives. IP phones.

Operating Platforms Windows 7 and 10 client and server operating versions.

Software Microsoft Office 365 including Word 2016, PowerPoint 2016, Excel 2016, and Access 2016. Lotus Notes 8.5 and Outlook 2013 and 2016. Logmein Rescue,

Applications FTP, TELNET, HTML, Remote Assistance, LANDESK Suite, NetMeeting.


Unisys Technical Services, Wilmington DE 2017 - present

Desktop Support Technician for M&T Bank

Configuring Cisco Switches. Unbox and unpack the switches attach rails etc. Using console cable and Putty. Applying the configuration. Getting a log file and sending it to client for their approval then applying the changes they call for. Packing up and sending the switches to the various branches long-term project but half time is working on the switches and half time is doing the desktop support for the Administrative offices for M&T Bank. Imaging computers, troubleshooting hardware, replace motherboards, memory, hard drives etc.

Unisys Technical Services, Wilmington DE 2010-2017

Desktop Support Technician for Ashland

Troubleshoot hardware and software issues for clients, change out hard drives, system boards, processors, memory, video cards. Work tickets in Remedy. Lotus Notes configuration and restoration of files and databases. Image computers using ghost, monitor SMS applications. Dell and Lenovo desktop and laptop certifications. Warranty certification for Lenovo to order parts. Troubleshoot by substitution of a known good part. Prepare retired assets for recycling using fdisk and ghost. Multi-task several projects at once. Received computers from other sites for configuration. Prepare computers for shipping.

CompuCom/Excell Data (Outsourcing Firm), Dover DE 2009-2010

Installer for State Farm Insurance

Installed new computers, monitors and printers for State Farms offices in the eastern shore region of Maryland and southern Delaware State Farm offices.

Made sure all applications were ready for use by the clients and that the printers and scanners were functioning correctly.

Escalated hardware and software problems when it was necessary.

Received positive feedback from client stating that they had not had an installer this good in their 20 years with the company.

JP Morgan Chase, Newark DE 2007–2009

Help Desk Professional

Provided troubleshooting of Windows XP PC’s, diagnosed network connectivity, configured proxies, confirmed connectivity of printers, ip phones and shared drives. Security Administration for Novell 4.0, AS400 systems, CICS Mainframes and Unix servers. Configured the e-mail clients Lotus Notes and Outlook 2007.

Consistently exceeded standard for resolved calls requirement for each day and each week.

Received client acknowledgement of skills and customer service ability on "Caught Me at my Best" internal website.

Trained new staff members.

Ajilon Consulting(Temp Agency), Newark DE 2006-2007

Help Desk Professional for JP Morgan Chase

Provided troubleshooting of Windows XP PC’s, diagnosed Network connectivity, configured proxies, confirmed connectivity of printers, ip phones and shared drives. Security administration for Novell 4.0, AS400 systems, CICS Mainframes and Unix servers.

Resolved a high number of security administration requests during periods of high call volume.

Learned the new systems rapidly and instructed clients on the use of such systems, daily.

Wal-Mart Stores, Camden DE 2003-2006

Customer Service Representative

Kinko's Inc., Pleasanton, CA 1999-2001

Computer Services Consultant

Maintained four PC’s and four Macintoshes. Provided for software integrity on machines by re-imaging them in a two week rotation. Worked on auxiliary tasks such as binding, drilling, and laminating.

Voluntarily assisted with document creation tasks when there was light activity in computer rental.

Provided technical support to customers renting the computers.

Monument Mortgage, Walnut Creek, CA 1999 –1999


Diagnosed startup problems, tested memory and power supplies, upgraded ram and cpu’s, setup cmos and used msconfig to accomplish the cataloging of hard drive sizes, cpu types, and operating systems. Configured computers using Ghost software.

Proposed and then implemented the task of inventorying older systems for tax write offs, saving the company money.

Observed enterprise level support for employees of the company.


AAS in Computer Technology Heald College, School of Technology, Martinez, CA.

Deans Award and Directors Award.

Bachelor of Music in Music Education University of Massachusetts, Amherst, MA.

Volunteer/Charity Work:

Volunteer as a technical person for the office staff of Read-A-Loud Delaware. I help them remove viruses from their computers update to latest service packs and browsers. Backup crucial data in case of disk failure. Resolve email connectivity issues and sharing and permissions issues which come up from time to time. Transferred files and settings to newer computers for use.

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