Software Customer Service

Richard Horne

Professional IT Networking & Security Specialist

Richmond, CA. **********@*****.*** - 510-***-****

IT Specialist

A self- managed IT Specialist with strong skills in Computer Hardware/Software, Networking, and Security. In the past, I was a Instructor at the Stride Center training adults for their CompTia Certifications, while continuing my education with the CCNA Certification. Although a lot of my training and experience came from owning my own computer repair business, most of my training comes from the Supervisor position I had with a Refurbishing Company refurbishing computer systems, and preparing them for resale. My journey in this industry has led me to acquiring a unique set of technical skills that will contribute greatly to the IT department. I am a team player, who is a fast learner and eager to learn.

TECHNICAL SKILLS

Desktop PC/Laptop Refurbishing following standardized checklist for system diagnosis.

Windows (XP/Vista/7/8/10) Server (2008-2012) Linux (Ubuntu) Android OS, Apple iOS/OSx

Upgrades and replacement of internal components including:

Hard disk drives, motherboards, CPU’s, RAM, Printers, Routers/Switches

Optical drives, floppy disk drives, power supplies, and expansion cards.

Software installations including:

Windows OS, HDD data-wiping, peripherals, system delivery/setup.

Data management, backup, recovery, system restores

Disk imaging, wipes, drive partitioning and formatting, Virus removal, Active Directory

Microsoft Office Suite, Team viewer, VmWare, DHCP/DNS, Active Directory

Anti-Virus and Malware Removal (Norton, McAfee, Security Essentials, Malwarebytes).

PROFESSIONAL EXPERIENCE

2/2016 – Present BizzyB Technologies Owner

Delivered end-user/Clients technical support to computer users experiencing difficulties with computer software, hardware and other computer devices. I specialize in upgrades, breaks/fixes, data recovery, installs, virus removal and one-on-one counseling to customers educating them for maximum performance and experience with their systems (Windows and Mac). Services provided both face to face and via telephone.

Demonstrated ability to communicate electronically and in-person with end users experiencing difficulties in computer system

Proficient in virus removal

First-hand experience with a wide range of operating systems

Highly skilled in troubleshooting a variety of hardware and branded systems

Hands on experience in finding software problems and resolving issues

Excellent ability to keep abreast of modern computer technologies

2014-2016 Uber Technologies Data Analysis

provided, researched and updated Data collected from Autonomous self-driving cars.

01/2014-2016 Stride Center IT Instructor

Assist students with proper data and provide timely feedback depending for all progression in relation to homework and projects. Maintain and prepare update of all records to ensure excellent academic performance. Monitor and ensure compliance to all retention policies of schools and develop strategies to enhance 100 percent students’ attendance. Prepare complete syllabus for students and ensure appropriate listing of all course objectives. Administer and ensure firm, fair and consistent class control. Supervise opening and closing of laboratory and provide information during training session in class room. Maintain and ensure consistent performance of all students and provide support though gradation and assessment process. Coordinate with students and assist to select appropriate career. Attend faculty conferences, in-services and professional growth oriented program in relation to all courses. Maintain knowledge on all new trends and recommend improvement to assist students in teaching process. Perform regular assessment of students, recommend them to tutors for further learning and evaluate performance by grading. Design and update all instructional materials for IT programs on regular basis.

Teach computer repair, maintenance and System upgrades to students.

Instruct basic programming and computer applications.

Demonstrated printer repair and maintenance to students.

Responsible for changing passwords and installing programs.

04/2012 – 2014 ReliaTech Supervisor

Recruit, train and assign jobs for employees as per individual skill and review employees’ performance periodically. Maintained daily communications with the coordinator to ensure quality in service and meet customer service satisfaction. Resolved customer issues encountered with their operating systems and maintenance of equipment. Supervise and guide company’s employees to manage human resources productively and efficiently as per company guidelines. Handled a team of technical personnel, provided training, created incentive programs for motivation and monitored performance based on pre-set Key Result Areas. Provided web, phone and email support covering trouble tickets escalated beyond Tier1 customer-care level and timeline.

•Demonstrated ability to communicate electronically and in-person with end users experiencing difficulties in computer system

•Well versed in consulting user guides, hardware manuals and other documents to research and execute solutions

•Special talent for troubleshooting technical problems faced by users

•First-hand experience with a wide range of operating systems

•Functional knowledge of Windows and Unix based systems

•Highly skilled in troubleshooting a variety of hardware and branded systems

•Hands on experience in finding software problems and resolving issues

•Proficient in connectivity procedures and TCP/IP protocols

•Excellent ability to keep abreast of modern computer technologies

•In depth knowledge of popular software and hardware configurations

•Competent at laying complex networks and upgrading the same

•Proficient in LAN and WAN repair

•Demonstrated ability to communicate electronically and in-person with end users experiencing difficulties in computer system

• Proficient in virus removal

•First-hand experience with a wide range of operating systems

•Highly skilled in troubleshooting a variety of hardware and branded systems

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•Hands on experience in finding software problems and resolving issues

•Excellent ability to keep abreast of modern computer technologies

Contracted Jobs:

Kaiser Permanente:

05/6/2015/-11/15/2015

Assisted in deploying the (RSO) Rapid Sign On software for the entire Northern Region of California, this task involved setting users up in the active directory so that they have access to utilize the software. Information needed to perform this task were users’ (Doctors/Nurses) Passwords and usernames, roles and departments.

Twitter/Pandora

01/17/2016-01/21/2016

Mainly with these contracted jobs, I basically uninstalled workstations, Servers, Printers, and conference room equipment, from one location, and installed that same equipment in a different location. After installed, equipment was turned on for performance and availability.

Lego Robotics

Current

Lego Robotics is a mobile business that travels from School to School here in the Bay Area (mostly elementary) teaching Students how to build robots out of Lego pieces, then teach them how to program them so that their Robots complete assigned tasks.

References:

Robert Mitchell Supervisor 408-***-**** Feye Saeteurn coworker 510-***-****

Karen Lincoln Supervisor 925-***-**** Jada Benard coworker 510-***-****

Peter Margolias Supervisor 408-***-**** Raymond Haymond Student 510-***-****

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