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Customer Service Desktop Support

Location:
Rochester, NY
Posted:
January 29, 2019

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Resume:

OTIS ALLEN

*** ****** ******

585-***-**** Please use this number to contact me

PROFESSIONAL SUMMARY

Highly skilled IT phone support professional with expertise in hardware and software troubleshooting in call center environments. Excellent customer service skills and take pride in working collaboratively with teams to resolve issues. Passionate about IT industry and looking to further my knowledge in the field by learning new technologies

TECHNICAL SKILLS

Windows, Mac’s, Outlook, LAN/WAN troubleshooting, Active Directory, Remedy, ACSS, Android, iPhone, mobile phone & tablet support, desktop support, hardware and software installs CONDUENT NOV. 2015

– JULY 2018

TECHNICAL SUPPORT TECHNICIAN

Level 1 technical troubleshooting for all Verizon products including mobile phones, tablets, etc.

Promoted to Level 2 & 3 technical support for all Verizon associated equipment and

devices.

Worked with Active Directory on consistent basis

Network support for Verizon mobile phones, mobile hotspots, home internet connects

WAN/LAN troubleshooting

Hardware and software troubleshooting, installations, virus removal

Windows and Outlook troubleshooting

ELLUCIAN JULY 2012 –

SEPT. 2012

LEVEL 2 TECHNICAL SUPPORT TECHNICIAN (CONTRACT)

Rendering timely and accurate technical phone support to a number of colleges and universities under the ANGEL student system.

Provided access to the student curriculum accounts

Windows and Mac technical troubleshooting

SUTHERLAND GLOBAL SERVICES FEB.

2010 – JULY 2012 TECHNICAL SUPPORT REPRESENTATIVE

Supported products in the departments of Blackberry handheld devices and Activision game division

Promptly troubleshooted hardware and software issues on complex devices and computer systems

Offered quality customer service over the phone and also through online chat support STRONG MEMORIAL HOSPITAL EMERGENCY AND TRAUMA DEPARTMENT JUNE 2004 – FEB. 2011

ASSISTANT TO THE HEAD OF OPERATIONS FOR THE EMERGENCY AND TRAUMA DEPARTMENT

Started position in the hospital’s transportation department.

Studied to become a Patient Care Tech. and was responsible for assisting doctors as well as nurses

Promoted to Assistant to the Head of Operations for the entire Emergency and Trauma Department. Worked in cooperation with the medical engineering department.

Resolved hardware and software issues, debugging computer software, ordering and repairing mechanical equipment. (i.e. heart rate monitors, scopes, blood pressure cuffs, etc.)



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