Customer Service Help Desk

ENTHUSIASTIC IT SYSTEMS TECHNICIAN

SKILLS

EXPERIENCE

TP THOMAS PETRELLA

****@******.*** / H: 248-***-****

**** ******* ******, ****** ********, MI 48317-4519 Proudly offering over 20 years of experience in systems installation and maintenance, client support, and team management. An enthusiastic employee skilled in exemplary customer service due to many years in IT consulting and customer engagement within the retail industry.

System upgrades

Application software testing

Help desk assistance

Issue diagnosis and resolution

Computer configurations

Application installations

Hardware diagnosis

Customer support needs assessment

LAN aptitude

Network infrastructure support

Hardware upgrades

Windows 10

Troubleshooting proficiency

Technical help desk experience

Task prioritization

Technical writing

Vendor contracts and relationships

Staff training

Project management

Strong collaborative skills

Network asset management

Oral and written communications

Computers and electronics

PBX Telecom

24/7 on-call

Extensive travel

Senior Analyst And Field Systems Technician / Macy's MTech - Metro Detroit Area, MI 04/2005 - 05/2019 Self-Managed daily store/client site support in conjunction with Help desk ServiceNow ticket/case system Assigned to the largest Macy's department store in Michigan along with two remote stores requiring extensive weekly travel

Participated in regional on-call support for 5 state radius Supported over 300 NCR POS PCs and over 100 Dell and IBM Desktop PCs Supported MS Surface and Dell tablets

Supported Apple iPhones, iPads, and iPods

Supported OS for Windows, Linux, Mac OS, IOS environments Supported NCR, Symbol, Honeywell, and Hypercom POS components Supported and maintained Cisco Meraki routers and switches Identified hardware issues caused by component failures using approved diagnostic tools Implemented troubleshooting techniques for conducting routine maintenance on servers and systems, keeping networks fully operational

Supported clients with advanced troubleshooting techniques for Help desk tickets Imaged computers using SCCM

Implemented daily use of Asset Management technologies Proficient in network protocols, DHCP, DNS, SMTP

Supported Avaya and Cisco PBX and VoIP Systems.

Telephone and network cabling support

Setup and configured new employee work stations, including all hardware, software and peripheral devices Participated in yearly technology upgrades and PC lifecycle projects Upgraded laptops/desktops, improving speed and performance Assisted, coached and mentored first-level technicians Responded to assistance requests from users and directed individuals through basic troubleshooting tasks Documented repair processes and helped streamline procedures for future technical support actions Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes

Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions

Built relationships with outside vendors

Scheduled and managed resources for major company-wide projects and initiatives EDUCATION AND TRAINING

University of Detroit - Detroit, MI

1990-1992: Studied Mechanical Engineering

Macomb Community College - South Campus

2009-2010: Studied IT - Network Security Professional Continual Online Training and Study

Udemy, Pluralsight, Lynda: IT Technologies

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