Customer Service Engineer

**** ********* ***** **********, ** ***** 708-***-**** ac9yw1@r.postjobfree.com

Years of proven and demonstrable experience in supporting desktop infrastructure.

Proficient with managing system upgrades and data migration.

Top-notch customer service and problem solving skills.

Ability to work in high stressed environments while maintaining a professional demeanor.

Technical Skills

Operating Systems: Windows XP, Windows 7, Windows 8

LAN /WAN Technologies: TCP/IP Troubleshooting; Network Installation

Hardware: Troubleshooting/Repair Installation; Printers; Wireless Connections; Mobile Devices

Desktop Technologies: Microsoft Office 2000/XP/2003/2007, Active Directory, SCCM,

Education

CHICAGO STATE UNIVERSITY, Chicago, IL

BS Computer Science

CompTIA A+ Certification, 2012

Professional Experience

CTE Educator/Teacher

Illinois Department of JUVENILE JUSTICE - Saint Charles, IL

June 2018 to Present

Provide individual, small-group, and whole-class instruction

Actively engage with students in educational activities, connecting students to the appropriate resources tools, and monitoring student progress.

Creatively combine traditional learning methods with technological supports that foster student engagement and achievement.

Introduce Microsoft office power point and excel to students

(Signature Consultants) Tellabs / Coriant

2016 May 2016 – May 2018 Desktop Engineer

Demonstrate excellent customer service by supporting software application for end users via phone and desk side support. Manage incoming user request utilizing help desk tracking software.

Configured printers and installing devices at end-users locations connecting all peripherals

Installed and configured company standard software for Dell / Lenovo/ HP Desktop & Laptops with company image, building user profile on each system

Post image configuration. Perform a variety of pre-deployment, deployment, and post deployment tasks of a technical nature including: asset verification, hardware upgrading Documents, processes and procedures to accomplish task objectives including backup/restore of user’s data

Document each inventory of all cascaded products, shipping and deployment of equipment.

Remote troubleshooting to field user supporting company hardware

Ability to effectively prioritize work and communicate with users on all levels

( Crosspoint Technology Inc ) Molex Desktop Engineer

Desktop Analyst February 2016- May 2016

Responsible for data migration of systems from Windows 7 to Windows 8 and office 365. Reimage machines with bit locker and anti-virus software.

Update knowledge base for users on recurring problems with distribution sheets.

Demonstrate excellent customer service by supporting software application for end users via phone and desk side support. Manage incoming user request utilizing help desk tracking software.

Setting up new user accounts and distributing hardware. Triage and manage tickets

Signature Consultants) Tellabs

Desktop Engineer l July 2015 – December 2015

Reimaged machines according to company standards with pixie boot environment

Responsible for data migration of systems to newly reimage systems and devices with bit locker and anti-virus and back-up software.

Replaced bad computer components with updated hardware form manufacturer; laptops keyboards, hard drives, memory and docking stations.

Escalation of logs when necessary sent outside venders for repairs.

(APEX SYSTEMS) BMO Bank, October 2014 - March 2015

Desktop Analyst

Provided support for large scale Windows 7 migrations project transitioning client devices from Windows XP to Windows 7 and provided first and second level support to end users.

Provided the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within guidelines. Utilized Dameware for remote users.

Reimaged machines according to company standards with pixie boot environment.

Imaging computers using SCCM

(TEK Systems) Exelon/ ComEd, February 2014 - October 2014

Computer Support Technician

Provided support for data migration project converting devices from Windows XP to Windows 7 utilizing USMT. Upgraded mobile devices with new certificates and updated MAS 360.

Provided desktop support for users with migrated data on new computers making sure accounts were accessible and applications worked for all devices.

Used HEAT ticketing system to address users’ concerns/problems.

Provided post-migration support to several hundred employees.

Demonstrated great customer service by supporting software application for end users via phone and desk side support. Documented and train customers on common issues resolution.

(AME Group) Franciscan Alliance, March 2013 - Nov 2013

IT Analyst / Field Technician

Supported 7 hospitals by providing computer and network support with corrupt VPNs, faulty cables, etc.

Floated to various sites within the system to provide peripheral and software application support.

Reset passwords with All-Scripts EMH /EPIC - backing up user profile and data.

Utilized HEAT ticketing system to support business needs and operating units.

Re-imaged machines with corrupt hard drives, physical damage and Trojan viruses.

Diagnosed and repaired hardware and software issues on laptops computers.

Provided memory upgrade installation and Windows OS support/applications.

THORNTON TOWNSHIP HIGH School, Harvey, IL 2005- 2010

Program Director

Grant funded program (Illinois Steps Ahead Gear Up)

Created a student tracking system database for program success

Managed a functioning computer lab including maintenance of hardware and software

Supervise after school tutorial academic enrichment program with conducting weekly seminars

Recruited, mentored, and supervised youth participating in after school program

Facilitated weekly life skills workshops for participating students

Tracked overall progress of student throughout the year; maintain relationships with teachers and parents

FCEA, Inc., South Holland, IL, March 2001- June 2005

Program Coordinator

Grant funded program (Abstinence Education Program)

Set up equipment for employee/students use, performing or ensuring proper installation of cables, operating systems, or appropriate software

Maintained and organized files of documents, correspondence, publicity, contracts

Established partnerships with local school districts and community organizations

Facilitated workshops at various elementary and high school to promote abstinence education

Coordinated and facilitated all activities including transportation, facilities, and participation

PEGASYSTEMS, Chicago, IL, July 1999 - January 2001

Program Analyst

Provided technical support and resolved production issues for customers using the Pega-RULES.

Responsible for phases of projects to include design, testing and maintenance.

Coordinated user support efforts and craft solutions to complex problems.

Established and maintain positive customer relationships.

Solved end user problems in a production support capacity.

Elijah Bowman

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