Customer Service Quality Assurance

Ryan Daniel *************@*****.*** 972-***-****

SKILLS:

Windows XP/Vista/7 Trained in technical

installation and customer support and

configuration customer service

Hardware and software CISCO IOS proficient

installation and

configuration

Positive attitude and self-

2+ years in IT and 4+ years

•

motivation

relating to computer

experience

Computer troubleshooting Team player

•

Excellent communication Problem solving skills

skills both oral and written

Some highlights of classes taken during the degree plan:

Cisco Networking Academy I, II, III and IV

Information and Network Security

Linux

Personal Computer Hardware

Introduction to Database

Network+

Implementing and Supporting Network Server Infrastructure

Technical Customer Service

• Proficient with computer hardware

EXPERIENCE:

EDUCATION:

• Computer assembling and maintenance

• Troubleshooting hardware and software problems

• Tech and customer support training both academic and from job training

• Installing and configuring the peripherals, components and drivers

• Installing, replacing, and configuring routers, switches, and servers on

racks

• Assembling and Troubleshooting Cat5 Cables

• Switch/server closet maintenance and inventory

• Configuring and organizing patch panels

• Active directory experience

• Some VMware knowledge

• Deploying PC images through a network image server

• Writing and following technical documentation

North Central Texas College, Corinth, Texas

Major: Associates in Computer Networking Technology

Projected Graduation Date: June 2014

WORK EXPERIENCE:

June 2013 to

October 2013

June 2012 to

April 2013

PC Support Technician I, City of Richardson, Richardson, Texas

• Internship

• Used McAfee virus software and Malware Bytes for virus protection and removal

• Worked with Dell Kace hardware inventory system

• Made sure that all training laptops were up to date with all the usual software updates

• Helped with installing and configuring IP cameras

• Performed maintenance, repairs, and upgrades to Dell computer workstations

• Answered and responded to help desk calls

• Installed and configured network printers

• Imaged and deployed PC’s and laptops

• Ran cables(CAT5, HDMI, coaxial) through the ceiling and installed data outlets on walls

• Performed hardware inventories of hardware closets and server rooms

• Worked with Windows 7

IT Support Technician, City of Highland Village, Highland Village, Texas

• Internship

• Worked with PC imaging using an image server and then deployed them to the

workplace

• Responded to internal tech support tickets face-to-face, through phone or remote

desktop connection

• Worked extensively with windows XP and some windows 7

• Virus protection and removal

• City-wide staff driver updates

• Switch closet maintenance

• Maintained and organized the IT closet and physically documented where everything

went

• Created, updated and followed IT documentation

• Worked with SpiceWorks and some VMware applications

April 2012 to

April 2013

PC Technician, PCHelpDenton.com, Denton, TX

• Install and repair Windows XP, Vista, and 7

• Troubleshoot various PC problems

• Replacing hardware

• Build custom computers

• Work one-on-one with clients on site

September Seasonal Tech support, Thomson Reuters, Carrollton, TX

• Level 1 Tech support rep for a Thomson Reuters tax and accounting platform

2009 to

called OneSource.

January 2010

• Handled issues dealing with logging into certain tax and accounting software

• Created help desk tickets and sometimes escalated them to higher techs if

needed using the HEAT ticketing system

• Worked one-on-one with clients on the phone

May 2008 to Quality Assurance Tester, WiQuest, Allen, TX

• Internship

August

• Worked with ultra wide band hardware(wireless USB)

2008

• Testing hardware for new bugs with every driver update and documented them

• Confirmed known bugs with every new driver update

• Worked with XP and vista

• Performed chipset testing

• Organized and categorized parts in Excel

• Confirmed with engineers about bug fixes and if they worked or created new

problems

Contact this candidate