Customer Service Technician

Daniel G. Karwick II

**** ********* ***. *******, ** 46323

Phone: 219-***-**** E-mail: **********@*****.***

SUMMARY

Experienced in multiple aspects of the Information Technology field for ten years including hardware

repair and upgrade as well as help desk support for networking, connectivity, and software support. In the

helpdesk environment experience in the positions of phone technician, Manager on Duty, and Floor

supervisor.

TECHNICAL SKILLS

Software Supported EPIC, Microsoft Office 2005 & 2007, iSite, Dameware, Citrix, I

Intranet, VPN clients, Skilled with Active Directory

Servers MS Server 2000, 2003, FTP, SMTP, DHCP, RADIUS, AS-400

Databases My SQL, MS Access,

Operating System Win 7 32 and 64 bit, Windows Vista 32 and 64 bit, Win XP Pro

32 and 64 bit, Windows 2000, Windows NT, Windows 98, Mac

OSX+

Hardware Skills Intel and AMD systems: Build, Repair, Trouble Shoot, Upgrade,

Image, Mod

Networking Wireless, Cat 5, Cat 5e, Cat 6, Coaxial, LAN, WAN, TCP/IP

CERTIFICATIONS: Dell Certified Systems Expert (DCSE):

1. Foundations 2010 Portables Certification (DCSE ID: 2003) ID: 2910069

2. Latitude 10 Certification (DCSE ID: 3102) ID 2910046

3. Compellent Service Model (DCSE ID: 3108) ID 2910028

4. Power Edge C800, C8220x, and C8000xd (DCSE ID: 3085) ID 2910040

5. Microsoft Windows 8 – English/Deutsch (DTT ID: 3086) ID 2910019

6. PC Doctor (DTT ID: 317213) ID 2910007

7. Latitude ST (ID 3059) ID 2909992

EDUCATION

Bachelor of Information Technology in Network Administration Completed: February 2011

American InterContinental University, Hoffman Estates, IL

TECHNICAL EXPERIENCE

IT Contractor 2008-Present

Three Bevill’s LLC Hammond, IN

• Diagnose and repair computer issues with both software, and hardware issues

• Diagnose and repair issues with wired, and wireless connection issues to centralized networks

• Build new computers to customer specifications

• Advise and upgrade computers to customer specifications

• Write simple applications to fit the needs of customers+

• Set up and maintain company secure network

Desktop/Laptop Technician 2013-2013

Verve Corporation/Dell Munster, IN

• Inspect and diagnose damage to laptop computers

• Acquire and keep inventory of parts replaced

• Replace parts needed in a time sensitive manner

• Keep documentation of all repairs completed

• Inspect computers to assure functionality of all parts

Technical Specialist 2012-2012

Adecco/Weil-McClain Bur Ridge, IL

• Write data bases of incoming shipments

• Write queries to match reports and forms for monthly briefing

• Present monthly briefings about incoming freight to Vice President

• Compare 2011 to 2012 freight information to determine trends and inconsistencies

EZ Tech Onsite Technician 2012-2012

Staples Merrillville, IN

• Took and passed both the in store, and onsite technical certifications

• Trouble shoot, and configure customer computers in a timely manner

• Segment, and document services rendered for accurate billing

• Recommend new purchases in computers, networking, and technologies to meet customer needs

• Explain to customers work that was done in a method that is understandable for customer satisfaction

Consultant/Desktop Tech 1 2011-2011

Experis IT/ Community Healthcare Systems Griffith, IN

• Supported user accounts through Active Directory groups, permissions, and account/pw resets

• Supported Citrix environments, connectivity, configuration, and trouble shooting

• Supported, installed, troubleshot, and negotiated Citrix VPN clients to work offsite

• Imaged computers both off of a Ghost drive and off of a bootable thumb drive

• Monitored server health through the interface program E-Gate

Technical Supervisor 2007-2008

Teleperformance / Time Warner Road Runner Project Hobart, IN

• Managed Employees on quality control

• Developed internal and external understanding of technical trouble shooting of Internet issues

• Assisted customers with all aspects of trouble shooting dealing with ISP services

• Traveled to the Philippines to train employees overseas on proper procedures

• Developed the number one team on the floor in terms of customer service and company

compliance

• Promoted twice within a one year span for excellent technical knowledge base and customer

support

• Led and developed training sessions for other supervisors and MODs for advancement of

technical understanding, and problem solving

Avenger Missile Systems Technician / Soldier 2001-2002

United States Army Ft. Hood, TX

• Successfully completed basic training and avenger missile systems repairer courses

• Maintained all aspects of the avenger missile systems machinery to top working order including

computer systems, wiring systems, hydraulics, cryogenics, satellite systems, infrared systems, and

weapons systems

• Coordinated with officers for regular maintenance and repair of avenger missile systems

• Received National Defense Service Medal and army service ribbon

• Participated in extensive training on schematic and blue print reading

• Given extensive training on wiring, module, networking, and computer trouble shooting

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