Customer Service Technical Support

Leon Northington

***** ******* ******* ***.*** Home: 832-***-****

Houston, T X 77070 ***************@*****.***

Summary

Technical Support Representative skilled at resolving complex customer service issues in a timely manner.

Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues.

Technical Support Representative who performs superior work under the pressure of rigid deadlines.

Technical Customer Service Specialist with a vast knowledge of web applications, software and framework seeking to

assist clients in all troubleshooting endeavors.

Highlights

Troubleshooting proficiency Microsoft Office expert

Exceptional telephone etiquette MS Office proficiency

Patient and diligent Proficient in AVG, Printers, PC Security systems

Vast technical knowledge Accomplished with mobile devices

Windows XP/Vista Reimaging Computer/Migration from Windows XP to 7

Five years of Cisco experience’s Use McAfee for company Security.

Setup VPN access. Active Directory

Lotus Notes AS400/Juniper/SAP

Accomplishments

Exceeded monthly goals by successfully handling more than 200 calls per week.

Number one Desktop support analysts for two years.

Experience

Technical Support Agent, 11/2013 – 03/2014

Baker Hughes/Insight Global - Houston, TX

Provided base level 1-2 IT support to company personnel.

Use Cisco Any Connect to connect to the VPN

Troubleshoot Baker Hughes new security software

Processed an average of 40 inbound and outbound technical support calls

Supported customers having data connectivity issues.

Use McAfee Endpoint encryption to reset user password and to unlock user computer.

Help Desk Level 1 Tech, 03/2013 - 11/2013

Chase - Houston, TX

Use AS400 and other mainframe to troubleshoot user issues.

Supported customers having data connectivity issues.

Reset password for Lotus Notes and also setup user account.

Processed an average of 50 inbound and outbound technical support calls.

Setup cisco phone by using the IP and Mac Address through cisco admin.

Troubleshoot investment banking software that was used by Chase/JP Morgan

Use JPMorgan Remote connect to troubleshoot user issue.

Desktop Technical Support, 04/2010 - 03/2013

Softlution - Houston, TX

Use LAN/WAN to set up user internet connectives

Set up, tested and configured networks, desktops, laptops and printers, also added printers onto the network.

Coordinated hardware and software repair processes with outside vendors.

Resolved technical issues for clients in person, on the phone and through e-mail.

Installed motherboards, processors, RAM and graphics cards.

Performed diagnostic tests and repaired malfunctioning hardware and software.

Diagnosed, installed, configured and repaired computer systems and software.

Backup user laptop to remove any virus.

Reimages computer.

Set up Cisco IP phones and Avaya desktop phones.

Education

2017- Florida Tech University online - Houston, TX, USA

Bachelor of Science Computer Software Engineering

2014- Villanova University Online-Houston,TX,USA

Certification in Business Analysis

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