Customer Service Help Desk

Marc A. Parker

**** **** ***** ****( Bay Shore, NY 11706 ( 917-***-**** (

**********@*****.***

QUALIFICATIONS SUMMARY

Experienced and knowledgeable Information Technology Professional seeking

to contribute training and acquired skills within a Help Desk support role.

Works well both independently and in a group setting providing all facets

of computer help desk support such as troubleshooting, installations, and

maintenance. In-depth knowledge and understanding of numerous software

packages and operating systems. Skilled in providing Customer and End-User

Help Desk Support.. Excellent communication and presentation capabilities.

PROFESSIONAL TRAINING AND DEVELOPMENT

o Proficient in MS Office (Word, Excel Outlook, Access); Real VNC, Go To

Assist, Numara FootPrints, SpiceWorks.

o Computer Operating Systems Windows XP, Windows Vista, Windows 7, Windows

8.1, Mac OSX

o Server environments including Windows Server 2003/2008

o Hardware support for Workstations, Laptops, Printers/Copiers, Routers,

Modems

o Proficient knowledge of Microsoft Exchange, VPN & LAN/Remote

Connectivity DNS, DHCP, TCP/IP

EXPERIENCE HIGHLIGHTS

Carr Business Systems - Melville, NY

6/12 - Present

Help Desk/Meter Reads Coordinator: Coordinate the meter reading processes

at Carr Business Systems a major office technology dealer company. Ensure

that quality meter readings are gathered and made available to all business

processes. As a Help Desk/Meter Reads Coordinator my role is to provide

technical hardware and software support and to initiate the collection and

tracking of machine meter reads for billing purposes.

( Perform remote support using Go To Assist when an account ceases to

sync with the FM Audit server

( Used SpiceWorks to document help desk tickets/resolutions that

required troubleshooting and advanced technical support.

( Maintain and update customer control records to enable the sync

process using Advantage Database Server.

( Identify customers without Carr's remote meter software (FM Audit) and

initiate the installation process.

( Monitor the missing meter report on Excel Spreadsheet to obtain all

daily meter readings due for billing by calling and e-mailing customers.

o Installed FMAudit Software supported Windows XP, Vista, 7, and 8.1

operation systems

o Used Windows Server 2003/2008 to enter meter readings for

copiers/printers

Maharam - Hauppauge, NY

4/12 - 5/12 Contract

Remote Support Analyst: The first line of support for employee technical

support. As an analyst my role is to ensure proper computer operation so

that end users can accomplish business tasks. This includes receiving,

prioritizing, documenting, and actively resolving end user help requests.

( Field Incoming help request from end users via both telephone and e-

mail in a courteous manner

( Identified and learn appropriate software and hardware used and

supported by the organization.

( Performed hands-on fixes at the desktop level, including installing

and upgrading software, installing hardware,

( Applied specific technical knowledge and troubleshooting skills to

simulate employee problems and resolve the problem timely.

( Used Numara Footprints to document help desk tickets/resolutions that

required technical support.

SmartSource Rentals -Hauppauge, NY

11/11 - 12/11 Contract

Field Service Technician: Responsible for the transportation, on-site

installation, customer service,

configuration and troubleshooting of computers, software, A/V equipment and

related peripherals. In addition

to these tasks, service and repair skills for Desktops, Laptops, Printers

and other associated hardware were applied.

o Installed and repaired computers, audio visual equipment

o Delivered timely and effective repairs as well as adequate training of

end-users

o Maintained inventory control of IT and audio visual equipment

o Used Symantec Ghost Imaging software to apply image on Windows XP,Vista,

& 7 computers, and an external hard drive to image Mac computers

o Completed on-site installations at various client locations

Utopia Home Care - Kings Park, NY

8/11 - 10/11 Contract

IT Analyst: Collaboratively worked in a team setting to provide technical

assistance to employees. Answer questions and resolve computer, hardware,

and software related issues in person, via telephone or from remote access.

Problem resolution included the use of diagnostic and help request tracking

tools, as well as require that the individual give in-person, hands-on help

at the desktop level.

o Identify computer-user problems and coordinating to resolve them on

desktop level, or remotely using Real VNC.

o Install, configure and monitor local and wide-area networks, hardware and

software.

o Maintained inventory of equipment and supplies

o Provide customer and network administration services such as passwords,

electronic mail accounts, security and troubleshooting.

o Supported Windows XP, and 7 environment

EDUCATION

B.S. - Computer Programming and Information Systems, Farmingdale State

College, Farmingdale, NY

CompTIA A+, CompTIA Network+, New Horizons Computer Learning Centers,

Melville, NY

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