Customer Service Engineer

David Eric Eldeen

720-***-**** *************@*****.***

Computer Desktop Technician

Professional Summary: Information Technology Professional with 10+ years of

Enterprise level experience with Compaq, Dell, Hewlett-Packard desktops and

laptops, Hewlett-Packard scanners and Hewlett-Packard, Lexmark and Xerox

printers. 10+ years of experience with Blackberry, Palm, and Android Smart

Phones and PDA's, 10+ years of VPN and remote connectivity experience.

Ability to identify, troubleshoot and discover a best practice solution to

uncommon and common hardware and software issues reported via the end user

community in an Enterprise environment. Provided computer port connections

from the patch panel to switches for connectivity and troubleshooting of

same connections when they failed to provide expected results. Provided RF

Patch panel cross connections for various head-ends as requested while at

Time Warner.

I have been working as an Independent Contractor, and am now seeking a more

permanent position. I am looking for a customer facing role where my

skills, experience and customer service abilities can continue to thrive

and where my thirst for technology can continue to excel.

* Windows Operating Systems 2000 - 7

* E-mail clients

* E-chat clients

* Service Desk Clients

* Team Player

* DELL Certified 2005-2006

McAfee Anti-Virus Enterprise

* McAfee End Point

* Symantec Ghost - (duplication and image software)

Insight Global Desktop Support Engineer 02/05/2014 to

03/18/2014

Contractor for Whiting Petroleum Corporation

* As a team performed hardware moves

* Contacted HP support for warranty repair of desktops, monitors and

laptops.

* Maintain records of daily data communication transactions, problems

and remedial actions taken, or installation activities.

* Replaced toner in Xerox Color Cubes, HP M602n LaserJet Printers, HP

T2300 Plotters

* Maintained printer supply inventory

* Replaced document staples in Color Cube brochure and finisher

staplers

ICONMA Desktop Support Technician 08/26/2013 to 12/31/2013

Contractor for Time Warner Cable

* Customer facing desktop support role assisting customers with

Hardware, software, Ethernet (CAT 6) and COAX cross connections from

patch panel to switch or from port to requested Head End.

* Installed Operating System, standard set of applications and created

the images for a number of models of DELL desktops and laptops using

Macrium Reflect software

* Maintain records of daily data communication transactions, problems

and remedial actions taken, or installation activities.

* Read technical manuals, confer with users, or conduct computer

diagnostics to investigate and resolve problems or to provide

technical assistance and support.

* Contacted Dell support for warranty repair of desktops and laptops.

Apex Systems Inc. Technical Support 02/23/2013 to

06/28/2013

Contractor for Comcast

VOD Project Scope (02/23/13-3/22/13)

* Configured and shipped Windows 2008 configured servers and satellite

receivers to cable sites via next day air UPS for scheduled

appointments.

HITS Re-Alignment Scope (3/22-6/28)

* Pre-Phase 1 (3/22 - Apr 14) Made outbound calls to cable companies to

provide documentation and project information so companies could align

with project scope.

* Phase 1 (Apr 15 to Apr 29). Taking inbound calls for HITS Re-Alignment

Scope project in Phase 1

* Phase 2 (May 15 to May 29) Worked as work coordinator (assigning calls

to available technicians), based on skill set provided by team

supervisors.

* Phase 3 (Jun 3 to June 28) continued to assign incoming calls to

technicians based on skill sets.

I H S the Source IOC Senior Associate 10/01/2012 to

02/10/2013

* Acted as the incident coordinator for all production and enterprise

incidents during shift, provided escalation and communication

functions.

* Followed detailed escalation and operating procedures to ensure speedy

escalation and resolution of incidents for our product suite and

enterprise systems.

* Answered phones and responded to email within agreed SLA's.

* Troubleshooting Tier I and Tier 2 level issues.

* Created incidents and work orders in the ticketing system

Apex Systems Inc. TAC Systems Engineer 11/2011 to 06/2012

Contractor for United Airlines

* Moved assets (workstations, laptops) in Active Directory.

* Created Print queues in web based interface for APS database and

assisted with other desktop duties.

* Cleaned up network IP addresses as kiosks were converted from

statically assigned addresses to DHCP addresses and released static

addresses in Infoblox.

* Assisted with completing mobile classrooms to be shipped to various

locations around the globe.

* Asset tracking of equipment for shipping purposes (sending and

receiving)

DDJC Enterprises LLC Residential Technical Support 08/01/2011 to

10/01/2012

* Provided onsite Desktop support for residential clients

Kaiser Permanente PC Field Service Technician 01/25/1999 -

07/13//2011

* Answered PC hardware\software questions

* Configured desktop PC's with KPIT National standard configuration via

PXE

* Assisted users with Palm Pilot questions, sync configuration and

maintenance of devices

* Assisted users with RIM Blackberry and Enterprise email, sync

configuration

* Performed Remote Access to desktop and laptop configuration to provide

assistance

* Performed hardware and software asset management

* Performed IMAC for on-boarding of new employees / contractors

* Performed MAC (Move of equipment, Add of software peripherals, Change

of applications)

* Perform project duties as assigned

* Assisted users with VPN client connectivity

* Inter-department collaboration on related disciplines

* Other duties as assigned.

Education:

University of Phoenix Lone tree, CO BS in Info Tech 01/2009 to

11/2010

1 year remaining

Westwood Technical College BS in Info Tech (no degree) 09/2006 to 05/2008

Colorado Technical University BS in Info Tech (no degree) 01/2005 to

03/2006

Career Development Institute 12/1991 to 08/1992

Technical Certificate in Programming and Operations Awarded on

08/19/1992

Awards:

Nominated for Kaiser Permanente Summit Award Fall 2004 by IT.

Recognized for Customer Service by Colorado Springs Administrative Staff

2005.

Contact this candidate