Customer Service Software

T echnical Skills

o Software configuration management

o P roficient in Windows XP, Vista, and 7

o Cabling and setting up a w i reless router/AP

o Customer Service

o Kaseya

o Office 365, Windows Server 2003, 2008 and 2008 R2,

o Active D i rectory, D NS, D HCP, TCP/ I P

o Ha rdware and software t roubleshoot

o Basic working knowledge of H T M L

o Windows M aintenance and Backup

o Solar Winds and Remedy ticketing system

o Remote Desktop t roubleshooting

C ERT I F ICAT IO NS

1. Comptia A+

EXPER IENCE

Redbox Automated DVD Retailer 2013-

P resent

Redbox M achine Support Special ist

T roubleshooting Redbox DVD Kiosk remotely nationwide, Correspond with

n umerous stores and clients, assisting the F ield Technicians through various

t roubleshooting issues over the phone, D ispatching F ield technicians when needed,

r esolving remedy ticket issues perta ining to a Kiosk, Escalating unresolved tickets to

p roper tier.

D esign Strategy

Contracted Technician 3

M onths

I nstalling Sma rt Queue P rinter Ha rdware on H P P rinters for JP Morgan Chase

B anks, About 100+ Units

C hicago H istory M useum

Technical Support Special ist 2011-

2013

S upport for 130 Clients in a mixed OS envi ronment, Windows XP to Windows 7.

S upport for M icrosoft office and thi rd party software such as Blackbuad and

H o rizon.

• Provide help desk support and resolve problems to the end user’s satisfaction

• Document internal procedures

• Maintain inventory of all equipment, software and software licenses

• Manage Pc setup and deployment for new employees using standard hardware, images and

software

• Assign users and computers to proper groups in Active Di rectory

• Perform timely workstation hardware and software upgrades as require

• Desktops laptops

• Printers-HP, inkjet, LaserJet-troubleshoot and repair

• M igrating Windows XP to 7 also worked with Windows Vista

• Provided technical support in the use of personal computer hardware, software, and specialized

m ainframe technology

• Set up and configured desktop computers, peripherals and accounts with security levels.

• Installed software and repaired hardware and peripherals

E D UCAT I O N

Oakton Community College – Computer Networking and Systems

2

Contact this candidate