Customer Service Software

SYLVAIN JOHN SEGLA

*** ****** ***** *** ***, Baltimore, Maryland 21229 / Cell: 443-***-**** / *********@*****.***

OBJECTIVE: Seeking a position as a Desktop Support Specialist

SUMMARY OF QUALIFICATIONS

• 13+ years of extensive experience in supporting computers and networks in system

administration, hardware and software troubleshooting for Songhai Centre an International NGO

in West Africa

• A+, Certified

• Highly skilled in troubleshooting hardware, software, LAN, WAN and operating system issues

• In-depth knowledge of branded and non-branded PCs, laser printers, laptops, and peripherals

and bar-code scanners

• Hands-on experience in hardware repairs such as video cards, motherboards, and hard drives in

addition to a number of software programs.

• Web site development with CMS Joomla

DESKTOP SUPPORT SKILLS

• Demonstrated ability to provide user support by means of remote access tools

• Proven skills in Windows XP, Windows 7, Microsoft Office 2007/2010 and Antivirus software

• Able to configure and use Active Directory

• Documented success in responding all inquiries and tickets in a timely manner.

PROFESSIONAL EXPERIENCE

Songhai Centre an International NGO in West Africa

PC/Desktop Support Specialist

• Provide support to end users relating to hardware and software, computer applications, LAN

components and peripherals

• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end

users

• Supervise complaint ticketing system and follow timely resolution of all work orders

• Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated

hardware and software

• Recommend and apply solutions, including on-site repair for remote users

• Provided end-user technological support for computer and LAN related issues

• Setup, deployed, and maintained of end-user machines

• Assisted in discovery, research and resolution of technical issues.

• Monitored and responded phone and e-mail requests for technical support

• Maintained Help Desk specific applications and assisted in refining procedures

EDUCATION

BSc. in Science –1994

Technical School Diploma: Computer science, 1998

INTERPERSONAL SKILLS

• Excellent communication and relationship-building skills

• Ability to communicate effectively with at all levels of employees and management

• Exceptional customer service skills

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