Customer Service Technician
Resume:
Jovon Jefferson
Yeadon, Pa *****
**********@*****.***
EXPERIENCE SUMMARY
. Experienced troubleshooting, repairing and maintaining PC compatible
desktops and laptops
. Manages, documents, and analyzes service and support functions;
documents and analyzes support activities using quality customer/ user
support skills/ techniques
. Experience installing (hardware and software)
. Performed network translation using Windows XP and Server 2003
. Experience supporting (hardware, software and printers) and
instructing end users
. Capable of managing tools and techniques of remote diagnosis and
resolution of end-user clients-side and server-side issues.
. Experienced mapping network drives and configure network printers
. Experienced in rapid and accurate assembly of prefabricated parts in
assembly line environment
TECHNICAL KNOWLEDGE SUMMARY
( DNS, WINS, DHCP, NAT, RAS Ticketing System Heat Remedy Dell Hardware
( Compaq, Dell, Gateway, PC-Compatible hardware Break-Fix Dell Quick base
( DOS, Windows XP, Windows Vista and Windows 7 Invoice/Work Order PC
Inventory
( Norton Ghost, Active Directory, Remote Access, Data Migration WordPress
EDUCATION
. Kaplan Career Institute,2012
. Penn Wood High School 2008
Degree
. CST Computer Support Technician degree Kaplan Institute
Professional Summary
3 years of work and school experience in information technology. I am
a sponge looking to absorb more knowledge and skills within the field
that I love.
Help Desk and troubleshooting Windows XP 7 and Microsoft Office Word
2010. Open to any shift studying for MCSA and A plus Certification
Excellent Professionalism and communications skills
CERTIFICATIONS
. Dell Certified Systems Expert (DCSE DMS)
. Health Insurance Portability and Accountability Act (HIPAA)
. A+ Certification (In preparation for)
. MCSA (In preparation for)
WORK EXPERIENCE
Junior Web Developer 2/16/2014-5/26
Teknique LLC Cheltenham, PA
Updating and Managing Websites
WordPress Administrator
Editing and resizing pictures
Apply Themes to websites
Using CSS and HTML
Dell contactor/ Dell Refresh Technician 4/29/2013- 2/28/2014
Veteran Affairs, Philadelphia, PA
Prepare XP PCs' for upgrade for Windows 7 by USB Hard & Soft Token.
Responsible for managing administrator password pin
Responsible for recalling and replacing workstations.
Used imaging software to reconfigure recalled workstations
Restocked outdated hardware to warehouse
Diagnose & Break/Fix Hardware components of PCS or Printers
Instructed end-users on the use of hardware and software setups
Install SCCM boot on PC
Performed Help Desk and Customer Service duties through ticketing
system.
Invoices of PC into database by Microsoft Excel Troubleshoot MAC
Address into Dell Quickbase
Making appointments on phone with end-users and following up with end-
user
Configured individual workstation for specific end-user needs
Break/Fix Hardware components of PCS or Printers
PC Technician, 12/12 - 1/13
Computer Repair, Ridley Park, PA
Troubling shooting hardware and Software issues
Operating POS cash register
Handling store business and financial records
Demonstrate customer service skills in person and over the phone.
Telephone Technician Level 1, 9/2012-10/2012
Exxon Mobil, Paulsboro, NJ
Scan into database the Mac Address
Plug network cable into cisco office phones 7945 and 7965 cisco 7937
ip conference station models
Download Firmware through cisco network
Deployment of phones to offices
Troubling shooting and customer service issues
Check Cash Printer Checker, 3/2012-4/2012
CompuCom, Paulsboro, NJ
Place Paper in printer
Plug in Power Adapter
Test Check Cash Printer 4610-2cr IMB Machine
Run Check through Printer
Unplug Power Adapter
Place Printer in Box
Re-tape Box
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